Associate Computer Support Analyst

ChristianaCare • Newark, DE

6d • $63,107 - $100,984 • Onsite

About The Position

The Associate Computer Support Analyst role is to support and maintain in-house computer systems, desktops, peripherals and telephony systems. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal performance. The person will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

Requirements

• Obtained bachelors degree or commensurate experience in a discipline related to information technology and end-user support.
• Demonstrated, from past work experiences, the breadth and depth of knowledge to support a complex, dynamic information organization.
• 2 or more years of information technology, Desktop/Hardware support and system analysis experience.
• 2 years of customer service related experience.
• Knowledge of current network protocols, operating systems, and standards, including Healthcare related applications.
• Knowledge of PBX applications (Avaya Communication Manager) and telecom wiring to be able to support a telecom infrastructure.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into hardware and software issues and products as required.
• Ability to present ideas in user-friendly language.
• Ability to understand the organization’s goals and objectives.
• Ability to be self directed and motivated.
• Skill in attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer-service orientation.
• Skill in analyzing, interpreting, and solving diverse problems
• Skill in written and verbal communication
• Skill in using Incident management software (ServiceNow) and ability to update customer facing knowledge (ServiceNow)
• Skill in relationship-building and interpersonal skills
• Ability to communicate with a wide variety of information technology analysts
• Ability to communicate with a wide variety of end-users in healthcare arena
• Ability to acquire a broad range of technology knowledge
• Ability to use a personal computer to perform duties
• Ability to assume responsibility and to work flexible hours
• Ability to work off hours while on 7x24 critical support.
• Participation in on-call availability (in rotation with other team members)

Responsibilities

• Work with end users to identify and deliver required PC service levels.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, telephony, mobile devices, clinical IT devices including nurse call, TV Systems, networked peripheral devices, and networking hardware products.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software, telephony, and networking software products.
• Perform on-site analysis, diagnosis, and resolution of complex PC/Printer problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC, Server and/or hardware problems.
• Maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• Accurately document instances of hardware failure, repair, installation, and removal.
• Recommend, schedule, and perform PC/Server, hardware and peripheral equipment improvements, upgrades, and repairs.
• Support development and implementation of new computer projects and new hardware installations as well as telecom hardware.
• If necessary, liaise with third-party support and equipment vendors.
• Appropriately documents troubleshooting information in the incident management application to ensure problem determination/resolution methods are efficient and reliable. Utilizes and enhances the knowledge base of technology and application information, and ensures documentation is up to date.
• Identifies and pursues opportunities for improving customer service. Identifies problem trends and looks for root cause of problems, rather than applying short-term fixes.
• Ensures PC Hardware is implemented per standard guidelines and at the expectation of the customer and within service level commitments.
• Supporting our internal telecom environment, including configuration and wiring of telephony systems.

Benefits

• Full Medical, Dental, Vision, Life Insurance, etc.
• Two retirement planning offerings, including 403(b) with company contributions
• Generous paid time off with annual roll-over and opportunities to cash out
• 12 week paid parental leave
• Tuition assistance
• Incredible Work/Life benefits including annual membership to care.com, access to backup care services for dependents through Care@Work, retirement planning services, financial coaching, fitness and wellness reimbursement, and great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level