IT Onsite Support Analyst I

The Cancer & Hematology Centers•Lansing, MI

3d•Onsite

About The Position

Our IT Onsite Support Analyst I will actively be working at multiple clinical locations in Michigan with the main location in Lansing Michigan. As an IT support analyst I your focus will be on providing support at the user desk or within the locations in need of assistance. The IT Onsite Support Analyst I will also help remotely at other sites. Provide exceptional customer service. Respond to tickets indicating a user support request and identify and resolve issues. Work with other resources and vendors to deliver effective support services. Provide ongoing technical support and follow-up with staff. Stellar communication and customer service skills are essential for this role. This is a full-time IT role working Monday to Friday at our CHC Lansing clinics. It will also support Eaton Rapids as needed. The schedule to work is Monday to Friday (day shift). No holiday or weekends.

Requirements

Associate Degree in Computer Science or related field or equivalent experience – willing to consider 1-2 years of work experience in an IT Systems Support, desktop support, help desk or similar role.
Strong interpersonal, verbal and written communication skills. Ability to effectively communicate and work with non-technical people on technical issues.
Strong work ethic and the initiative and ability to work independently and in team environments.
Attention to detail and good listening skills. Can follow complex instructions and pre-established guidelines to perform the job functions in accordance with established standards, concepts, practices, and procedures of CHC.

Nice To Haves

Experience with Radiation Oncology Solutions
Proven skills in PC repair, troubleshooting, deployment
Remote desktop support applications
Troubleshooting printer and fax issues
Experience with data cabling and cable management
A+ or Microsoft certifications are beneficial but are not required.
Ability to manage multiple requests and issues
Operating System experience in the Win 10, Win 11, Mac OSX, Thin client OS
End user management in Active Directory, Exchange, Office 365, Citrix, SharePoint, Azure Virtual Desktop
Desktop applications, Office 365 applications
Knowledge of desktop, laptop, and mobile device operation
Working knowledge of medical terminology
Working knowledge of electronic medical records

Responsibilities

Perform PC, peripherals, printer installations, upgrades and relocations onsite
Consult with users, to determine hardware, software and system specifications
Develop, prototype, test, troubleshoot, and document new systems and hardware for end users
OS and application installations
Setup and configure desktops and laptops for deployment
Identifying, troubleshooting, resolving, and documenting user system issues
Assist with inventory control of equipment and software
Provides immediate assistance when possible and appropriate
Responding to end user support request tickets, calls, and emails: o Updating service work notes o Prioritizing work to resolve complex support client issues o Collaborating with other CHC staff and vendor support resources to resolve requests o Providing updates, status, and completion information to management
Manage user accounts in Active Directory, Exchange, Office 365, MFA system, and requests for hospital EMR access.
Manage and administrate the service desk environment with the other Onsite Support Analyst
Utilizing remote monitoring and management software to resolve client requests
Ensuring the security of all configurations made on client systems
Managing and reviewing basic security systems logs
Manage the phone system
Provide support for phones and A/V systems
Documenting solutions and building IT knowledge base
Interacts in a cross-team capacity to meet customer and organizational needs
Immediately bring to the attention of your supervisor, areas of concern or items in need of correction as they are discovered
Manage radiation oncology and urology hardware systems
Basic server hardware troubleshooting
Basic network troubleshooting
Administrate door/badge systems
Special assignments and projects as directed by your supervisor
Function as a team member by expanding his/her responsibilities as directed by management to facilitate optimal workflow within the cancer center.
Communicates and interacts with peers and other departments in a manner that is viewed as having a positive effect on patient services and CHC staff morale.
Interacts effectively with patients/family members and demonstrates sensitivity in regards to cultural diversity, age specific needs and confidentiality.