IT Support Analyst (Hybrid)
About The Position
Receive calls from customers for both vended and custom applications; resolves problems, documents the resolution, and communicates the resolution to the customer. Escalates more complex problems to more senior team members based on Work Unit policies. Troubleshoots application problems, maintains applications, and provides input on system configuration. Assists with installation and troubleshooting of business area specific applications and equipment. Provides support for both vended and custom developed applications. May assist with application analysis, configuration, testing, training, and implementation of applications. Possesses basic understanding of application interfaces and works with vendors or interface partners to configure. Partners with customers to develop relationships and an understanding of business needs, goals, and objectives. Represents customer-focused support and possesses oral and written communication and interpersonal skills to be able to effectively interact with customers, vendors, and other technical areas within and external to the department. Works with the customers to implement configuration changes to the applications to meet business needs. May be required to provide 24/7 on-call support. Interfaces routinely with colleagues who may be located at any of the Mayo Group practices to perform job responsibilities requiring virtual collaboration and partnership. This vacancy is not eligible for sponsorship/ we will not sponsor or transfer visas for this position. Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program. This is a hybrid position and must be located within 100 miles of the Mayo Clinic campus in Rochester, MN for occasional on-site expectations based on business needs.
Requirements
- HS/GED with either 4 years’ experience in technician, operator, or Help Desk role; or 4 years of experience with software applications in a clinical assistant, medical assistant, or other related patient care role
- Demonstrates problem solving skills
- Possesses hardware and software trouble-shooting skills
- Detail oriented
- Able to prioritize work
- Oral and written communication skills
- Interpersonal skills
Nice To Haves
- Experience in a clinical area in a large healthcare institution is desirable
- Experience with one or more clinical applications demonstrating technical knowledge of systems beyond end-user skills is preferred
Responsibilities
- Receive calls from customers for both vended and custom applications
- Resolve problems, document the resolution, and communicate the resolution to the customer
- Escalate more complex problems to more senior team members based on Work Unit policies
- Troubleshoot application problems
- Maintain applications
- Provide input on system configuration
- Assist with installation and troubleshooting of business area specific applications and equipment
- Provide support for both vended and custom developed applications
- Assist with application analysis, configuration, testing, training, and implementation of applications
- Possess basic understanding of application interfaces and work with vendors or interface partners to configure
- Partner with customers to develop relationships and an understanding of business needs, goals, and objectives
- Represent customer-focused support
- Effectively interact with customers, vendors, and other technical areas within and external to the department
- Work with customers to implement configuration changes to the applications to meet business needs
- Provide 24/7 on-call support
- Interface routinely with colleagues who may be located at any of the Mayo Group practices to perform job responsibilities requiring virtual collaboration and partnership
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
