Service Desk Analyst I: Hrly FT

Firelands Health•Sandusky, OH

21h•Onsite

About The Position

This position is responsible for the installation and maintenance of Firelands Regional Medical Center (FRMC) desktop application software, desktop hardware, and related components. The role also involves developing training programs for new and existing employees, maintaining application and network security, and monitoring network infrastructure. The Service Desk Analyst I provides instruction and advice to staff from external departments, communicates with vendors to resolve problems, and performs these activities occasionally outside of normally scheduled shifts. The role requires independent installation and maintenance of PC/workstation software and hardware, including lifting and moving computer-related hardware between locations. Responsibilities include generating documentation, tracking project progress, scheduling and troubleshooting audio-visual equipment, monitoring network infrastructure (wiring closets, cabling), managing user accounts and network access privileges, maintaining asset records, monitoring software licensing, and assisting with new product evaluations. The analyst will also evaluate hardware and software function, troubleshoot problems, provide Level-1 Service Desk support, and offer technical assistance and training to Information Services staff and FRMC system users. Effective communication, initiative, cooperation, and the ability to manage work fluctuations are essential.

Requirements

Associate’s Degree in a related field, or 2 years of equivalent career experience.
Demonstrates willingness, ability and availability to attend training as requested by supervisor or manager.
Demonstrates ability to implement learned skills and abilities through "on the job" efforts and/or professional certifications.
Achieves professional certifications as requested by manager or supervisor in accordance with all Fireland's training policies and procedures.
Demonstrates knowledge of and ability to install, support, and train others in the proper use and care of various computer-related equipment, such as PCs/workstations, printers, scanners, bar code readers, etc.
Demonstrates knowledge of and ability to install, support, and train others in the proper use of various desktop applications, data storage and reporting methods, software utilities and tools, and principles of information management.
Demonstrates ability to grasp new and technical concepts quickly, and stay current with technology.
Demonstrates analytical abilities, creativity, and attentiveness to detail.
Demonstrates initiative and the ability to work independently in a stressful environment.
Result oriented, with strong leadership skills.
Demonstrates ability to communicate effectively in both written and oral form.
Demonstrates ability and willingness to generate and maintain necessary documentation.
Demonstrates ability to work in a safe and efficient manner and maintain an accident-free work place.
Demonstrates compliance with Medical Center and departmental policies and procedures.
Working knowledge of Medical Center emergency codes.
Compliance with applicable OSHA regulations and CDC standard and transmission-based precaution recommendations.
Ability to utilize proper personal protective equipment.
Compliance with provisions of applicable S.D.S. forms.
Must possess a valid State of Ohio motor vehicle operator's license and be insurable under Firelands' auto policy.
Employee must provide proof of personal automobile liability insurance coverage upon request.
Punctual attendance at assigned work location is required.
Successful completion of a one hundred eighty (180) day probationary period.

Nice To Haves

Hardware certification of any type.
Microsoft Windows and/or Microsoft Office certification.

Responsibilities

Installation and maintenance of desktop application software, desktop hardware, and related components.
Developing training programs for new and existing employees.
Maintaining application and network security.
Monitoring network infrastructure.
Providing instruction and advice to staff from external departments.
Communicating with vendors to resolve problems.
Installing and maintaining PC/workstation software.
Installing, replacing, relocating, and maintaining PC/workstation hardware and related components without direct supervision.
Lifting and moving computer-related hardware between various FRMC locations.
Generating and maintaining appropriate documentation.
Tracking and reporting progress on all active projects.
Independently planning, scheduling, and installing computer-related hardware.
Scheduling, set-up, and troubleshooting audio-visual equipment.
Monitoring network infrastructure, with emphasis on wiring closets and cabling.
Alerting Network Analysts to potential issues of concern regarding capacity and/or performance.
Managing application and network security by maintaining user accounts and network access privileges.
Maintaining asset records.
Monitoring licensing and distribution of software.
Assisting with the evaluation of new products.
Evaluating hardware and software function, performance, and utilization issues.
Troubleshooting problems and initiating corrective action.
Providing Level-1 Service Desk support to FRMC system users.
Providing technical assistance, training, and ongoing support to fellow Information Services staff, and users of FRMC systems.
Establishing appropriate procedures for system utilization.
Providing stand-by coverage as scheduled, and subject to call-in as needed.
Communicating ideas effectively.
Understanding and interpreting others' ideas.
Demonstrating courtesy, consideration, and patience.
Prioritizing organizational goals.
Managing fluctuations in work and schedule requirements effectively.
Demonstrating initiative and cooperation.