Support Analyst

CHSGa•Macon, GA

About The Position

Join us at CHSGa IT – a place where you’ll be valued, recognized and rewarded for the vital work you do each day. We’ll surround you with a strong team and leadership that supports every aspect of your life – both inside and outside of our centers. And you’ll get to practice your passion in a non-profit, mission-driven organization that’s known for the highest level of care in our communities ESSENTIAL DUTIES AND RESPONSIBILITIES Primarily works backlog and call-back tickets, while working to increase personal knowledge of the customers we support. Supports customers encountering technical problems, including connectivity, desktop hardware, operating system, and software application functions. Accurately documents resolutions while maintaining a high degree of confidentiality regarding sensitive information and data pertaining to system security. Responsible for user account management in Active Directory and within applications, including add/change/remove in accordance with defined policies and procedures. Assists in the creation of departmental documentation (e.g., job aids, SOP’s, etc.). Participates in an on-call rotation for after-hours support. Recognizes when support from senior team members is necessary and escalates requests. Seeks to improve the customer experience while providing support. Responsible for an ongoing pursuit of knowledge, necessary to improve the support provided to the System, through formal training, self-motivated informal research on industry related trends and breaking news. Promotes the image and reputation of the System by exhibiting servant leadership and providing direct and open lines of communication. Contributes to the work of committees, workgroups, project management, and other collaborative efforts of the System. Performs other duties as necessary to ensure the success of the System. EEO / M / F / D / V / Drug Free Workplace As a non-profit organization, CHSGa provides access to care across the healthcare spectrum in all 159 Georgia counties. We are invested in our organization, our healthcare professionals, and the communities in which we live and work. Our mission inspires us to act boldly to address the needs of a growing, mature population in Georgia. We will continue to innovate and advance change in healthcare to better people’s lives in the state of Georgia.

Requirements

Associates degree, or 1 years of relevant experience.
Strong working knowledge of Microsoft Office Suite and Windows desktop operating systems across computing platforms (e.g., laptops, tablets, and desktop computers).
Ability to diagnose and troubleshoot incoming customer requests via phone and e-mail.
Ability to communicate technical concepts to non-technical audiences via phone, email, and an internal ticketing system.

Nice To Haves

Additional consideration is given to those possessing relevant certifications, such as: CompTIA A+ CompTIA Network+ CompTIA Security+

Responsibilities

Primarily works backlog and call-back tickets, while working to increase personal knowledge of the customers we support.
Supports customers encountering technical problems, including connectivity, desktop hardware, operating system, and software application functions.
Accurately documents resolutions while maintaining a high degree of confidentiality regarding sensitive information and data pertaining to system security.
Responsible for user account management in Active Directory and within applications, including add/change/remove in accordance with defined policies and procedures.
Assists in the creation of departmental documentation (e.g., job aids, SOP’s, etc.).
Participates in an on-call rotation for after-hours support.
Recognizes when support from senior team members is necessary and escalates requests.
Seeks to improve the customer experience while providing support.
Responsible for an ongoing pursuit of knowledge, necessary to improve the support provided to the System, through formal training, self-motivated informal research on industry related trends and breaking news.
Promotes the image and reputation of the System by exhibiting servant leadership and providing direct and open lines of communication.
Contributes to the work of committees, workgroups, project management, and other collaborative efforts of the System.
Performs other duties as necessary to ensure the success of the System.