System Analyst

Margaret Mary Health•Batesville, IN

About The Position

The IS Support Analyst provides help desk support by answering, logging, tracking, triaging, troubleshooting, and resolving Information Systems support calls and end-user requests. The role includes hardware and software configuration and setup, inventory management, application and desktop support, printer administration, security requests, monitoring and follow-up of IS administration activities, and conference room management. The analyst works closely with end users, vendors, and subject matter experts to resolve problems and provide technical support. The position also supports technology deployments, device moves and retirements, mobile-device setup, user access, and security changes. It maintains accurate records in ticketing and inventory systems, communicates request status, supports users through changes, and contributes to service quality and system improvements. The schedule is flexible according to staffing and support needs; on-call technical support and irregular shifts during Go Live may be required.

Requirements

Associate's degree or equivalent in Computer Science, Business Information Systems, Data Analytics, Business Administration, or Healthcare Administration.
Over 3 years of relevant work experience is preferred.
Ability to analyze and troubleshoot software and hardware.
Ability to manage multiple tasks simultaneously.
Ability to execute detailed test plans for software applications.
Strong knowledge of Microsoft applications, Microsoft Project, XML, FTP, and reporting software.
Strong technical background in application analysis and troubleshooting.
Excellent customer-service skills when dealing with medical staff and technology vendors.
Knowledge of healthcare software and services.
Excellent interpersonal and communication skills.
Ability to assess, analyze, and solve problems with little or no supervision.
Technical troubleshooting skills and ability to maintain a knowledge database.
Ability to track and report defined metrics.
Ability to recommend, implement, and maintain system improvements and establish effective system-related policies and guidelines.
Ability to recommend and implement effective controls that minimize system outage risks.
Physical ability to use hands and talk constantly; walk and sit frequently; and occasionally push, pull, stoop, kneel, reach, climb, stand, and lift up to 50 pounds.

Responsibilities

Answer, log, track, triage, troubleshoot, prioritize, and resolve help desk and other technical support calls; document and escalate issues according to procedures and service-level timeframes.
Communicate issue status and resolution to requestors, complete follow-up, and escalate issues to management when appropriate.
Provide in-house technical and software support during office hours, including troubleshooting conference-room equipment and determining hardware, software, and training needs.
Install, configure, set up, and troubleshoot hardware and software applications; maintain user access to the network and EHR system; provide basic network support.
Provide technical support with on-call responsibility and work flexible schedules based on staffing and end-user support needs, including possible irregular shifts during Go Live.
Train new team members as requested, train or retrain team members on new technology, and share knowledge with technical and non-technical colleagues.
Notify departments of system downtime and provide timely support; promote system usage and communicate positively about systems.
Maintain and update issue-resolution documentation, the solutions database, and ticketing records before escalation to tier 2 support.
Set up and test PCs, printers, and applications; apply software updates; perform quality checks before deployment; train end users on deployment-related changes; and communicate replacement status.
Maintain accurate and timely hardware and device inventory records, including new, changed, removed, moved, and retired equipment.
Maintain technical equipment and complete preventative maintenance; identify, discuss, and implement opportunities to reduce costs and improve services.
Configure and test hardware as part of requested moves; document moves and ensure equipment locations address privacy, safety, and security concerns.
Check conference rooms regularly to ensure equipment is correctly located and functioning.
Configure mobile devices to user requirements, apply security settings, confirm signed mobile-device policies before release, complete deployment quality checks, train users, and document device changes in inventory software.
Handle password resets according to documented procedures; ensure security forms are completed and tracked; carry out security changes according to procedure; and notify area managers when requests are complete, including communicating user IDs and temporary passwords as appropriate.
Track and report defined metrics, recommend and implement system improvements, establish system-related policies and guidelines, and recommend and implement controls to minimize system outage risks.
Meet quality and service-level measures and contribute to improving help desk performance.