Technical Analyst II

HCA Healthcare • Aventura, FL

72d

About The Position

The Technical Analyst II implements and supports facility and division desktop equipment, and is the key technical resource responding to end user desktop incidents and requests reported to the Service Desk. Technical Analyst II will also be responsible for mentoring, supporting and training entry-level Technical Analysts. Problems beyond the scope of their ability or responsibility are communicated in a timely manner to senior-level support personnel. Support to other division and facility IT personnel is provided, as warranted, and participation in 24x7 on-call support is provided based on division IT staff rotation. The Technical Analyst II adheres to and supports HCA IT policies and procedures, and recommends process changes that improve the implementation, maintenance and support of IT&S desktop equipment and software. Based on proficiency with PC-based equipment and cabling, the Technical Analyst II can provide expanded on-site support to technical resources, if needed.

Requirements

• Bachelor's degree in information systems or healthcare related field is preferred.
• Must have three years IT experience.
• Basic certification in A+ and Microsoft desktop product support is preferred; education and/or experience may be substituted for A+ certification.
• Valid state drivers license and proof of auto insurance, if applicable.

Responsibilities

• Installs and repairs facility and division IT&S equipment and software per HCA and division IT&S standards and guidelines, including but not limited to terminals, personal computers, printers, cabling, and related software products.
• Responds to and resolves inquiries and requests for assistance with division or facility computer systems, and provides a superior customer support experience for division and facility users.
• Analyzes and provides hands-on support for moderate to complex inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed.
• Logs and tracks problems; reviews problem tracking databases.
• Mentors, trains and supports entry-level technical analysts.
• Performs facility-based moves, adds, and changes (MACs), as needed.
• Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures.
• Provides 24x7 on-call support based on division IT staff rotation, and carries a pager as warranted.
• Aids and trains users on division and facility technology.
• Performs preventative maintenance.
• Recommends process changes that improve the implementation, maintenance and support of IT&S desktop equipment and software.
• Effectively works with customers, Service Desk and Technical Services personnel.
• Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance.

Benefits

• Comprehensive medical coverage that covers many common services at no cost or for a low copay.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing.
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service).
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock.
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for child, elder and pet care, home and auto repair, event planning and more.
• Consumer discounts through Abenity and Consumer Discounts.
• Retirement readiness, rollover assistance services and preferred banking partnerships.
• Education assistance (tuition, student loan, certification support, dependent scholarships).
• Colleague recognition program.
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence).
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: Bachelor's degree