Technical Services Analyst

Bryan Health • Lincoln, NE

206d

About The Position

The Technical Services Analyst provides implementation, operational, and technical support for all Bryan Health devices used by physicians, employees, and contractors. This role involves providing technical leadership, guidance, and support to users and/or other technical staff on a wide variety of comprehensive and complex hardware and software issues. The analyst works closely with System Administrators, System Programmers, and LAN/WAN teams to oversee and implement security patching and updates, set security controls, and monitor workstations and peripherals installed on the Bryan network environment. Responsibilities include installation and configuration, diagnosing, repairing, maintaining, testing, and upgrading computer hardware, software, printers, and peripherals in a varied network environment. The analyst also provides initial training and ongoing technical assistance to users on system setups or modifications and collaborates with Service Desk personnel on problem resolution and follow-up.

Requirements

• Knowledge of principles and best practices.
• Knowledge and skillset of computer hardware and software network protocols and topologies.
• Knowledge and skillset of Active Directory, IP Control, SCCM, Dell-WMS/WYSE, Imprivata, Citrix, Sophos, Nessus, Epic device configuration and support.
• Knowledge of customer service philosophies pertaining to Service Desk functions.
• Moderate skills in the operation of personal computers and related hardware devices.
• Skill in exercising sound professional judgment and demonstrated problem solving abilities.
• Skill in providing strong customer service.
• Ability to plan and perform multiple tasks with frequent interruptions.
• Ability to organize, prioritize and implement work projects.
• Ability to actively participate in meetings and work groups.
• Ability to interact effectively with clients having a broad range of computer knowledge and ability.
• Ability to communicate effectively both verbally and in writing.
• Ability to work as a team member.
• Ability to maintain regular and punctual attendance.

Nice To Haves

• Associates degree in Computer Science or equivalent field of study preferred.
• Prior computer support experience in a hospital environment desired.

Responsibilities

• Commits to the mission, vision, beliefs and consistently demonstrates core values.
• Builds, tests, images, configures and installs desktop, virtual and software systems.
• Assists in managing the virtual desktops, Citrix environments, and Epic Secure kiosk for thin clients.
• Installs, configures, and tests full workstations, thin clients, audio & video equipment, display and status boards, and TVs.
• Installs, configures and tests software for mobile devices such as laptops, iPads, iPhones, Surface, Rover, Lawson handhelds, Android phones and tablets.
• Installs, configures and tests peripherals such as 2D scanners, armband printers, teleconferencing equipment, cameras, cash registers, credit card readers, dictation mics, docking stations, document scanners, fast tap devices, fingerprint readers, Rover printers, label printers, monitors, palm scanners, signature pads, speakers, specimen printers, telecommunication PCP-stethoscope, Wows, etc.
• Troubleshoots, diagnoses, and repairs a variety of technical, security and network related issues (TCP/IP, DNS, DHCP, VOIP, AD, firewall services).
• Provides end-point security through identifying risks and helping recommend and manage mitigating solutions.
• Develops and maintains device and software inventories, including establishing and closely following deployment and maintenance steps.
• Assists network personnel with connectivity issues, access rights, software configuration, printer setups and testing.
• Develops documentation for user instruction when appropriate; instructs users in use of equipment, software, and manuals.
• Answers user's inquiries in person, via telephone or remotely concerning systems operation.
• Contacts vendors as needed to assist with evaluation, installation, maintenance and problem resolution for vendor hardware and software.
• Resolves Service Desk call tickets and/or updates call status in the ticket tracking system in a timely manner.
• Researches and recommends software and hardware solutions to resolve customer problems or meet customer requirements.
• Participates in departmental quality processes; may facilitate teams as assigned.
• Enters restricted access areas, without supervision, to perform assigned work.
• Performs other related projects and duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED