Technical Support Analyst, On-Site (Full Time, Days)

NorthBay Health•Fairfield, CA

2h•$47 - $56•Onsite

About The Position

The Information Services Department at NorthBay Healthcare's purpose is to create a positively memorable and inspiring experience for each and every customer served, each and every time. They distinguish themselves by their ability to listen and empathize with others and by the exceptional efforts made to deliver uncompromising levels of service. They guide customers through a seamless information technology experience that provides tailored assistance and education responsive to individual needs and expectations. Their goal is to continue to value and delight customers with experiences that nurture powerful customer relationships. They take accountability for every aspect of the customer’s experience and continuously strive through every interaction to prove themselves as stewards of the NorthBay way. At NorthBay Health, the Technical Support Analyst works under the supervision of the Business Operations and Helpdesk Manager. Primary responsibilities include responding appropriately to incoming calls for help from all computer users in the organization; analyzing calls to develop an understanding of the nature, importance, and urgency of the problem; accurately documenting calls and/or service requests in a problem-tracking database system; personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an incident management application to ensure solutions are arrived at in a timely manner; and following up with customers to ensure their satisfaction with the quality and timeliness of service provided. Another responsibility is managing complex, multi-level tasks that require planning, coordination, and monitoring as a project. This position requires a technical aptitude, experience with a wide range of PC and network-based information systems, and excellent problem-solving skills to interpret user-reported problems and assign responsibility for resolving those problems to the most appropriate technical support resources. Excellent communications skills, both oral and written, are necessary to work effectively with computer users and with I.S. staff and vendors, as the job entails communicating throughout the day with people who have varied levels of understanding and skills relating to I.S. functions. Computer Operations tasks necessary to ensure system availability and data integrity for many business critical systems and applications may also be required. The T.S.A. incumbent will provide and promote superior customer service at all times.

Requirements

Technical aptitude
Experience with a wide range of PC and network-based information systems
Excellent problem-solving skills
Excellent communications skills, both oral and written

Responsibilities

Responding in an appropriate manner to incoming calls for help from all computer users in the organization
Analyzing calls to develop an understanding of the nature, importance and urgency of the problem
Accurately documenting calls and/or service requests in a problem-tracking database system
Personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor
Assigning appropriate due dates
Tracking problem calls using an incident management application to ensure solutions are arrived at in a timely manner
Follow-up with customers to ensure their satisfaction with the quality and timeliness of service provided
Managing complex, multi-level tasks that require planning, coordination and monitoring as a project
Providing and promoting superior customer service at all times
Computer Operations tasks necessary to ensure system availability and data integrity for many business critical systems and applications