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System Support Analyst
Requisition # 10228
Phoenix Health Systems, Inc., a nationally recognized healthcare IT outsourcing and consulting company is currently seeking a System Support Analyst to work at our client sites in various parts of the United States.
Summary:
The incumbent in this role performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, in support of the Phoenix Rural Hospital Solution and Medsphere OpenVista platform. The System Support Analyst will be a seasoned professional versed in daily maintenance and improvement of existing systems, responding to incoming requests for technical assistance and provides rapid high-level customer-service oriented desktop support to the end user environment.
The main interface to the customer, he/she will work independently at a client site as the main IT contact for break/fix, IMAC (install, moves, adds and changes) and first level application support. When required, he/she will interface with other Phoenix support team to ensure proper attention is given to end user issues. Strong customer communication and business skills are needed as direct customer interaction is often required.
Essential Duties and Responsibilities:
- Ability to work independently.
- Demonstrate strong customer focus skills.
- Demonstrate ability to focus on attention to detail.
- Demonstrate ability to take initiative and be positive.
- Day to day communication and relationship management with users.
- Oversight of all Phoenix designated services.
- Oversight of all retained services per contract.
- Ensure proper attention is directed to outstanding issues.
- Ensure adherence to contracted SLA's.
- Coordination of all in-scope ancillary systems support.
- Report generation and on-site governance.
- Builds strong working relationships with end-user community.
- Oversight of third party vendor support.
- Attends weekly, monthly and semi-annual governance meetings.
- Efficiently isolate and assess the potential root causes of technical problems.
- Provide weekly status reports to officer-in-charge.
- Propose suggestions to improve systems infrastructure and procedures as needed within the IT environment.
- Plan and organize regular PC service improvements (ex: icons, connectivity, virus protection)
- Evaluate new hardware and software.
- Develop high-level job competencies (ex: wireless support, desktop recovery, first level network assessments, first level application support, etc) to sustain strong customer satisfaction rating.
- Provide first-level IT support for areas implementing Medsphere OpenVista clinical documentation.
- May participate in information technology and infrastructure projects; assists in defining hardware/software standards for the company; tests new equipment and systems prior to implementation; implements and communicates new technology to internal end users.
- Coordinates transfer of customer data during system upgrades or machine breakdowns.
- Assists facilities with on-site project work for office relocation or refurbishment as needed.
- Provides assistance to Phoenix Leveraged Service Center as requested.
- Receives and works on break/fix requests from the Service Desk; sends users replacement systems and receives repaired systems from the repair vendor.
- Participates in on-call support during specific periods.
Qualifications:
- Excellent oral and written communication skills; ability to communicate at all levels of an organization.
- Strong time management and organizational skills.
- Advanced understanding of various desktop Operating Systems including Windows NT, Windows 2000 and Windows XP.
- Thorough understanding of Microsoft Outlook, Microsoft Exchange and other office related software.
- Experience with help desk protocols preferred.
- Advanced knowledge of PC hardware: desktops, laptops, printers and PDA's
- Strong troubleshooting skills; ability to troubleshoot and resolve issues with cabling and termination.
- Strong knowledge of TCP/IP protocols.
- Must be able to work with mobile communication devices.
- Strong customer focus.
Education/Experience:
- B.S. in Computer Science or four plus years of experience in a senior desktop role.
- Experience working with PCs, in a formal business environment.
- Working knowledge of networks, PC related hardware/software (Windows 95/NT/2000/XP) and PC maintenance required.
- Experience with support of IT devices in healthcare is preferred.
- Healthcare industry experience is a plus.
- A+ Certification and Network+ Certification required or must be obtained within 90 days for A+ and 180 days for N+. N+ may be substituted for an equivalent network certification.
Phoenix offers strong career potential with excellent, competitive salaries and benefits, including a 401(k) investment plan, health and dental insurance coverage, life insurance, disability insurance, and more.
Now is an exciting time to become a part of our enthusiastic, highly professional team environment. We are looking for candidates that want to contribute and be part of a dynamic team where everyone's ideas and contributions make a difference.
Relocation assistance may be available to suitable candidates. For immediate consideration, please forward your resume including cover letter and salary expectations to Human Resources via e-mail jobs@phoenixhealth.com . NO PHONE CALLS, PLEASE. |
