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Love Where You Work!
Team Bronson is compassionate, resilient and strong. We are driven by Positivity which inspires us to be our best and to go above and beyond for our patients, for one another, and for our community.
If you’re ready for a rewarding new career, join Team Bronson and be part of the experience.
Location
BHG Bronson Healthcare Group 6901 Portage Road
Title
Analyst I Customer Support
The Customer Support Analyst I is responsible for providing excellent customer service to the Bronson user community for all Information Technology systems supporting the activities of Bronson Healthcare Group.
High school diploma or GED required
Associate’s degree (or equivalent experience) preferred
Previous customer service experience preferred
Certified Customer Service Professional is preferred
Certification or progress toward certification completion may be required dependent on an individual’s specific position
- Working expertise of user experiences with variety of applications; interest and aptitude for learning new applications
- Demonstrated proficiency in Microsoft Office Suite
- Ability to work with end users to determine problems and troubleshooting of software issues, hardware issues and process improvement workflows
- Ability to create system documentation, project plans, test scripts and education materials
- General familiarity of end user business practices, concepts and terminology sufficient to support the applications in a healthcare delivery environment
- Excellent telephone presence and interpersonal skills
- Monitors and controls computer equipment and/or on-line applications according to daily shift schedule
- Good customer service skills with the ability to communicate both orally and in writing
- Must be able to interact with customers from various levels in the organization to gather the information necessary to understand, address, and document their information technology related needs
- Must consistently negotiate and act on deliverables and timeframes with stakeholders, take ownership of issues, and respond to issues within expected timeframes
Work which produces very high levels of mental/visual fatigue, e.g. CRT work between 70 and 90 percent of the time, and work involving extremely close tolerances and considerable hand/eye coordination for sustained periods of time.
May involve considerable standing or walking, regular lifting of light-weight objects (i.e., 20 pounds or less) and assisting with heavier tasks such as assisting in lifting and moving patients. Minor straining or fatiguing positions must be assumed, and some fatiguing physical motions are required.
- Support and participate in the research, planning, installation, configuration, testing, troubleshooting, maintenance and upgrade of applicable systems. Analyze and evaluate present or proposed business procedures or problems to define data needs.
- Corrects routine and non-routine computer malfunctions or works with other IT staff and System Coordinators to correct individual problem situations.
- Develops and maintains collegial relationships with all System Coordinators and IT staff as relates to systems in area of responsibility.
- Keeps abreast of developments in the information systems and communications field and evaluates developments for applicability or incorporation into existing applications.
- Evaluates systems, processing, and development needs and recommends additional equipment or new systems.
- Participates in resolutions during outages or periods of degraded system performance.
- Participates in the preparation and authoring of supporting documentation, instruction manuals, and audit trails of program changes in accordance with systems and programming standards.
- Supports and maintains the technical literature library and the related system.
- Assists customers in problem resolution via phone, e-mail or in-person; documenting each request for services, investigating, troubleshooting, coordinating support/resolution efforts and resolving computer software and hardware problems for users.
- As assigned, observes the operation of the computer console panel, storage devices, printers and the actions of the console printer to monitor the system and determine the point of equipment or program failure.
- As assigned, observes equipment operation and reports unusual conditions to senior level personnel; monitors data network.
- Provides exceptional customer service with regard to help desk ticket resolution, phone, and desk-side assistance.
- Troubleshoots telecommunication problems throughout the system as they arise
- Performs basic equipment maintenance.
- Maintain logs on equipment and operations activity. Record and maintain hardware and software inventories, site and/or server licensing.
- Record and maintain hardware and software inventories, site and/or server licensing, and user access and security.
- Role may require driving. Must have a valid Michigan driver’s license and safe driving record. May drive company or personal vehicle to various locations to complete applicable job duties. Must be able to drive in all weather conditions.
Shift
Variable
Time Type
Full time
Scheduled Weekly Hours
40
Cost Center
1451 Information Technology Data Center (BHG)
Agency Use Policy and Agency Submittal Disclaimer
Bronson Healthcare Group and its affiliates (“Bronson”) strictly prohibit the acceptance of unsolicited resumes from individual recruiters or third-party recruiting agencies ("Recruiters") in response to job postings or word of mouth. Unsolicited resumes sent to any employee of Bronson by Recruiters, without both a valid written agreement with Bronson and a direct written request from the Bronson Talent Acquisition Department for a specific job position, will be considered the property of Bronson. Furthermore, no fees will be owed or paid to Recruiters who submit resumes for unsolicited candidates, even if those candidates are hired. This policy applies regardless of whether the Recruiter has a pre-existing agreement with Bronson. Only candidates submitted through a specific written agreement with the Bronson Talent Acquisition Department for a named position are eligible for fee consideration.
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