IT Technical Support Analyst

at  Rotech Healthcare Inc

ABOUT ROTECH

Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states. For additional information, visit our company homepage Rotech.com

JOB SUMMARY

We are seeking a dedicated Technical Support Analyst to join our team. In this position, you are responsible for helping users resolve issues with enterprise end user computer hardware and infrastructure or software applications. You respond to user inquiries, assess problems and issues with IT equipment and applications, and resolving these issues for users within predetermined SLA’s. You also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise. Employees in this position need to balance creative and technical problem solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the enterprise IT end user environments productively and efficiently software and resources they need for work.

REQUIRED EDUCATION AND/OR EXPERIENCE

• High school diploma or GED equivalent, required

PREFERRED EDUCATION AND/OR EXPERIENCE

• Technical school diploma or equivalent experience, preferred
• Two years Support experience in Microsoft environment
• Basic knowledge of SQL is preferred with the ability to write simple SQL queries, extract, and analyze data from SQL databases
• One year of related work experience, preferred

SKILLS AND COMPETENCIES

• Effectively communicate in English; both oral and written
• Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
• Maintain confidentiality, discretion and caution when handling sensitive information
• Multi-task along with attention to detail
• Self-motivation, organized, time-management and deductive problem solving skills
• Work independently and as part of a team

MACHINES, EQUIPMENT AND TECHNICAL ABILITIES

• Knowledge of Microsoft Windows desktop operating environments, as well as exposure to industry products, terminology and trends
• Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems
• Email transmission and communication
• Internet navigation and research
• Microsoft applications; Outlook, Word and Excel
• Office equipment; fax machine, copier, printer, phone and computer and/or tablet

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

• Ability to interact effectively with employees at varying levels of the organization
• Because they frequently play a direct role in resolving user issues, this position requires excellent technical and computer skills
• By maintaining detailed records, the IT Dept. can also look at a user’s history of software or hardware issues and make recommendations to prevent future problems
• Complies with and supports ITIL and Security standards, policies, and procedures
• Escalates user support requests to higher-level IT technicians and experts if they are unable to resolve the issue on their own
• For relatively simple issues, a solution to the problem can be devised without the IT department taking further action
• Functional understanding of company systems and procedures
• Handle incoming queries and help requests from end users, via either email, phone, fax, or Rotech ticketing system
• Knowledge Articles and FAQ documents for users that detail common issues and how to resolve them, department documents that outline standard operating procedures and practices, and help sheets that can be distributed throughout the organization
• Make decisions when dealing with multiple alternatives
• May receive/request the user’s hardware so that IT specialists can conduct analyses and determine how to fix the problem
• Notes can help diagnose and repair complex issues and provide IT departments with data regarding recurring issues and problems reported by multiple users
• Prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system
• Provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user’s problem
• Remotely accessing the user’s computer and making changes to their system and settings
• Requires clear, articulate, polite and patient communication with the end user and other support staff to successfully assist with resolution of the issue
• Resolve many users’ technical issues as they arrive
• Responsible to handle confidential employee information as per corporate guidelines and policies
• Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs
• Supports department-wide operations by creating, editing, and maintaining IT documents
• Take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests, this involves asking questions to determine the full scope of the user’s issue
• Throughout the user support process, maintain detailed records of user issues with software and hardware within the Rotech ticketing system
• Walk the user through steps they can take to resolve the issue on their own
• Walk users through update and installation processes for software and peripherals
• Work is performed with little supervision and requires initiative and judgment
• Performs other duties as assigned