ITS Analyst - Customer Support and Technical Services - Full Time - Days

at  ProMedica

Job Description:
ProMedica Toledo Hospital is one of the largest acute-care facilities in the region. Our 794-bed hospital is staffed by more than 4,800 professional healthcare employees who serve a 27-county area throughout northwest Ohio and southeast Michigan. We also have the area’s largest board-certified medical staff, which is made up of more than 1,000 primary care and specialty physicians. Excellent customer service skills and the ability to work in a fast-paced environment are a must. In addition, for 15 consecutive years, residents of Greater Toledo have named us the Consumer Choice Award winner in our market. In fact, we’re the only hospital in northwest Ohio to receive this honor.
The role of the Customer Support & Technical Services Analyst is to provide second level desktop
support. They are responsible for resolving incidents as well as meeting customer satisfaction and
continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment
which provides services over the phone, through remote access and in person.
Analyst I - Under general direction provides second level desktop support to our user community
and their devices (PCs, Laptops, Printers, Peripherals). Responsible for resolving incidents and
tasks as well as meeting customer satisfaction and continuous service delivery demands. IT
Support staff work in a dynamic, fast-paced environment which provides services over the phone,
through remote access, and in person. The Desktop Analyst also supports our Application Teams
when necessary and provides ‘limited’ on-site support to our Technical Teams.
All duties listed below are essential unless noted otherwise
1. Assist/complete escalated incident tickets.
2. Create, Test and Imaging Devices.
3. Active Directory user & device administration.
4. Enter/ Complete standard, security & purchase requests.
5. Can work independently.
6. Small project management.
7. Documentation (KB’s).
8. Mentors staff (AII, AIII).
9. Ability to recognize a trend with system wide impact and create PRB ticket in Service Now.
Work with other teams as needed to resolve.
10. Attend meetings in absence of supervisor/manager (Analyst III).
11. Assesses/completes more complex tasks.
12. Review and address automated reports /notifications (Scom, Service Now). Work with teams
to resolve.
13. Participate in on Call Rotation.
14. Other duties as assigned.
Job Requirements:
Education:
I - Recommend an Associate Degree, technical certification, or equivalent experience in providing
end user technical support. Knowledge of desktop hardware, software applications, operating
systems, network infrastructure, and telephony is preferred. The ability to logically solve problems
with an aptitude for technology is required.
Years of Experience: 1-6 years of experience
Certification: A+ certification

PREFERRED QUALIFICATIONS

Skills: IT background, Effective oral, written communication, and follow-up skills. Strong
interpersonal relationship skills. Task management and problem-solving skills expected. Project
management and leadership experience desired. Requires strong self-motivation, interpersonal,
and organizational skills. Strong desktop tool usage including Word, Excel, and PowerPoint. Self motivated, detail-oriented, problem solver.
ProMedica is a mission-based, not-for-profit integrated healthcare organizational headquartered in Toledo, Ohio. For more information, please visit www.promedica.org/about-promedica
Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact employment@promedica.org
Equal Opportunity Employer/Drug-Free Workplac

Please refer the Job description for details