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

Fairfield, California, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Aug, 26

Salary

56.46

Posted On

23 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Analytical Skills, Organizational Skills, PC Hardware Diagnosis, Network Configuration, Memory Management, Printer Repair, Problem Solving, Incident Management, Written Communication, Oral Communication

Industry

Hospitals and Health Care

Description

DEPARTMENT PURPOSE STATEMENT The Information Services Department at NorthBay Healthcare our purpose is to create a positively memorable and inspiring experience for each and every customer we serve, each and every time we have the opportunity to serve them. We distinguish ourselves by our ability to listen and empathize with others and by the exceptional efforts we make to deliver uncompromising levels of service. We are here to guide our customers, through a seamless information technology experience that provides tailored assistance and education responsive to individual needs and expectations. Our goal is to continue to value and delight our customers with experiences that nurture powerful customer relationships. We take accountability for every aspect of our customer’s experience and continuously strive through every interaction we engage in to prove ourselves as stewards of the NorthBay way. JOB SUMMARY At NorthBay Health the Technical Support Analyst Works under the supervision of the Business Operations and Helpdesk Manager. Primary responsibilities include 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; and follow-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.

Responsibilities

The analyst responds to technical support calls, documents service requests, and resolves PC and network-based issues for organization users. They are also responsible for managing complex technical tasks as projects and ensuring high levels of customer satisfaction.