Munson Medical Center Sr. Technical Support Analyst in Manistee, Michigan

POSITION SUMMARY

The Sr. Technical Support Analyst demonstrates high proficiency in the development and support of the technical support team. Provides complex business or technology solutions to customers and technical support team. May be asked to lead projects. Uses effective communication skills to consult with physicians and hospital staff. Understands the major business functions within the hospital and customer requirements. Installs new equipment and replaces old equipment. Helps IS teams resolve issues with existing and new equipment. This level requires seasoned staff with educational background and/or experience to perform tasks independently. This level coaches team members as requested and begins mentoring of individuals.

Will be required to lead large, complex projects.

QUALIFICATIONS/REQUIREMENTS:

Experience

  • Background in information systems required.

  • Has experience in a complex multi-platform environment required.

  • Experience working with vendors beneficial.

Education

  • Bachelor’s degree with 2 years experience or equivalent experience (or the equivalent) in CIS, MIS, IS, Computer Science, Engineering or Business Administration with emphasis in information systems required.

Technical Knowledge

  • Working knowledge of Project Methodology required.

  • Intermediate knowledge of Microsoft Office and Internet Explorerrequired.

  • Ability to use email, voice mail and IM and related technologies required.

  • Intermediate knowledge of the operation and configuration of Microsoft Windows operating systems required.

  • Familiarity with the command line interface required.

  • Intermediate troubleshooting skills for computer hardware, operating systems, application and desktop issues required.

  • Intermediate troubleshooting skills for laser and ink jet printers, label printers, scanners and fax machines required.

  • Troubleshooting basic network connectively issues required.

  • General understanding of a networked environment required.

  • Experience with Active Directory required.

  • IT Project+ Certificate (or equivalent) beneficial.

  • Intermediate knowledge of downtime operations beneficial.

  • A+ Certification beneficial.

  • MCDST Certificationbeneficial.

  • Experience managing hardware, software and project budgets beneficial.

  • Basic knowledge of Apple hardware and operating systems beneficial.

  • General knowledge of WAN/LAN networks and server environments beneficial.

  • Experience leading small to mid-size IS projects beneficial.

Miscellaneous

  • Ability to work independently required.

  • Ability to follow detailed instructions required.

  • Exhibit strong written and verbal communication skills required.

  • Effective verbal and written communication skillsrequired.

  • Possess excellent Customer Service skills required.

  • Ability to completely and accurately document customer issues in the current call logging system required.

  • Experience with one-on-one user education required.

  • Ability to develop an orderly plan for execution of a project required.

  • Ability to work with IS staff, vendors and others to trouble-shoot issues, develop new documentation and processes required.

  • Experience writing technical computer documents beneficial.

  • Pursues life-long education especially in career path beneficial.

  • Ability to train and mentor staff beneficial.

  • Ability to develop, assemble and provide education on new processes beneficial.

  • Development of staff (including evaluations, mentoring, educating) beneficial.

  • Ability to develop, assemble and education on new processes required

  • Development of staff (including evaluations, mentoring, educating), required.

ORGANIZATION: Under the general supervision of a Manager, but may receive advice and assistance from Director of Information Systems. Maintain a professional working relationship within Information Systems, all hospital staff and other regional healthcare facilities and vendors.

Must maintain a professional working relationship with staff from user departments, other regional healthcare facilities and hardware vendors.

Under the supervision of the Lead Technical Support Analyst(s) whenever the Manager is unavailable

No managerial or supervisory responsibility.

COMMON TO ALL IS JOB DESCRIPTIONS REGARDLESS OF LEVEL:

  • Supports the Munson Medical Center mission statement.

  • Embraces and supports the CQI philosophy of Munson Medical Center: We are committed to the name “Munson” meaning excellence. We will provide services that meet our customers’ requirements every time.

  • Safety is a self-responsibility. Know the physical requirements of the job and work within those guidelines. Perform job duties safely at all times, utilizing learned body mechanics and transferring / lifting techniques. Plan your actions to promote safety. Report any unsafe situation / equipment according to hospital procedure.

  • Contributes to the team orientation of the Information Systems and, as such, is responsible for proper communication with pertinent department members.

ESSENTIAL FUNCTIONS (Core 10 Key Descriptors):

Functional Knowledge

  • Provides operational support of technology.

  • Provides concise, timely and detailed documentation of activities related to hardware/software service requests, installations and removals.

  • Responsible for maintenance of technical documentation of operational processes and procedures.

  • Responsible for maintenance of departmental documentation including hardware and software inventories.

  • Monitors and processes tickets.

  • Monitors, troubleshoots and resolves hardware, operating system, application and desktop problems following documented procedures.

  • Escalates more complex issues to appropriate IS resources and ensures issue gets resolved.

  • Responsible for preparation, installation and removal of hardware and software.

  • Responsible for connection of hardware to the network.

  • Required to work with vendors or other IS staff in resolving application, operating system, desktop, network and hardware issues.

  • Performs pre-defined functions during downtime procedures including departmental rounding and relaying pertinent information to the command center.

  • Performs spreadsheet, database and word processing functions.

  • Provides one-on-one education to users.

  • Maintains proper security at all times.

  • Manages multiple tasks simultaneously without supervision.

  • Provides and implements ideas for improving customer service.

  • Performs analysis to solve business or technological issues with little or no guidance.

  • Monitors trouble tickets and ensures they are resolved according to SLA timelines.

  • Develops a training program for the department and provides new hire orientation.

  • May assist with the annual assessment of the staff.

  • Assures team maintains technical documentation of operational processes and procedures.

  • Assures team maintains of departmental documentation of hardware billing and inventory.

  • Leads teams across the healthcare system (not necessarily within IS).

Contributions and Achievements

  • Demonstrates initiative and looks for opportunities for improvement.

  • Seeks involvement in large/complex projects that span IS and the organization.

  • Consistently delivers on tasks/assignments that challenge current development/skill level.

  • Participates in defining strategy and tactics.

Business Knowledge

  • Demonstrates in-depth awareness of customers and their major business functions within area of expertise.

  • Recognizes opportunities for customers, such as process redesign/optimization or leveraging functionality of systems.

  • Understands technical solutions and works with vendors to find solutions.

  • Demonstrates general understanding of healthcare operations (outside area of expertise).

  • Participates in work outside specific area of business/expertise.

Coaching and Mentoring

  • Actively seeks to mentor and develop junior team members and peers.

  • Actively seeks new ways to organize work to meet the skills and strengths of peers/junior team members.

  • Actively seeks learning opportunities to develop and challenge current skill level and to stay current with industry direction.

Leadership

  • Leads medium projects groups using defined methodology.

  • Recognizes needs, proposes new ideas, and defines scope, requirements, and timetables.

  • Sees the bigger picture.

  • Listens well and leads team to effective decision-making.

  • Demonstrates effective negotiation skills.

  • Seeks opportunities to develop and understands own leadership style and capabilities.

  • Effectively prioritizes the work of self, project, and team members.

  • Demonstrates effective facilitation skills.

  • Resolves team conflicts.

  • Escalates appropriate issues for discussion -- as well as options and recommendations -- to management’s attention.

  • Develops a network of industry peers outside of MHC.

Teamwork

  • Demonstrates ability to work with all levels and roles of members within the organization.

  • Works constructively with others despite differences in interest, perspective or needs.

  • Actively participates and adds value in team settings.

  • Models consistent accountability and ownership.

Communication Skills

  • Shows appropriate comfort level in front of large and diverse groups both within and outside the IS departments.

  • Demonstrates that verbal and written communications are concise, articulate, tactful, and tailored to the audience.

Problem Solving Skills

  • Demonstrates the ability to independently identify complex issues, options, pros and cons, and recommended solutions with appropriate documentation to support options.

  • Brings best practice of the industry to the table.

  • Understands impact of change on process system-wide.

Social Behaviors

  • Demonstrates core values at MHC, becoming a role model for others.

  • Shows a commitment to and ownership of quality work for self and team.

  • Shows a commitment to the MHC organization and IS department initiatives and strategy.

  • Adjusts quickly to new situations.

  • Displays productive energy on work assignments.

Customer Service

  • Develops and reviews appropriate expectations or service levels with customers.

  • Shows ability to facilitate outstanding service recovery.