Associate Technical Support Analyst - ONSITE at MunsonHealthcare1

A Day in the Life  • An Associate Technical Support Analyst works under the general supervision of the IS Manager. This position is responsible for IT equipment implementation and support functions. Assists senior staff and project leaders in the configuration, maintenance and installation of IT equipment. This level is staffed by beginners who have sufficient educational background and/or experience to qualify them to start in this partially supervised role.   • Functional Knowledge • Provides operational support of technology. • Provides concise, timely and detailed documentation of activities related to hardware/software service requests, installations and removals. • Assists with maintenance of technical documentation of operational processes and procedures. • Assists with 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 approporate IS resources. • Assists with preparation, installation and removal of hardware and software. • Assists with connection of hardware to the network. • May be 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. • Contributions and Achievements • Provides production support and complete assignments from Management or fellow team members. • Fulfills expectation of the team. • Provides help to the team to ensure common goals are achieved. • Willingly accepts tasks/assignments that challenge development/skill level. • Analyzes, plans, and completes work accurately and on time. • Business Knowledge • Demonstrates knowledge of job/assignment-related business functions. • Demonstrates knowledge of job/assignment-related applications that support the healthcare functions (i.e. Radnet and PACS are radiology applications). • Demonstrates knowledge of general IS operations seeing how all the areas fit together (i.e, how does Ambulatory Applications interface with Clinical Applications) • Coaching and Mentoring • Effectively seeks out those who can provide coaching in new job skills. • Asks questions to gain knowledge and seeks out training opportunities. • Demonstrates ability to find answers/develop skills, regardless of information source. • Actively seeks learning opportunities, whether within and/or outside of the organization. • Applies learned knowledge to the job. • Leadership • Learns facilitation skills and applies them as a participant in team meetings. • Earns the trust of others. • Plans work with minimal guidance. • Readily accepts new responsibilities and has a good work ethic. • Teamwork • Works cooperatively within the team environment and with others across IS. • Understands the importance of personal accountability in a team environment. • Demonstrates ability to work on small teams that may involve other areas within IS and within the organization. • Communication Skills • Communicates clearly and accurately about tasks assigned; readily seeks clarification. • Articulates progress on assigned tasks. • Utilizes all forms of communication in their basic form (email, voice mail, IM, etc.). • Demonstrates listening skills. • Problem Solving Skills • Develops/demonstrates ability to use analytical skills to solve problems with occasional guidance. • Social Behaviors • Demonstrates core values at MHC. • Behaves pleasantly with customers/co-workers. • Gives others a sense of wanting to help. • Demonstrates respect for self and others. • Understands the need for professionalism. • Reflects a positive attitude in day to day experiences. • Demonstrates punctuality for meetings and determined work times. • Customer Service • Responds to customer needs in a timely, appropriate and professional manner. • Develops and maintains knowledge of when to escalate issues. • Maintains regular communication on progress of issues.