Helpdesk & Network Support Analyst

Description

Position Summary:  This is an onsite position only.

Under the supervision of the Information Technology Manager, support the computing needs of the healthcare organization/department consisting of local area networks and servers, wide area networks, stand-alone PC’s running multiple software applications such as word processing, database and spreadsheet management, desktop publishing, graphics and custom developed applications and/or enterprise-wide HIS/EHR (Cerner CommunityWorks). Manages the helpdesk applications and maintains departmental organization.

Must have knowledge of the principles and procedures of network and stand-alone applications. Knowledge of capabilities of IT, computers, applications, and peripheral equipment. Knowledge of computer operating systems, software applications and hardware configurations is required. Knowledge of various computer network operating platforms and understanding of computer component compatibility. Operating knowledge of PBX systems, analog and digital telephone communication systems.

POSITION ACCOUNTABILITIES AND PERFORMANCE CRITERIA:

· Perform systems analysis and/or systems support including computer system specifications development, developing systems and operational procedures, developing data models and writing, testing and/or maintaining computer application programs. Work with HIS/EHR (Cerner CommunityWorks) and other vendors establishing a rapport that is most beneficial to the healthcare organization.

· Troubleshoot hardware, software and network problems and initiate corrective procedure; install and maintain software and hardware.

· Update and maintain various application software such as operating systems, security software, medical applications, anti-virus systems, directory maintenance, capacity and resource management systems, web/database/application/email, local software utilities and print systems.

· Instruct staff in the use of applications as needed. Work with staff to provide training to new employees and ongoing training to existing staff.

· Maintain a number of applications and related hardware and other critical services.

· Build, deploy, troubleshoot, and maintain applications and hardware equipment.

· Troubleshoot, isolate, and research problems with applications and work with vendors to resolve any problems. Troubleshoot application/hardware performance issues.

· Apply operating system updates and patches to PC’s.

· Respond to technical support queries from staff via help desk software, email and phone in a prompt and timely manner.

· Supporting end users through phone, remote access of workstation or in person.

· Troubleshoot, isolate, and research problems, recommending solutions and escalating the issue when necessary.

· Communicate known problems/fixes to IS team members, submitting knowledge solutions as needed, notifying management and end user communities where applicable.

· Create workaround procedures when standard procedures have failed.

· Take call as assigned by the Manager of Information Technology.

· Other duties as assigned by the Manager of Information Technology.

Requirements

POSITION QUALIFICATIONS:

· Must be able to handle frequent interruptions and distractions, as they are a normal part of the working environment.

· Must be able to prioritize and quickly return to emergent tasks when interrupted.

· Able to follow verbal and written instructions and be able to perform work with attention to detail.

· The ability to project a professional, positive friendly image of the facility with all contacts; patients, the general public and all staff members of Mid Valley Hospital.

REQUIRED CERTIFICATION/LICENSURE/REGISTRATION:

None

· Non-Clinical Personnel: This position has no responsibility for the assessment, treatment, or care of patients. However, the ability to communicate and interact with patients of all ages is required.

KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED:

· High school diploma or equivalent.

· AA degree in Computer related field or a combination of work experience and college courses in the computer field.

· 1-3 Years in help desk support.

OTHER QUALIFICATIONS:

· Valid driver license

· Knowledge of Networking and LAN/ WIFI, especially Microsoft Windows OS’s.

· Knowledge of current MS Office.

· Possess good time management/organization skills necessary to assist in developing IT processes/procedures and to manage own work queue, perform escalations, and assist in team projects

· Knowledge of networking protocols and network configuration (DNS, TCP/IP, etc).

· Working knowledge of computer hardware, switches, routers, and firewalls.

· Abili