IT SUPPORT ANALYST-1558

## IT Support Analyst
Demonstrates competencies in line with the core values that are the foundation of all activities performed by employees in order to achieve the Mission of Artesia General Hospital

• **Servant Leadership:** Demonstrates competence in serving others and prioritizing their needs.
• **Excellence:** Demonstrates competence in striving for the highest quality in all aspects of work.
• **Respect:** Demonstrates competence in respecting others and valuing their contributions.
• **Virtuousness:** Demonstrates competence in maintaining high ethical standards and integrity.
• **Innovation:** Demonstrates competence in embracing new ideas and technologies to improve healthcare.
• **Community:** Demonstrates competence in fostering a sense of community and collaboration.
• **Education:** Demonstrates competence in promoting continuous learning and development.

**ESSENTIAL FUNCTIONS:**

• Create service tickets for customer issues and escalate unresolved issues according to standard practice and procedures.
• Verify end-user credentials before providing or resetting access to applications and systems.
• Maintain, troubleshoot, and repair computer systems, including printers and other peripherals.
• Provide direct user support on-site and in the field.
• Evaluate user business needs and recommend appropriate hardware solutions. Diagnose errors or technical problems and determine proper solutions.
• Provide routine system maintenance as required. Document all system updates and repairs.
• Consult with customers to identify and specify clinical and technical requirements. Perform basic hardware and software troubleshooting, diagnostics, and remote repair if possible.
• Assign customer support calls to IT support analyst teams according to the procedure.
• Function as part of project teams to provide system deployment, upgrades, or relocation.
• Provide 24/7 support when scheduled

**ADDITIONAL RESPONSIBILITIES:**As Assigned
**AGE-RELATED COMPETENCIES:** Demonstrates the basic knowledge and skills necessary to identify age-specific patient needs appropriate for this position.
**INFORMATION MANAGEMENT:** Treats all information and data within the scope of the position with appropriate confidentiality and security.
**RISK MANAGEMENT/QUALITY MANAGEMENT/SAFETY:** Cooperates fully in all Risk Management, Quality Management, and Safety Activities and Investigations.
**ENVIRONMENTAL CONDITIONS:** The work environment consists of daily patient contact, which may include exposure to blood or other body fluids.
## Qualifications
M**INIMUM POSITION QUALIFICATIONS:**

• Associate’s degree in the technical, management discipline, or engineering. 1-2 years of Help Desk, Service Desk, or equivalent experience.
• Excellent customer service skills. Strong system diagnosis skills.
• Ability to perform a routine component replacement on desktops, laptops, and printers. Basic understanding of network protocols.
• Experience with disk imaging software.
• Proficient with Microsoft Office.
• Solid problem-solving abilities.
• Demonstrated ability to effectively handle tense customer service scenarios. Demonstrated knowledge of access and authentication controls.
• Demonstrated knowledge of enterprise architecture principles and practices.