IT Support Center Analyst
IT Support Center Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
HealthPartners is hiring for a fulltime Support Center Analyst.
POSITION PURPOSE:
The person in this position is responsible for investigating and resolving moderate to complex software hardware and infrastructure problems for HealthPartners systems and services. This person maintains Support Center documentation and additionally prepares and analyzes Support Center statistical reports. This position is expected to mentor and training other Support Center Analysts.
ACCOUNTABILITIES:
Answers evaluations and prioritizes incoming telephone voicemail email and inperson request for assistance from users experience problems with hardware software networking and other computerrelated technologies for high level complex issues.
Handles problem recognition research isolation resolution and followup for complex user problems.
Maintains HealthPartners IS&T incident and problem management database.
Maintains history records and related problem documentation.
Maintains excellent customer relationships.
Consults with programmers to explain software problems or to suggest potential software changes.
Analyzes incident reports and makes recommendations to reduce Support Center incident rates.
Acts of the Support Centers customer liaison for assigned organizational departments.
Trains and mentors other Support Center Analysts.
Assists business areas with writing support procedures and protocols.
SKILLS/EXPERIENCE:
Identify analyze and interpret computer problems and communicate them to customers and technical staff
Effectively presents information and responses to questions from customers
Experience resolving complex problems with a variety of variables and processes.
Ability to interpret a variety of instructions furnished in written oral or diagram formats
Plan and organize own work as well as that of others
Provide excellent customer service
Able to be available outside normal business hours including weekends and be on call 7 days x 24 hrs)
Solid desktop tool usage including Word Excel PowerPoint and Access
Solid understanding of a variety of computer hardware software and services
Excellent oral and written communication skills
Proven problem solving skills
Experience writing reports business correspondence and basic level procedure manuals.
REQUIRED QUALIFICATIONS:
High School Diploma and a certificate from a 6 to 12 month Information Technology program or related experience
5 year customer service experience in a technical environment
Required Experience:
IC
Employment Type
Unclear
