ITS Analyst - Customer Support and Technical Services - Memorial Hospital - Full Time - Days

The ITS Analyst (I II III) Customer Support & Technical Support typically reports to the
Supervisor Manager or Site Director of Customer Service and Technical Support and has no direct
reports.

POSITION SUMMARY
The role of the Customer Support & Technical Services Analyst is to provide second level desktop
support. They are responsible for resolving incidents as well as meeting customer satisfaction and
continuous service delivery demands. IT Support staff work in a dynamic fast-paced environment
which provides services over the phone through remote access and in person.

Analyst I - Under general direction provides second level desktop support to our user community
and their devices (PCs Laptops Printers Peripherals). Responsible for resolving incidents and
tasks as well as meeting customer satisfaction and continuous service delivery demands. IT
Support staff work in a dynamic fast-paced environment which provides services over the phone
through remote access and in person. The Desktop Analyst also supports our Application Teams
when necessary and provides limited on-site support to our Technical Teams.
Analyst II - Experienced and more knowledgeable Analyst who provides second level desktop
support to our user community and their devices (PCs Laptops Printers Peripherals). Responsible
for resolving incidents and tasks as well as meeting customer satisfaction and continuous service
delivery demands. IT Support staff work in a dynamic fast-paced environment which provides
services over the phone through remote access and in person. The Desktop Analyst also supports
our Application Teams when necessary and provides limited on-site support to our Technical
Teams.
Analyst III - Serves at a high level experience and expertise demonstrated in all areas and can
function as a Project Manager if assigned. Serves as a mentor to less experienced staff and can fill
in for leadership when needed. Analyst provides second level desktop support to our user
community and their devices (PCs Laptops Printers Peripherals). Responsible for resolving
incidents and tasks as well as meeting customer satisfaction and continuous service delivery
demands. IT Support staff work in a dynamic fast-paced environment which provides services over
the phone through remote access and in person. The Desktop Analyst also supports our
Application Teams when necessary and provides limited on-site support to our Technical Teams.

ACCOUNTABILITIES
*All duties listed below are essential unless noted otherwise*
1. Assist/complete escalated incident tickets.
2. Create Test and Imaging Devices.
3. Active Directory user & device administration.
4. Enter/ Complete standard security & purchase requests.
5. Can work independently.
6. Small project management.
7. Documentation (KBs).
8. Mentors staff (AII AIII).
9. Ability to recognize a trend with system wide impact and create PRB ticket in Service Now.
Work with other teams as needed to resolve.
10. Attend meetings in absence of supervisor/manager (Analyst III).
11. Assesses/completes more complex tasks.
12. Review and address automated reports /notifications (Scom Service Now). Work with teams
to resolve.
13. Participate in on Call Rotation.
14. Other duties as assigned.

Education:
I - Recommend an Associate Degree technical certification or equivalent experience in providing
end user technical support. Knowledge of desktop hardware software applications operating
systems network infrastructure and telephony is preferred. The ability to logically solve problems
with an aptitude for technology is required.
II - Recommend an Associate Degree technical certification or equivalent experience in providing
end user technical support. Knowledge of desktop hardware software applications operating
systems network infrastructure and telephony is preferred. The ability to logically solve problems
with an aptitude for technology is required. 3 years of experience required 5 preferred.
III - Recommend an Associate Degree technical certification or equivalent experience in providing
end user technical support. Knowledge of desktop hardware software applications operating
systems network infrastructure and telephony is preferred. The ability to logically solve problems
with an aptitude for technology is required. 5 years of experience required 6 preferred.
Skills: Capable of quickly absorbing knowledge of assigned clinical software applications and
healthcare operations. Obtaining and maintaining any certifications that are required. Recent work
experience in providing end user technical support may be substituted in lieu of degree.
Years of Experience: 1-6 years of experience
Certification: A certification

PREFERRED QUALIFICATIONS
Skills: IT background Effective oral written communication and follow-up skills. Strong
interpersonal relationship skills. Task management and problem-solving skills expected. Project
management and leadership experience desired. Requires strong self-motivation interpersonal
and organizational skills. Strong desktop tool usage including Word Excel and PowerPoint. Self motivated detail-oriented problem solver.

The above list of accountabilities is intended to describe the general nature and level of work performed by the incumbent; it should not be considered exhaustive.

ProMedica is a mission-driven not-for-profit health care organization headquartered in Toledo Ohio. It serves communities across nine states and provides a range of services including acute and ambulatory care a dental plan and academic business lines. ProMedica owns and operates 10 hospitals and has an affiliated interest in one additional hospital. The organization employs over 1300 health care providers through ProMedica Physicians and has more than 2300 physicians and advanced practice providers with privileges. Committed to its mission of improving health and well-being ProMedica has received national recognition for its clinical excellence and its initiatives to address social determinants of health. For more information about ProMedica please visit