Senior Support Analyst

Lexington Medical Center

4d

About The Position

Under the general direction of the Support Services Coordinator, answers help desk calls, responds to help desk calls, sets up new PCs, installs software on the client PC, participates in new users setups on the network, troubleshoots software problems, troubleshoots hardware problems, replaces failed hardware.

Requirements

• Associate Degree in Computer Science or related field
• 2 Years of extensive experience with Windows operating systems
• MCSA or MCP
• Any certifications from the following exam or exams: CCNA (Cisco), A+, Network+, iNet+, Both Expert Word and Expert Excel MOUS certifications; CNA (Citrix).
• Experience with Microsoft Office Suite
• Proficiency in Personal Computers and Network Technologies
• Sound Hardware / Software Troubleshooting Skills
• Sound Telephone skills

Responsibilities

• Serves as primary for end users on all IT issues.
• Typically resolves user issues via telephone and remote control software.
• Build new PCs, participates in the installation of end user hardware.
• Installs new hardware and software on PCs.
• Provides timely and complete documentation of all support requests in the IS call logging application.
• Escalates tickets as appropriate to other IS support teams.
• Supports all remote users as hospital users.
• Periodically attends continuing education courses (internal regulation/self-improvement) keeping abreast of IS development.
• Within 180 days of obtaining formal training, it is required to obtain the certification associated with the course.
• Is required to obtain future certifications at the discretion of IS Management to keep pace with changing technology.
• Maintenance of an optimistic, professional, career oriented demeanor. Exemplifies excellent customer relations toward patients, visitors, physicians, and coworkers. Holds themselves accountable for conformity to Service Excellence Policy and "House Rules."
• Is part of an “On-Call” rotation of employees that are notified of and respond to afterhours support issues via pager.
• Performs all other duties as assigned by authorized personnel or as required in an emergency, e.g., fire or disaster.
• Acts as an escalation point for co-workers on the help desk.
• Helps train new help desk staff.
• Documents solutions, tips, and instructions to share with help desk staff..

Benefits

• Day ONE medical, dental and life insurance benefits
• Health care and dependent care flexible spending accounts (FSAs)
• Employees are eligible for enrollment into the 403(b) match plan day one. LHI matches dollar for dollar up to 6%.
• Employer paid life insurance – equal to 1x salary
• Employee may elect supplemental life insurance with low cost premiums up to 3x salary
• Adoption assistance
• LHI provides its full-time employees employer paid short-term disability and long-term disability coverage after 90 days of eligible employment
• Tuition reimbursement
• Student loan forgiveness

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees