Tech Analyst I

OU Health•Oklahoma City, OK

10d

About The Position

The Technical Analyst I implements and supports facility IT desktop and peripheral equipment acting as a technical resource responding to end user incidents and requests reported in ServiceNow as well as project related duties. Problems beyond the scope of their ability or responsibility are communicated in a timely manner to senior-level support personnel. Support to other facility IT personnel is provided, as warranted, and participation in 24x7 on-call support is provided based on IT staff rotation.

Requirements

Graduate of a Technical/Trade School or Associate’s Degree required.
0-3 years of experience required.
Valid driver’s license required
Demonstrates ability to multi-task
Possesses analytical skills
Demonstrates a customer orientation, strength in analytical, math, and reasoning skills
Effectively communicates verbally and in writing
Possesses proficiency in MS Office applications
Must be able to drive a personal vehicle to assigned sites to complete work

Nice To Haves

Comp TIA A+ Certification preferred
HDI Desktop Advanced Support Technician (HDI-DAST) required within 12 months

Responsibilities

Installs and repairs facility IT&S equipment and basic software per OUH IT&S standards and guidelines, including but not limited to terminals, personal computers, printers, cabling, and related software products
Responds to and resolves inquiries and requests for assistance with division or facility computer systems, and provides a superior customer support experience for division and facility users
Analyzes and provides hands-on support for basic to moderate inquiries.
Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed
Logs and tracks problems; reviews problem tracking databases
Performs facility-based moves, adds, and changes (MACs), as needed
Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures
Provides 24x7 on-call support based on division IT staff rotation, and carries a phone as warranted
Aids and trains users on division and facility technology
Recommends process changes that improve the implementation, maintenance and support of IT desktop equipment and software
Effectively works with customers, Service Desk and Technical Services personnel
Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance
Adheres to and supports OUH IT&S standards, policies and procedures
Maintains and protects confidentiality regarding all aspects of patient care and employee information.
Adheres to Code of Conduct and Mission & Value Statement
Performs other duties as assigned.