Technical Support Analyst

Purpose of Position
The IT Support Analyst will provide user assistance, train users in applications, assist in new program deployment, diagnose and troubleshoot problems, perform routine maintenance, and support data and voice communications in a clinical setting. IT Support Analyst responsibilities include advanced troubleshooting, prioritizing, and completing projects in a timely manner, as well as escalating complex issues to other County Information Technology (IT) teams and the Information Technology Outsourcing Contractor (ITOC).
Essential Functions
Under general direction, apply specialized application functional knowledge to support the end users by acting as the point of contact between the County and ITOC to coordinate and manage day to day application support activities
Responsible for IT activities related to processes of user access, incidents, service interruptions and planned downtimes; also responsible for documenting and communicating processes to ensure consistent user experience
Maintain understanding of application development methodologies, tools and techniques to effectively work with customers / staff to determine needs, specifications, feasibility, priorities for application development requests and projects
Develop an understanding of complex business processes and differentiate between functional and system requirements. Interact with customers and extended team members to gain an understanding of the business environment, technical context, and organizational strategic direction.
Serve as the technical coordinator to assist end-users with their issues by interpreting, analyzing, diagnosing, documenting and resolving IT issues related to internally supported hardware and software. Oversee desktop support and applications support to ensure problems are addressed and resolved appropriately
Support users with setup and usage of business and clinical applications
Perform basic administrative and security tasks for a variety of applications and software
Manage and coordinate with the user community, ITOC and vendors to resolve user reported problems. Communicate resolution status proactively to ensure customer timeframe expectations are met or exceeded.
Excellent customer service, critical thinking and creative problem-solving skills
Ability to collect, identify, define, and document the user interactions and metrics in accordance with prescribed standards
Demonstrate the ability to understand multi-faceted client environments, objectives, and constraints
Ability to understand physician practices, EHR vendors, EHR implementation, clinical workflows and healthcare regulatory compliance preferred
Working knowledge of modern information technology systems (computer operations, audio visual systems). Knowledge of information systems requirements for installing and maintaining computer software and hardware as well as various business applications
Excellent oral and written communication skills and indirect influencing capabilities combined with a strong technical background
Must be able to work in a team environment and independently with minimal management oversight
Must possess high energy and strong motivation to make a difference and help others
The work is fast paced with changing priorities. Task switching without loss of productivity is a must.
Bachelor's degree in Information Systems, Computer Science or related field plus two years of work experience in a IT Support Analyst position OR any equivalent combination of education, experience and/or training sufficient to demonstrate the required knowledge, skills and abilities

Experis is an Equal Opportunity Employer (EOE/AA)


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