Overview

CUSTOMER SUPPORT ANALYST 2 – OLG INFORMATION SYSTEMS – FULL TIME (JOB ID: 6113)

Location: IT
Employment Status: FT
 

SUMMARY:

The I.S. Customer Support team has responsibility for supporting and enhancing the end user computing environment owned by the Lafayette General Health IT Team. Specific responsibilities include installing and supporting hardware and software, performing system upgrades, and evaluating and installing patches and software updates where applicable. Responsibilities also include operational support activities such as troubleshooting and resolving software and hardware related problems, documenting requests and processes, and communicating to the users of LGH systems. Customer Support Analysts work closely with all I.S. teams to ensure seamless and quality technical support for LGH customers and alignment with LGH’s standards, controls and governance.

This requires an understanding of customers’ business needs, processes, and functions. They also require a solid knowledge of troubleshooting and support for network connectivity, hardware and software, and printers. In addition, individuals working in this job family must possess excellent communication skills and the ability to influence others.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

·Provides escalation support for Tier 1 analysts. 

·Demonstrates creativity and takes initiative in problem solving. Resolves or facilitates resolution of complex problems for assigned program.

·Has a thorough knowledge of supported platforms/products and environments.

·Provide exceptional customer service to LGH end users, business stakeholders and other members of LGH I.S. Department.

·Participate in team on-call rotations.

·Assists with projects associated to the enhancement, upgrade/patching, or implementation of new or existing technology solutions.

·Coordinate implementation and support efforts between I.S. Technical Operations and other LGH I.S. teams.

·Adhere to change management process as it applies to the I.S. Technical team.

·Provide customer service leadership and ownership of issues across multiple disciplines and technologies.

·Provide support and assistance for the IS Help Desk.

·Identify technical innovation and process improvement opportunities.

·Utilize standard tools and methodology to develop system and support performance metrics.

·Demonstrate ability to learn and support customer hardware/software requirements.

·Demonstrate knowledge of LGH business processes and routines.

·Demonstrate commitment to quality and high level of integrity.

·Other Duties as Assigned by Management.

EDUCATION/TRAINING/EXPERIENCE:

·High School degree or equivalent experience is required.

·Minimum of 3 years of professional experience in a Help Desk or related Customer Service Role is required.

·Established understanding of Windows O/S, Office, PC’s, Scanners, Printers, and Network connectivity.

·Healthcare Experience preferred.

·Certifications in A+ and/or Network+ preferred.

·Strong verbal and written communication skills required.

·Strong analytical skills required.

·Strong technical troubleshooting skills required.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

·Medium Work as defined by the U.S. Department of Labor constitutes a maximum lift of 21-50 pounds on occasion and/or a maximum lift of 11-25 pounds on a frequent basis.

·Must be able to work in a well-lit and noisy environment.

·May be required to assist in the turning, lifting, or moving patients as well as walking about from patients’ rooms, as well as to and from various hospital areas.

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