Client Systems Analyst II- Information Services - Mercy Medical Center - Cedar Rapids

This job supports Mercy's philosphy of patient centered by providing a single point of contact for end users to receive support and maintenance within the organization's client compting environment. This position requires a strong technical background combined with strong communication skills and troubleshooting skills. A Client Systems Analyst II is the escalation point of end users incident and troubleshoot more complex issues working with engineering staff to identify root cause analysis of incidents. Job Duties

• Provides a single point of contact for end users to receive support and maintenance within the organizations client-computing environment.
• Provides a secondary point of contact for incoming phone calls to the IT Help Desk, staff submitted help desk tickets, and walk-in’s by way of troubleshooting problem areas in a timely and accurate fashion, and provide end-user assistance when required.
• Acts as primary resource for escalated tickets from the Client Systems Analyst team and reviews Help Desk tickets to look for trends in software or hardware issues and identifies root cause.
• Performs on-site analysis, diagnosis, and resolution of desktop, laptop, telephony, and mobile device issues for end-users, and recommends and implements corrective solutions, including off-site repair for remote users as needed.
• Installs, replaces, and builds desktop, laptop, telephony, and mobile devices by installing software from provided software packages and images.
• Provides 24/7 on call support that rotates through the Client Systems Analyst II team on a weekly basis; this should be outlined in your teams on call workflow document.
• Effectively manages the organizations information technology assets by way of intake, inventory, deployment, and decommission.
• Researches hardware or software solutions for our IT environment and provide recommendations as needed based on our organizational needs.
• Works in conjunction with third party vendors in order to track and route assets purchased within the information technology environment.
• Provides basic end-user support for personal devices to ensure proper access and connection to Mercy’s network and Citrix applications.
• Provide a high-level of professional customer service as it aligns with Mercy’s mission and values.
• Collaborates and works in conjunction with other Information Services teams and third party vendors in order to ensure efficient operation of our organizations information technology environment.
• Coordinate and implement hardware ordering in conjunction with clinic staff and the Information Services Project Manager for hardware. (Clinic only)
• Provides remote and onsite support to clinic locations by way of asset management, application support, hardware deployments, service requests, and problem resolution. (Clinic only)

Knowledge, Skills and Abilities

• Working technical knowledge of current protocols, operating systems, and standards, including Microsoft Windows XP and Windows 7.
• Install, configure, maintain, and upgrade all Windows-based clinical and financial applications and services.
• Effective priority and task management skills.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.
• Excellent technical knowledge of client (desktop and laptop) hardware.
• Hands-on hardware troubleshooting experience.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Ability to operate tools, components, and peripheral accessories.

Professional Experience

• Experience: A minimum 1-4 years of technical software support for clinical or business applications. Some experience with health care organizations is desirable but not required.

Education

• High school diploma or equivalent required.
• Associates Degree with an emphasis in Computer Science or equivalent experience in Information Systems or related end-user field.

Licensure, Certification, Registration

• Certifications a plus (ie, Microsoft, Cisco, A+, etc) but not required.

Physical Demand Requirements

• Very Heavy: Exert 100 lbs. of force occasionally and/or 50lbs. of force frequently

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