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IT Support Analyst II

Job Description UP Health System - Bell
Support informationsystem environment by ensuring proper computer operation for the end-userthrough best practices including receiving, prioritizing, documenting, andactively resolving end user services requests. Supports and maintains in-housecomputer systems, desktops, operating systems and peripherals.
Followsestablished policies and procedures, objectives, safety standards, andsensitivity to confidential information.
Utilizes excellentcustomer service skills at all times.
Monitors andmaintains security standards in accordance with policies and procedures andreports all problems and inconsistencies to assigned manager.
Maintainsworkstation hardware/software to include: installation of computers orcomponents, preventative maintenance, service, troubleshooting, hardwarerepair/upgrades, software installs/upgrades, and peripheral maintenance.
Assists inevaluating purchases to determine if items are appropriate to hospitalstandards.
Obtains properauthorization for change controls, schedules appropriately and at a time whenleast disruptive, notifies all users of scheduled and unscheduled downtimeand/or cancellation of downtime. Maintains appropriate filing systems forchange control.
Work with staffand/or outside resources to resolve desktop software and/or hardware problems.
Performs problemresolution using diagnostic tools, as well as in-person, hands-on help at thedesktop level.
Works as theInformation Systems Service Center to resolve user problems and requests in atimely and efficient manner. Including receiving, prioritizing, documenting,and actively resolving end user service requests.
Performs fieldservice support for remote sites affiliated with Bell.
Assist in theproject management in the development and maintenance of implementationoutlines, plans, time-lines, design specifications, costs, etc. for the purposeof managing and coordinating project activities.
Organizes multipleassigned projects concurrently through effective time and resource management.
Effectively trainsstaff and users on computer systems and programs.
Performsdocumentation to support activities of Department and Organization to include:project tasks, change control, work tickets, status reporting, labor reportingand email communications; and contributes to creating, revising andimplementing system procedures.
Researches andmakes recommendations on appropriate projects, situations, and/or problems.
Engages andanswers helpdesk telephone and routes or responds to messages as appropriate incomplete and courteous manner while adequately assigning priority to highimpact issues.
Serves as resourceperson by knowing, understanding and implementing department practice andprocedures, providing orientation to new members of the department.
Enhances professionalgrowth and development through participation in educational programs, currentliterature, in-service meetings and professional conferences.
Participates andattends meetings and in-services as required/assigned.
Maintain workareas in a well-organized and neat manner.
Schedules on-callduties in conjunction with IS staff to adequately support Hospital processesoutside of typical staffing hours and accepts phone and /or email messagesoffering co support to peers as necessary.
Performs coreapplication security.
Schedulesimpacting upgrades to non-impacting upgrades to non-impacting business hoursand works in team environment with major technology upgrades and rollouts understrict timeframes and resolution which may include the scheduling of evenings and/orweekends.
Maintainsconfidentiality in accordance with HIPAA regulations.
Support theculture of service excellence throughout the organization.
Actively seek waysto demonstrate a commitment to continuous improvement and participate inprofessional development opportunities.
Performs otherrelated duties as assigned or requested.
Completes annualeducational requirements.
Understands andadheres to Bell's compliance standards as they appear in Bell's CorporateCompliance Policy, Code of Conduct and Conflict of Interest Policy.
Job Requirements
NPR reportwriting/Crystal report writing. Data
mining withinternal, departmental and/or vendor support and assistance so as to providereports within
acceptabletimeframes as requested VOIP managementand monitoring. Call Accounting Management. Fax
Server Management PagerManagement .Camera System management and monitoring.
Computer and/orkeyboarding skills required. Excellent human relations and oral/writtencommunication
.Excellentorganizational abilities. Demonstratedteamwork skills.
Ability to deal withchange. Demonstrates a positive attitudetowards initiating continuous improvement.
Ability to respondappropriately even in challenging situations. Ability to work without directsupervision.
Basic knowledge ofnetworks, network topologies and architecture including cabling, hardware and
software. Knowledge of network protocols and basicrouting. Must be able to workeffectively with both
technicaland non technical coworkers. Experienceleading or participating in team and committee
Equal opportunity and affirmative action employers and are looking for diversity in candidates for employment: Minority/Female/Disabled/Protected Veteran



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