Clinical Technical Analyst II - Service Desk

Clinical Technical Analyst II - Service Desk
OiA Outpatient Imaging Affiliates - Franklin, TN
Service Desk Analyst (Healthcare) Support Tier 1/2 (Direct Hire)

Location: Franklin, TN 37067
Full Time Position
PAY:
Competitive. Varies with experience, plus outstanding benefits package (401k, PTO, bonus potential and excellent company contributed healthcare options)
JOB DESCRIPTION:
* Provides moderate to advanced-level technical support to customers needing assistance with distribution of software, hardware and software troubleshooting, remote access, VPN support, and other IT related service / support requests - both Clinical and non-Clinical.
* As a Service Desk Analyst, you will open tickets, resolve issues, and work with IT staff to assign out incidents that you are unable to resolve.
* Identify and report to Service Desk Manager recurring incidents to spot trends and potential problem sources.
* Coordinate between multiple teams for effective resolution.
* Escalate within the support organization as required.
* Provide support for a variety of Clinical (Training will be provided) and non-Clinical systems.
* You will play a key role in ensuring excellence of service to internal users. You will be handling IT technical support covering desktops, laptops, network, printer and a variety of Corporate and facility applications. Your role will also be very visible as you will be working directly with all levels of the organization.
ROLE RESPONSIBILITIES:
* Comfortable supporting a wide range of hardware, including PCs, peripherals (printers, scanners) and mobile devices (we are a Dell shop)
* Provides support for file access issues (encryption, security, etc.)
* Supports deployment of software packages, drivers and operating system updates (we use Dell Kace)
* Works closely with onsite technical teams to recognize and report root cause analysis of incidents reported to the Service Desk
* Provides a positive customer experience with each customer interaction
REQUIREMENTS:
* Technical schooling and/or Certifications (A+, Network+, etc)
* 2-4 years providing IT support (prefer experience with phone/remote support)
* Strong working knowledge of network environments including an ability to recognize and diagnose connectivity problems ranging from the local to domain/organizational outage.
* Able to provide moderate usage support to software packages including but not limited to Microsoft Word, Outlook, Excel, PowerPoint, etc.
* Strong verbal and written communication skills, including strong documentation skills
* BA Degree or Technical Equivalent is a plus, but not required
IDEAL CANDIDATE:
* Self motivated (work tickets without needing to be micro managed), but also takes direction well
* Likes to help others / empowered to resolve issues
* Desire to learn. After being shown something a few times, easily picks it up
* Good with documenting knowledge (we use OneNote)
* You are able to multi-task and prioritize work
* Comfortable working Overtime whenever needed (certain times of year can get busier with project ramp ups)
* Eager to progress their career and become a Subject Matter Expert on various systems
* Not shy about being a leader and motivating those around them to work as a team
**This is not just a job with a paycheck. We are looking for someone interested in a rewarding career that offers opportunity for upward mobility within an industry leading healthcare organization.
***Candidates will only be evaluated for the position if they can verify stable employment history. Ideal candidate is a dedicated worker and top performer in their group. OiA is an Equal Opportunity Employer.