Systems Technical Analyst

Professional who provides technical support and assistance to customers, on the phone or in person related to computer systems, hardware, and software. Their primary intention is to ensure a client’s satisfaction and ability to properly operate computers, printers and other technology by responding to questions and providing technical assistance.

System Specific Duties and Responsibilities:

• Responding to questions on the phone, via email, in person, or through remote access.
• Offering technical assistance with the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Installing new software and hardware systems as needed.
• Overseeing new system installation and setup and customizing PCs to meet the needs of the Center for Education staff.
• Provides references for users by possibly writing and maintaining user documentation, providing help desk support.
• Answers support calls in a respectful manner and logs tickets timely to help track and audit customer issues.
• Provides immediate troubleshooting assistance when necessary to ensure continued efficient operation of the systems.
• Demonstrates patience when working with customers for support.
• Works independently under general direction of supervisor.
• Attends meetings as requested to help learn and support customer needs.
• Communicate in a clear and concise manner to aid in customer understanding of system functionality.
• Create or log an enhancement for creation of specialized queries at the request of nurse managers.
• Use positive language to create positive perceptions about company, software and service.
• Maintain a positive persona even when dealing with frustrated customers in no win situations.
• Maintain good time management for processes and projects and be transparent.
• Document issue resolution well and communicate to peers for improved support.
• Don’t accept the “status quo” as a customer solution, but strive for service excellence in process and practice.
• Performs other functions as requested.

Education:

• An Associate's degree in computer science or related field.
• A strong working knowledge of computer systems, hardware, and software.
• Good problem-solving, analytical, and team-working skills.
• Excellent communication and interpersonal skills.
• An openness to learning new technologies.

Experience

• Degree in Health Information Systems or related field preferred; or college level study leading to certification in related field.
• 3 years education + 3 years work experience
• 2 years education + 5 years work experience
• 1 year education + 7 years work experience
•  0 college education + 9 years work experience

The kind of position-related experience includes:

• Effective communication skills with ability to communicate in a clear and concise manner.
• Strong oral and written communication skills with ability to maintain composure in difficult and complex communications with physicians and other professionals.
• Knowledge of State and Federal (HIPAA) laws pertaining to confidentiality of protected health information.
• Advanced knowledge of and ability to use computers including various software programs such as word processing, spreadsheets and databases.
• Effective human relations abilities:
  • Ability to collaborate within alliances and promote teamwork.
  • Ability to ensure a high level of customer satisfaction including employees, patients, visitors, faculty, referring physicians and external stakeholders.
• Detail oriented and ability to be self-motivated to complete duties in a timely manner.
• Ability to work in a team environment and to collaborate with a variety of professionals.
• Techniques and problem analysis/resolution skills.
• Ability to instruct and motivate employees and identify areas in need of improvement.
• Ability to work occasional off-hours schedules as required.
• Critical thinking: looking at documents and or electronic information
• Attention to detail with strong organizational skills.
• Work on multiple tasks at any one time while maintaining high quality standards.
• Experience providing customer/department/end-user support of health information systems.