Support Analyst

NMC is currently recruiting a Support Analyst, in the Information Systems department. The position is full-time (80 hours bi-weekly), hours generally variable between 7:00 a.m. - 5:00 p.m., including rotating on call. Northwestern Medical Center’s mission is to provide exceptional health care to our community. Join our high reliability team! With “people” as one of our core values, valuing our employees is a top priority for Northwestern. We care about our employees, their families, and their overall health & well-being. We are proud to offer a generous benefits package, with recognized national carriers, designed to help our people stay healthy, balance work & life responsibilities, protect your assets & plan for a secure financial future.

Hiring Range:  $22.67 - $31.66

Support Analyst

JOB SUMMARY:

• The Information Systems Support Analyst works independently, or with a team, to solve complex end-user issues related to hardware, licensing, software, and networking. The Analyst resolves end-user hardware/software issues and develops plans and procedures to mitigate recurrence. The Analyst provides technical support with setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards. The Analyst is expected to continuously increase knowledge of NMC’s suite of desktop applications, devices, and their integrations and improve procedures and methods used to support the Information Systems environment. Analyst will work closely with Network Engineer and Applications Analysts to support our end-user desktop experience. The Analyst is part of the first line support team for all desktop and end-user peripheral devices.

PRE-REQUISITES:

Education: Associates degree with a concentration in Information Technology or relevant certifications preferred. Possession or active pursuit of bachelor’s degree in the Information Systems field is desirable

Experience: Minimum of 2 years’ experience providing Information Technology desktop support preferred. Healthcare IT experience desirable as well as experience with VMWare Virtual Desktop Support, Citrix, Microsoft Windows 10 and Office 365 environments. Demonstrated knowledge of Active Directory and Group Policy a plus.

Certification/Registration/Licensure: Preferred CPHIMS, Microsoft Certificates, A+, Valid VT driver's license as travel to other sites and hospital clinics may be required

RELATIONSHIPS:

• Reports To:




• Director, Information Technology




• Supervises:




• n/a




• Other Contacts: 




• Hardware and Software Vendors and Suppliers, NMC IT User Community, NMC Physician Community, NMC Patients

SCOPE:

• Machinery or Equipment Used:




• Computer Servers, PC’s, and peripheral equipment to include Voice and Data switching equipment, copier, fax machine, modems, printers and scanners. Network and telephony monitoring tools and meters.




• Physical Demands:




• Manual dexterity and mobility. Moderate physical activity with some heavy lifting/carrying of 35lbs (cases of paper, computer equipment, boxes).




• Working Conditions: 




• Primarily temperature controlled areas, occasionally subjected to irregular hours, and on-call rotation. Travel between buildings is required




• Required Protective Equipment:




• None

ESSENTIAL FUNCTIONS:

Customer Service: Provides outstanding customer service to NMC and its affiliates. Continuously find ways to improve processes, and end-user experience.

System Performance: Ensure NMC applications are operating at optimal levels through proactive monitoring, capacity planning, timely upgrades and sound change management.

System Performance: Ensure applications and desktop hardware are optimized to meet end user needs and expectations.

Technical Knowledge: Continuously improve breadth and depth of knowledge of systems and applications across the NMC enterprise.

Technical Knowledge: Provide subject matter expertise for end-users and Information Systems staff.

Technical Knowledge: Demonstrate knowledge of system integration points and understanding of long-term strategy and plans for application upgrades, replacements and deprecation.

Security: Develop and implement methods and procedures and/or identifies solutions to meet and enforce compliance with policies and procedures and other regulatory governance.

Security: Act as subject matter experts for Mobile Device Management, Facility Access Controls, and Security Camera System

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