Job Summary:
Responsible for fielding incoming hardware and software technical support tickets and performing analysis of situations or data. Independently applies specialized skills, conceptual knowledge, training, methods, techniques, and experience. Escalates advanced tickets appropriately after all prerequisites are completed. May act as an escalation point for peers and customers. Resolves incidents and completes service requests as necessary within established service level agreements. Excellent time management skills with the ability to assist in team work load management. Demonstrates initiative. Accountable for consistently delivering excellent customer service, while striving to exceed standard levels of service and support. Assignments may be complex in nature, non-routine, and diverse.
Essential Job Functions:
•Analyzes problems with existing system logic and documentation and prepares recommendations and implements corrective actions
•Acts as a liaison between the various customers and support staff to ensure requests, issues and problems are resolved in a timely manner by taking ownership of assigned requests/problems until completion
•Documents detailed information on customer issues and records steps taken to resolve problem
•Maintains knowledge base documentation
•Monitors and performs maintenance tasks related to organizational systems
•Provides guidance and training to less experienced analysts
•Communicates with patients, physicians, families and co-workers in person and on telephone
•Performs other related duties as assigned
•Familiar with standard concepts, practices, and procedures within the field
•Relies on experience and judgment to plan and accomplish goals
•Regular and predictable attendance is an essential job function
•Competent to meet age specific needs of the unit assigned
•Follows hospital exposure control plans/blood borne and airborne pathogens.
•Maintains confidentiality of all hospital and patient information at all times. Follows HIPAA regulations and policies.
•Regular and predictable attendance is an essential job function.
•Communicate with patients, families and co-workers in person, in writing and on telephone.

Joint Position, Full time, 40 hours per week
CVH is EOE

Additional Information
Position Type : Full Time
Shift : Day

Minimum Qualifications:
•Associate degree or Vocational diploma with emphasis in Information Technology or related discipline from accredited institution. A minimum of 2 years’ relevant experience may be accepted in lieu of an associate degree
•CompTIA A certification preferred
•Experience with an ITSM ticketing system
•Knowledge of computer peripherals including but not limited to printers, fax machines and scanners, as well as mobile devices
•Functional knowledge of Active Directory
•Deep knowledge of Microsoft Operating Systems, Microsoft Windows based applications
•Good critical thinking skills
•Excellent troubleshooting skills that include application and operating systems diagnostics
•Excellent customer service skills
•Excellent verbal and written communication skills