Tech Support Analyst

At SCA Health, we believe health care is about people – the patients we serve, the physicians we support and the teammates who push us forward. Behind every successful facility, procedure or innovation is a team of 15,000 professionals working together, learning from each other and living out the mission, vision and values that define our organization. 

As part of Optum, SCA Health is redefining specialty care by developing more accessible, patient-centered practice solutions for a network of more than 370 ambulatory surgical centers, over 400 specialty physician practice clinics and numerous labs and surgical hospitals. Our work spans a broad spectrum of services, all designed to support physicians, health systems and employers in delivering efficient, value-based care to patients without compromising quality or autonomy.  

What sets SCA Health apart isn’t just what we do, it’s how we do it. Each decision we make is rooted in seven core values: 

• Clinical quality 
• Integrity 
• Service excellence 
• Teamwork 
• Accountability 
• Continuous improvement 
• Inclusion 

Our values aren’t empty words – they inform our attitudes, actions and culture. At SCA Health, your work directly impacts patients, physicians and communities. Here, you’ll find opportunities to build your career alongside a team that values your expertise, invests in your success, and shares a common mission to care for patients, serve physicians and improve health care in America.    

At SCA Health, we offer a comprehensive benefits package to support your health, well-being, and financial future. Our offerings include medical, dental, and vision coverage, 401k plan with company match, paid time off, life and disability insurance, and more. Click here to learn more about our benefits.

Your ideas should inspire change. If you join our team, they will. 

As an Associate Tech Support Analyst, you will be responsible for maintaining end-user relationships at all levels of the organization by supporting both local and remote desktops utilizing varies technologies.

In this role you will be working under the direction of the IT Manager supporting the End-User Services organization (EOS). This role requires high accountability; self-starter with ability to consistently deliver positive outcomes and may require some travel in support of the Ambulatory Surgery Centers and practice facilities.

Skills Required

• Initiative-taking, decisive, action-oriented individual
• Strong written and verbal communication skills.
• Able to clearly explain technical issues in a way that non-technical people can understand.
• Ability to be broadly focused and manage multiple efforts concurrently.
• Strong written and verbal communication skills, including with Executive audiences. The ability to communicate with the executive management team on IT issues locally is especially critical.
• Excellent interpersonal, leadership, collaboration, facilitation, and negotiation skills
• Able to clearly explain technical issues in a way that nontechnical people can understand.
• Ability to be broadly focused and manage multiple efforts concurrently.
• Ability to work effectively with all levels of the organization, including staff, business stakeholders, and all levels of management, up to and including the CEO.
• A highly motivated, energetic individual with strong ethics and commitment to quality who must be organized, meticulous and a self-starter who can effectively begin and complete projects.

Responsibilities

• Experience with remote applications Splash top, Citrix, Dameware and Remote Desktop software.
• Experience with supporting multiple Electronic Medical Records (EMRs) highly preferred.
• Assisting internal and external teammates with hardware and software repairs via the In-person, phone, email, and remote control for varying computer problems.
• Occasional travel between multiple ASCs and Birmingham, AL may be required.
• Experience with supporting products in Microsoft Office Suite.
• Experience with ITSM tools (Service Now) preferred.
• Experience with hardware upgrades, Windows, iOS preferred.
• Follow proper escalations processes based on severity of the incident/alert.
• Take ownership and accountability of all assigned tickets and drive to resolution, researching and escalating to vendors, as necessary.
• Ability to work with facility administrators, risk management, insurance adjusters, contractors. and others in responding to emergencies. 

• Technical ability to assist in support of the following technologies:
• Telecommunications – phones and all supporting software and infrastructure
• Data Networking – routers, switches, firewalls and wireless, along with supporting software
• Server hardware and operating systems – supporting local file shares or databases.
• Video Conferencing solutions – both local office hardware and software

• Bachelor’s degree, associate degree, or requisite job experience.
• Work experience ServiceNow ticketing system experience.
• The candidate must possess excellent organization, communication, customer service skills and be reliable.
• A good understanding of backup and recovery processes and applications is preferred.
• Healthcare IT experience Ambulatory Surgery Centers (ASC) preferred.
• Must be based locally to Jacksonville and surrounding area. 
• This is a hybrid role.

Stakeholders

• Ability to collaborate with vendors, technical engineers, and SCA team members in support of SCA End-User Services mission to provide exceptional IT service delivery.