What are the responsibilities and job description for the Technical Support Analyst position at Northbay Healthcare?
DEPARTMENT PURPOSE STATEMENT
The Information Services Department at NorthBay Healthcare our purpose is to create a positively memorable and inspiring experience for each and every customer we serve, each and every time we have the opportunity to serve them. We distinguish ourselves by our ability to listen and empathize with others and by the exceptional efforts we make to deliver uncompromising levels of service. We are here to guide our customers, through a seamless information technology experience that provides tailored assistance and education responsive to individual needs and expectations. Our goal is to continue to value and delight our customers with experiences that nurture powerful customer relationships. We take accountability for every aspect of our customer’s experience and continuously strive through every interaction we engage in to prove ourselves as stewards of the NorthBay way.
JOB SUMMARY
At NorthBay Healthcare the Technical Support Analyst Works under the supervision of the Business Operations and Helpdesk Manager. Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization; analyzing calls to develop an understanding of the nature, importance and urgency of the problem; accurately documenting calls and/or service requests in a problem-tracking database system; personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an incident management application to ensure solutions are arrived at in a timely manner; and follow-up with customers to ensure their satisfaction with the quality and timeliness of service provided. Another responsibility is managing complex, multi-level tasks that require planning, coordination and monitoring as a project.
This position requires a technical aptitude, experience with a wide range of PC and network-based information systems and excellent problem-solving skills to interpret user-reported problems and assign responsibility for resolving those problems to the most appropriate technical support resources. Excellent communications skills, both oral and written, are necessary to work effectively with computer users and with I.S. staff and vendors, as the job entails communicating throughout the day with people who have varied levels of understanding and skills relating to I.S. functions. Computer Operations tasks necessary to ensure system availability and data integrity for many business critical systems and applications may also be required. The T.S.A. incumbent will provide and promote superior customer service at all times.
JOB SPECIFICATIONS
- Education: An Associate’s degree in Computer Science or equivalent work experience as well as Microsoft (MCSE) certification exams in Networking Essentials and Windows preferred.
- Licensure/Certification: The position requires a valid California driver's license.
- Experience: At least four years’ experience with PC's, networking, and Help Desk support as well as proven Customer Service skills. Demonstrated ability in these areas a must. May substitute 4 years of experience at NorthBay in a Help Desk position, performing the same job duties as a TSA without assistance
4. Skills: Strong customer service, technical, analytical and organizational skills. Ability to organize, prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner. Must be able to effectively manage multiple tasks and complete them by assigned due dates while still managing their work queue. Must have knowledge of PC hardware interrupts and common conflicts, knowledge of memory management, knowledge of printer and PC diagnosis and repair. Also requires a demonstrated basic understanding of PC network configuration.
5. Interpersonal Skills: Demonstrates a commitment to service excellence including, but not limited to professionalism, customer focus, compassion, strong listening skills and a warm demeanor. Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others. Is extremely open to learning new things and teaming with others in a collaborative environment. Proven track record of conducting him/herself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment.
- The NorthBay Way is a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Healthcare. The NorthBay Way principles consist of Caring, Communication, Collaboration, and Competence.
- Able to communicate effectively with co-workers and other departments. Must present a professional image at all times.