Support Center Analyst-Info Serv Data Center

Location: MetroHealth Old Brooklyn Campus

Biweekly Hours: 80.00

Shift: 7:30 AM - 4:30 PM

The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity and access to fresh food, convenient transportation, legal help and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County’s safety-net health system operates four hospitals, four emergency departments and more than 20 health centers.

Summary

Provides service desk phone support that offers a single point of contact to quickly and easily resolve IT hardware, software, telecommunications, performance, and educational related issues so that customers can stay productive and focused on their business and clinical operations throughout The MetroHealth System. Takes a variety of calls on multi-platform environments (ex: UNIX, Windows, Microsoft etc.) and remote access applications/services (i.e., Citrix, Netscaler VPN). Provides phone support and secondary support for other tasks assigned to Support Center. Acts as a liaison between customers and internal support staff to assure accurate problem interpretation. Follows the standard Support Center operating procedures. Upholds the mission, vision, values, and customer service standards of The MetroHealth System.

Qualifications

Qualifications:

Required

• Associates Degree in Computer Science or related field or 1 year of related work experience or 1 year of related military service in lieu of degree.
• Self-starter and quick learner with an ability to retain information quickly and make effective decisions accurately in a very fast paced environment.
• Excellent telephone etiquette and listening skills.
• Excellent oral and written communication.
• Excellent customer service, analytical and organizational skills.
• Ability to work with large variety of users in a multi-culture environment (i.e., nurses, physicians, administrative staff).
• Reliable transportation to travel to various MetroHealth sites.
• Basic knowledge of Outlook, MS Word, Excel, PowerPoint, SharePoint, Access, etc.
• Willing to take initiative and ownership of job responsibilities.
• Ability to interact effectively with a wide range of cultural, ethnic, racial, and socioeconomic backgrounds.
  
  

Preferred

• Completed A or Microsoft Certification coursework.
• Knowledge of enterprise networks and LANs.
• Knowledge of Citrix, VPN/Remote Access, Wireless and Active Directory.
• Knowledge of iPhones, iPads, pagers, MFDs, and Telecommunications. Knowledge of Outlook, EPIC and clinical applications.
• Strong knowledge of Microsoft Office products (Word, Excel, PowerPoint, Publisher, Access).
• Knowledge of basic security & compliance policies and procedures.
• Knowledge and training with ITIL.
  
  

Physical Demands

• May sit, stand, stoop, bend, and ambulate intermittently during the day.
• May need to sit or stand for extended periods.
• See in the normal visual range with or without correction.
• Hear in the normal audio range with or without correction.
• Finger dexterity to operate office equipment required.
• May need to lift up to fifty (50) pounds on occasion.
• Ability to communicate in face-to-face, phone, email, and other communications.
• Ability to see computer monitor and departmental documents.