What are the responsibilities and job description for the IT Support Analyst I - IS Service Desk position at Lakeland Regional Health?
Position Information
Work Type: Active - Benefit Eligible and Accrues Time Off
Exempt: No
Work Schedule: Monday - Friday
Work Hours per Biweekly Pay Period:
Work Hours per Biweekly Pay Period:
Shift Time:
Location: 210 Office Building, US:FL:Lakeland
Location: 210 Office Building, US:FL:Lakeland
Position Summary
Summary:
The IS Support Analyst I is committed to providing quality customer service and outstanding communication for tier 1 support to LRH staff, physicians, business partners, and vendors by receiving and responding to problem/incident calls and service requests.
The analyst participates in IS Service Desk functions and duties as part of the support process and works as part of a team that is accountable for meeting and exceeding the expected outcomes and goals.
The analyst contributes to the improvements for quality customer service and outstanding communication.
The Service Desk team supports the organization 24 x 7. Flexibility for availability in advance to work evening and week-end shifts is required. May perform other duties as assigned.
Position Details
Detailed responsibilities:
- People At The Heart Of All We Do
- Fosters an inclusive and engaged environment through teamwork and collaboration.
- Ensures patients and families have the best possible experiences across the continuum of care.
- Communicates appropriately with patients, families, team members, and our community in a manner that treasures all people as uniquely created.
- Safety And Performance Improvement
- Behaves in a mindful manner focused on self, patient, visitor, and team safety.
- Demonstrates accountability and commitment to quality work.
- Participates actively in process improvement and adoption of standard work.
- Stewardship
- Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities.
- Knows and adheres to organizational and department policies and procedures.
- Std WK Duties: IT Support Analyst I
- Demonstrates quality customer service in determining the customer’s issue by analyzing the symptoms and figuring out the underlying problem. Assists in communicating effectively to team members, other IT departments, IS Leadership, and Customers using both verbal and written skills.
- Strive for 1st Call Resolution by sorting through the possible solutions available using the knowledge management tool and referencing Knowledge Based Articles
- Follows Information Services methodologies, processes, policies, and procedures.
- Provide quality customer service by accurately creating or updating incident and service request tickets and knowledge articles. Demonstrates ability to query information from the Service Desk Ticketing system.
- Administers network and application security access in compliance with documented standards and procedures.
- Assists in the appropriate escalation of Incidents and Events to other teams. Identify with a sense of urgency and escalate issues to Management. As necessary, assist IS Management or MOC with the timing of the Downtime Messaging, gathering updates and sending the Downtime Messages following the Service Desk Downtime Notification Procedure.
- Actively participates in team development, employee engagement activities, and in accomplishing department goals and objectives. Performs daily activities with enthusiasm and professionalism.
- Adheres to LRH policies and Service Desk SOP to document daily activities for individual time reporting and call center metrics (including logging in and out and accurate routing status).
Qualifications & Experience
Education:
Essential:
- Associate Degree
- Bachelor Degree
Other information:
Experience Preferred: <1 year hands-on experience providing IT Support OR 1 years hands-on experience providing end-user support Customer service experience.
Certification Preferred: If New Employee, CompTIA A Certification. Requirement to at a minimum pass 1st part (Core) within 6 months of employment.
Salary : $48,000 - $60,800
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