Customer Support Service Analyst
St. Luke's Hospital & Health Network - Bethlehem, PA

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The Support Center Analyst 1 is a high profile customer service position tasked with providing technical phone support, service call initiation, administration, dispatch of support services and user security for St. Luke's computer user community. This person is primarily responsible for gathering user information regarding computer related maladies to ensure timely response and resolution and maintain user security for Network and HIS systems. The expectation is that the Customer Support Services Analyst 1 consistently exercises a high level of excellent customer service representing the positive image of the Information Technology department and St. Luke's Hospital.
The Support Analyst 1 will perform analyst functions on the Track-it! Call Tracking System in addition to providing first contact technical support to our customers. This involves reporting and documenting service calls, notification and dispatch of essential support entities, service call monitoring and customer follow-up. The Support Analyst will also assist the Supervisor of IT Support Services with system enhancements and upgrades as well as maintaining other office automation applications and products.

Job Qualifications:

PHYSICIAL AND SENSORY REQUIREMENTS: Sitting for up to 7 hours per day, 4 hours at a time; standing for up to 7 hours per day, 4 hours at a time; walking for up to 2 hours a day, 1 hour at a time. Requires crouching, kneeling, and lifting of objects weighing up to 60 pounds, pushing objects weighing up to 80 pounds. Requires hand and finger dexterity to perform repairs of small equipment and to use computer equipment.
Seeing as it relates to general, near, color and peripheral vision. Hearing as it relates to normal and telephone conversations.

EDUCATION: Bachelor or Associates degree in data processing, computer science or electronic technology or other related field or comparable year's experience.

TRAINING AND EXPERIENCE: At least two year's experience with personal computers and local area networks. Previous experience in a support center environment. Previous computer operations experience desirable.

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