JOB SUMMARY JOB SUMMARY Altru Health System is committed to achieving Organizational Excellence and expects each employee to actively participate in the achievement of the departmental goals associated with the 5 Pillars of Excellence – Service, Quality, People, Finance and Growth. The Customer Support Analyst II is responsible for responding to customer needs relating to equipment and software problems. Acts as the primary point of contact for customer service issues. Has a good working knowledge of a diverse array of computer systems, equipment and applications. Provides solutions to a wide array of day-to-day problems. Takes responsibility for the problem and ensures that proper resources are deployed and a fix is provided. Works under the guidance of CSA III or department manager. Work is reviewed upon completion for adequacy in meeting objectives. Performs routine and special assignments in support of departmental objectives often functioning across disciplines and areas of expertise. Documents all problems and their resolution so that a history of problems can be developed and used as a reference by other staff when necessary. Primary Responsibilities: · Ensure that all client requests are being appropriately and adequately addressed in a timely fashion. · Performs equipment moves and installations according to customer requirements and IS division standards and procedures. · Clearly explains system functions to users and co-workers, both in ad-hoc and formal situations. Successfully communicates appropriate information to the user or co-worker so they can accomplish the desired tasks. · Demonstrates an overall working knowledge of the systems, infrastructure and applications supported by IS Division. · Solves problems independently, and if necessary, refers problems to other IS staff or appropriate vendor in a timely fashion. · Manages own time so that multiple tasks can be coordinated and are completed in a timely fashion. · Participates in on-call rotation: ensures that after hours coverage of customer support is maintained per department policies and procedures. Responds to calls in a timely manner. Takes responsibility for the problems reported and sees to it that a fix is provided to which the customer is kept informed and agrees. · Manages projects so that projects are completed on time with the desired result. Secondary responsibilities: · Manages the process of purchasing, inventory and deployment of hardware devices, ensuring that the proper type and quantity of needed devices are ordered, installed, and kept track of in a timely and efficient manner. · Learns user functions, organization and role in the enterprise to the extent required. · Perform necessary investigation, analysis, and evaluation to determine and recommend project feasibility. · Produces reports and performs downloads as agreed upon with various users. · Performs backup and maintenance activities per IS division standards and procedures. The term customer(s) includes all of the following: patients, families, physicians, referral sources, co-workers and the community. KNOWLEDGE & SKILLS REQUIRED : Required: • One (1) year of experience as a CSA I or equivalent work experience. • Two (2) or four (4) year degree in Information Technology or equivalent work experience. Preferred: • Knowledge of health care environment and applications. • Knowledge of help desk software.
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Altru Health System - 2 years ago