Information Systems Analyst

Job Summary
The Technical Support Analyst I is responsible for the delivery and support of computing and desktop services to end-users, including telephone-based problem diagnosis and resolution, using remote diagnostic tools, dispatching assisting another analyst or traveling to end-user site for troubleshooting and resolution, and performing installations, moves, and modifications at the end-user location. Provides break/fix troubleshooting for hardware/printers/software. Works on special projects as needed under the direction of the MIS Director of Technology.

Reports to: IT&S Manager
FLSA Status: NonExempt

Education 

                Required:  Associate’s Degree in Computer Information Technology or related field, and/or equivalent                                        work experience.

                Preferred:  Bachelor’s Degree in Computer Information Technology Program or related field.

• Experience

                  Required: A minimum of two (2) years in a computing technical support environment – telephone and on-site support, experience with Windows 10/11, Microsoft Exchange, , Windows Active Directory, Microsoft Office, Antivirus Software, and  Desktop Imaging Products.

        Preferred: Experience with Microsoft SCCM, PDQ Deploy, PDQ Inventory, A+ Certification, Mobile o.s. IOS Android Helpdesk tracking tools, AS400.

• Required Certification/Licensure/Registration

                Required:  Must have valid PA drivers license.

                Preferred:  A+,MCDST

• Skills and Abilities

  Required:   Excellent written and oral communications skills, ability to work in a team environment and good organizational skills, customer service orientation and skills, and good troubleshooting skills.

Physical Requirements

As defined by the physical requirements and working conditions form maintained by the Occupational Health Department.

Essential Responsibilities

• Answering the Help Desk telephone lines 
• Responsible for providing the end-user with information related to Conemaugh Health System’s standardized hardware and software products and end-user policies and procedures.
• PC/Printer break fix and hardware/software support.
• Responsible for the installation and maintenance of workstations, printers, and personal computers.
• Responsible for troubleshooting at the end-user location, and remote locations as necessary.
• Responsible for dispatching / escalating to another analyst, as necessary.
• Responsible for utilizing third-party technical support centers, as necessary.
• Responsible for the upkeep of the asset inventory as applicable.
• Responsible for complete documentation of any tasks/projects.
• Responsible for installation, configuration, and ongoing maintenance (including preventative) of PC workstations, printers, and other peripherals.
• Performs basic network connectivity and troubleshooting as needed.
• Proficient with Antivirus/ Malware removal tools, etc.
• Responsible for setup, support, coordination, of A/V and Video Conferencing sessions.
• Responsible for the basic support of desktop operating systems XP, Windows7, IOS/Android Mobile o.s. and required applications.
• Responsible for the basic support problem resolution of desktop computing applications, such as Microsoft Office, Microsoft Exchange, and Clinical/Business applications, Antivirus, Citrix etc.
• Responsible for participation in the Tech support on-call rotation.

About Company

Company