Technical Support Analyst I
This position will be based out of our Administration Office in Dothan, AL
Working Hours: Monday-Thursday 8am-530pm; Fridays 8am-12pm
POSITION SUMMARY/FUNCTION
The primary goal for the position is to provide quality support to clinical and line of business users while efficiently monitoring and maintaining day to day operations in the Information Technology department. This position will require travel within or outside the catchment area.
ESSENTIAL DUTIES / RESPONSIBILITES / FUNCTIONS / TASKS:
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Effectively troubleshoots and provides assistance in regard to computer hardware and software.
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Implement practices that will more effectively utilize MIS resources.
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Assist with system backups, scheduled system/server reboots, and provides other operational support as needed.
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Monitors organization-wide server, network, and application status using various consoles and tools.
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Utilizes the Service Desk to ensure end user and/or infrastructure generated incidents are logged, dispatched, escalated, and resolved efficiently to minimize user and system downtime. Maintains accurate service request records for reporting.
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Produce technical training programs and useful system documentation through written and visual designs.
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Recommend changes in software and hardware to improve computer capabilities and/or processes for clinical staff.
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Performs other duties including but not limited to:
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Treat others with respect and courtesy at all times.
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Ensure necessary documentation is completed in a timely manner with minimal errors and in compliance with applicable guidelines and policies.
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Receive and respond to inquiries promptly and courteously.
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Meet with supervisor as established.
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Follow guidelines of SpectraCare Personnel Policy, SpectraCare Clinical Policy, including but not limited to the Alabama Administrative Code, CMS, and all other applicable regulating and contractual entities.
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Participate in training, workshops, in-services, and/or administrative meetings as assigned.
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Ensure any necessary documentation is completed and up to date before annual leave or personal leave is taken.
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Adhere to Dress Code as set forth in the SpectraCare policies and procedures.
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Respond to emergency and/or crisis situations as they arise.
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Functions and performs well in stressful environments and manages work related stress to ensure the safety of others.
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Demonstrates a willingness to work on any unit / program at SpectraCare based on facility needs as directed.
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Conforms to SpectraCare’s Core Values as duties are carried out daily.
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Functions within professional boundaries with individuals and others.
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Works in a cooperative manner with other SpectraCare employees, individuals, and/or family members.
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Performs duties independently and/or with minimal supervision.
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Perform all duties with the highest standard of ethics.
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Works well with other staff and individuals to ensure safety of program, individuals and other staff.
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This position has access to and knowledge of extremely sensitive, private, and confidential materials. Position must maintain the highest standard required with zero tolerance.
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Other services, tasks, functions, and responsibilities deemed necessary; not otherwise specified.
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Regular attendance with timely arrival and departure according to scheduled hours. All absences must be reported to the Director of IT, his/her designee or Chief Human Resources Officer.
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Must be able to work full time with rotating assignments as necessary to include but not limited to overtime hours, nights and/or weekends as scheduled.
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To ensure client/staff safety while on duty, must remain awake during scheduled working hours.
NON-ESSENTIAL DUTIES/RESPONSIBLITIES/FUNCTIONS/TASKS:
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Attend departmental meetings and other assigned meetings.
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Attend all required job-related/system training.
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Assist in other areas as needed.
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Conforms to System’s policies and procedures.
ESSENTIAL DUTIES/QUALIFICATIONS/KNOWLEDGE/SKILLS/ABILITIES:
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Knowledge and ability to effectively troubleshoot and provide assistance in regard to computer hardware and software.
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Ability to identify and troubleshoot complex issues independently, including the ability to search internal and external documentation to resolve end user or system generated issues.
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Escalates problems and reports anomalies to senior staff in a timely and efficient manner.
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Ability to provide high quality technical support in a professional and courteous manner in accordance with accepted procedure, including the use of prompted scripting to ensure a consistent and repeatable support experience for customers of the IT department.
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Ability to make independent decisions in accordance with rules and regulations and apply these to work problems.
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Coordinate tasks with all departments.
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Ability to have patience and emotional stability.
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Ability to respond professionally in a crisis situation.
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Ability to communicate with staff and others, in a professional manner, both written and oral.
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Working knowledge of business English, spelling and arithmetic.
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Working knowledge of office practices and procedures.
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Ability to operate office machines such as computer, fax machine, and copy machine.
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Ability to read instruction manuals printed in English.
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Ability to understand and follow moderately complex oral and written instructions.
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Ability to perform a wide variety of job tasks, in a safe manner without endangering any employee, client, or asset.
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Ability to operate and follow through with assignments with minimal supervision. Must be motivated and able to make quick and accurate decisions. Must be able to meet and exceed expectations. Must be able to perform all duties with minimum mistakes.
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Ability to work overtime, as needed, and travel locally. Must have valid driver’s license.
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Ability to follow orders and directives and work with supervisor and other staff.
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Ability to adhere to SpectraCare policy, HIPAA laws, and 42 CFR regarding confidentiality.
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Skill in typing rapidly and accurately.
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Ability to maintain unit files through computer software programs to include but not limited to Excel, Word, Accounting Software, HRIS programs, etc.
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Ability to maintain departmental clerical records and prepare reports from such records.
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Ability to make arithmetic computations and tabulations accurately and with reasonable speed.
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Ability to adhere to health and safety standards.
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Ability to stay awake during working shift.
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Ability to demonstrate initiative.
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Ability to travel as necessary.
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Ability to function and perform well in stressful environments and manage work related stress to ensure safety of others.
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Ability to pass a drug screen when given to include but not limited to pre-employment, random, post-accident, suspicion, etc.
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Ability to get along with others and function within professional boundaries with individuals and others.
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Ability to adapt to conditions which may vary considerably.
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Ability to establish effective working relationships with the public, other staff, Program Director and all levels of organizational staff.
ESSENTIAL TRAINING REQUIREMENTS:
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Complete initial new hire training.
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Complete required on the job training (OJT) training by the department.
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Obtain proper certifications needed to perform job duties.
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Complete annual training as required by the Alabama Administrative Code, CMS, and all other applicable regulating and contractual entities.
WORK ENVIRONNMENT / PHYSICAL REQUIREMENTS:
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Physical ability to work assigned shift with occasional overtime. Work location is primarily in a temperature-controlled office with periods of computer use at a desk with associated repetitive motions. Must understand and practice good ergonomic movements to avoid injuries.
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Must be able to travel to system facilities with exposure to changing weather conditions.
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Job requires occasional use of office equipment and ability to correctly lift up to fifty (50) pounds on an infrequent basis.
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Job requires occasional and limited bending, twisting, kneeling, and reaching.
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Required to talk to or hear staff, clients, and/or others.
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Required to train professional staff through verbal and visual presentations.
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Employee may be exposed to patients’ conditions and some unpleasant sights, smells, and contagious diseases at facilities.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
REQUIRED/PREFERRED QUALIFICATIONS/EDUCATION/EXPERIENCE:
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Bachelor’s or Associates degree in computer science or related field; or two (2) years’ related experience and/or training; or equivalent combination of education and experience.
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MCP, A+, or other industry recognized technical certification.
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Exceptional customer service and support skills expected and required.
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Possess and maintain a valid Driver License.
This job description does not represent an employment contract. The job is “at will”. Nothing in this job description restricts the supervisor or company’s right to assign or reassign duties and responsibilities to this job at any time.
