Sky Lakes Medical Center
Customer Support Analyst I - Information Systems - Full Time
Sky Lakes Medical Center, Klamath Falls, Oregon, us, 97602
Overview
Customer Support Analyst I - Information Systems - Full Time at Sky Lakes Medical Center. Join to apply for the Customer Support Analyst I - Information Systems - Full Time role at Sky Lakes Medical Center. Under general supervision, coordinates support, troubleshooting and ticket resolution for desktop computing, end user device(s) and customer service requests for Information Services (IS). The role includes installing, diagnosing, repairing, maintaining, and upgrading computer, network, applications and telecommunications hardware, software and equipment to ensure optimal customer satisfaction and workstation/system performance. Troubleshooting, communication and resolution occur in person, by telephone, or via e-mail, with escalation as appropriate by working collaboratively with multiple IS teams. Assists in projects as designated by IS team members. Takes calls as needed. Responsibilities
END-USER SUPPORT – Serve as the initial contact for front-line customers, logging and providing ongoing support. Maintain a service-oriented, professional, and courteous demeanor, even when dealing with upset customers. INITIAL HARDWARE / SOFTWARE INSTALLATIONS – Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, software, networked peripheral devices, cabling, printing and networking hardware and software products. PC HARDWARE / TELECOMMUNICATIONS SUPPORT – Perform on-site analysis, diagnosis, and resolution of desktop problems, recommend and implement corrective solutions, and close tickets with clear communication and follow-up to exceed customer satisfaction. PHYSICAL DESKTOP CONNECTIONS – Ensure proper operation of physical connections (e.g., Ethernet, telephony jacks, and server connections). APPLICATIONS EXPERTISE – Possess general knowledge of applications and guide end users on Epic and direct questions to the appropriate team member. NETWORK & OS KNOWLEDGE – Maintain knowledge of current protocols, operating systems, and standards, including Active Directory and Microsoft products. NETWORK HARDWARE MAINTENANCE – Collaborate with Network management to maintain network hardware and equipment (routers, switches, hubs, UPSs) as needed. PROBLEM RESOLUTION RESEARCH – Research and stay current with technical literature and external knowledge sources. WINDOWS CONFIGURATION – Recommend and implement modifications to Windows systems to improve efficiency, reliability, and performance. Qualifications
Required
– Associate's Degree in Computer Science and/or MCSE certification or equivalent training/experience; excellent written and verbal communication skills; strong customer service orientation; technical knowledge of personal computers, networks and PC software; working knowledge of current protocols, operating systems, and standards (including Active Directory, Microsoft products); ability to research PC and network issues and products. Preferred
– Bachelor’s Degree in Computer Science or related field; experience with printers and other computer peripherals, including telecommunications. Physical / Mental Demands
Troubleshooting hardware/software issues requires bending, squatting, crawling, climbing, reaching, and the ability to lift, carry, push or pull up to 30 pounds. Medium physical demands; able to work in remote locations, under time constraints and high-stress situations; maintain professional communication, appearance and attitude; promote teamwork. Takes calls as needed. Marginal / Other Functions
Performs other duties as assigned. Job Details
Seniority level: Entry level Employment type: Full-time Job function: Other Industries: Hospitals and Health Care
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Customer Support Analyst I - Information Systems - Full Time at Sky Lakes Medical Center. Join to apply for the Customer Support Analyst I - Information Systems - Full Time role at Sky Lakes Medical Center. Under general supervision, coordinates support, troubleshooting and ticket resolution for desktop computing, end user device(s) and customer service requests for Information Services (IS). The role includes installing, diagnosing, repairing, maintaining, and upgrading computer, network, applications and telecommunications hardware, software and equipment to ensure optimal customer satisfaction and workstation/system performance. Troubleshooting, communication and resolution occur in person, by telephone, or via e-mail, with escalation as appropriate by working collaboratively with multiple IS teams. Assists in projects as designated by IS team members. Takes calls as needed. Responsibilities
END-USER SUPPORT – Serve as the initial contact for front-line customers, logging and providing ongoing support. Maintain a service-oriented, professional, and courteous demeanor, even when dealing with upset customers. INITIAL HARDWARE / SOFTWARE INSTALLATIONS – Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, software, networked peripheral devices, cabling, printing and networking hardware and software products. PC HARDWARE / TELECOMMUNICATIONS SUPPORT – Perform on-site analysis, diagnosis, and resolution of desktop problems, recommend and implement corrective solutions, and close tickets with clear communication and follow-up to exceed customer satisfaction. PHYSICAL DESKTOP CONNECTIONS – Ensure proper operation of physical connections (e.g., Ethernet, telephony jacks, and server connections). APPLICATIONS EXPERTISE – Possess general knowledge of applications and guide end users on Epic and direct questions to the appropriate team member. NETWORK & OS KNOWLEDGE – Maintain knowledge of current protocols, operating systems, and standards, including Active Directory and Microsoft products. NETWORK HARDWARE MAINTENANCE – Collaborate with Network management to maintain network hardware and equipment (routers, switches, hubs, UPSs) as needed. PROBLEM RESOLUTION RESEARCH – Research and stay current with technical literature and external knowledge sources. WINDOWS CONFIGURATION – Recommend and implement modifications to Windows systems to improve efficiency, reliability, and performance. Qualifications
Required
– Associate's Degree in Computer Science and/or MCSE certification or equivalent training/experience; excellent written and verbal communication skills; strong customer service orientation; technical knowledge of personal computers, networks and PC software; working knowledge of current protocols, operating systems, and standards (including Active Directory, Microsoft products); ability to research PC and network issues and products. Preferred
– Bachelor’s Degree in Computer Science or related field; experience with printers and other computer peripherals, including telecommunications. Physical / Mental Demands
Troubleshooting hardware/software issues requires bending, squatting, crawling, climbing, reaching, and the ability to lift, carry, push or pull up to 30 pounds. Medium physical demands; able to work in remote locations, under time constraints and high-stress situations; maintain professional communication, appearance and attitude; promote teamwork. Takes calls as needed. Marginal / Other Functions
Performs other duties as assigned. Job Details
Seniority level: Entry level Employment type: Full-time Job function: Other Industries: Hospitals and Health Care
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