Tech Analyst I

The Technical Analyst I implements and supports facility IT desktop and peripheral equipment acting as a technical resource responding to end user incidents and requests reported in ServiceNow as well as project related duties. Problems beyond the scope of their ability or responsibility are communicated in a timely manner to senior-level support personnel. Support to other facility IT personnel is provided, as warranted, and participation in 24x7 on-call support is provided based on IT staff rotation.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Installs and repairs facility IT&S equipment and basic software per OUH IT&S standards and guidelines, including but not limited to terminals, personal computers, printers, cabling, and related software products

• Responds to and resolves inquiries and requests for assistance with division or facility computer systems, and provides a superior customer support experience for division and facility users

• Analyzes and provides hands-on support for basic to moderate inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed

• Logs and tracks problems; reviews problem tracking databases

• Performs facility-based moves, adds, and changes (MACs), as needed

• Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures

• Provides 24x7 on-call support based on division IT staff rotation, and carries a phone as warranted

• Aids and trains users on division and facility technology

• Recommends process changes that improve the implementation, maintenance and support of IT desktop equipment and software

• Effectively works with customers, Service Desk and Technical Services personnel

• Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance

• Adheres to and supports OUH IT&S standards, policies and procedures

• Maintains and protects confidentiality regarding all aspects of patient care and employee information.

• Adheres to Code of Conduct and Mission & Value Statement

General Responsibilities

• Performs other duties as assigned.

Minimum Qualifications

Education Requirements: Graduate of a Technical/Trade School or Associate's Degree required.

Experience Requirements: 0-3 years of experience required.

License/Certification/Registration Requirements

• Comp TIA A+ Certification preferred

• HDI Desktop Advanced Support Technician (HDI-DAST) required within 12 months

• Valid driver's license required

Knowledge/Skills/Abilities Required:

• Demonstrates ability to multi-task; Possesses analytical skills

• Demonstrates a customer orientation, strength in analytical, math, and reasoning skills

• Effectively communicates verbally and in writing

• Possesses proficiency in MS Office applications

• Must be able to drive a personal vehicle to assigned sites to complete work