Sr. Help Desk Analyst

Analyze and resolve software and computer related problems. Maintains and ensures customer services by providing 1st level support to all aspects of software and hardware for St. Luke’s employees. Performs duties and responsibilities in a manner consistent with our mission and values. Principle Accountabilities

• Maintains and ensures a high level of customer services by providing 1st and 2nd tier support to end users on complex issues. Interfaces with a wide variety of end users including, clinical, business, physicians, and administrative staff. Analyzes and implements prompt resolutionfor application, hardware, and network related issues. Verifies the appropriate licensed software installed on equipment.
• This position supports both Financial and Clinical applications including Oracle Health (Power Chart, Laboratory, Surg-Net, Phar-Net, Medication Admin, Care Connect), Radiology, HPF, PMM, STAR Registration, PHS Scheduling, Sci-Image, OB-Trace View, Computrician, Lawson. WebPINS). Provides support users experiencing issues with Microsoft Office, Exchange and Windows Operating Systems.
• The position requires a strong hardware background including PCs, Laptops, Care Mobile Devices, Bar Code Scanners, Document Scanners, Laser Printers.
• Requires continuous learning as new applications are implemented and upgraded. Senior Help Desk Analysts remain current on procedures and assist with documentation.
• Performs other duties as assigned including but not limited to Desktop, Operations, Security, and other areas of Information Services when necessary.

Do you have experience in Printer (troubleshooting support)?, Do you have a High school diploma or GED?, Experience with Microsoft Office, Microsoft Operating Systems Knowledge of Healthcare Clinical and Financial Applications Strong team orientation Ability to work with minimal supervision. High level problem resolution/analytical competence. Strong team orientation and dedication to quality customer service. Excellent interpersonal communicational and listening skills (verbal and written) Requires strong organizational and conflict resolution skills. Working knowledge of the LAN/PC based hardware and software. The position requires the ability to understand Information Services architecture. Ability to work with a variety of work groups including technical, business, and clinical staff. Individual will be exposed to a high paced stressful environment. Employee is required to sit continuously and walk occasionally. Employee must lift/carry a light (1-20 lbs.) medium (21-50 lbs.) and heavy (50 lbs. +) loads frequently. Employee may be required to lift over 100 lbs. with assistance. Employee is frequently required to bend, squat, crawl, kneel, climb, lift waist to overhead. Employee is occasionally required to reach forward and reach overhead. For repetitive action, employee is required to use both hands for simple grasping and pushing/pulling. Employee is occasionally exposed to electrical hazards and CRT terminal work. (Occasionally: 1-33%, Frequently: 34-66%, Continuously: 67-100%) The most significant of duties are included but this does not exclude occasional work assignments not mentioned or developmental duties. Job Relationships: Promotes and provides courteous and effective communication with internal and external customers. Takes direction from: Lead Help Desk Analyst Supervised by: Manager of Customer Service High School Diploma required Bachelor’s Degree in Technology preferred or a minimum of 3 years technical experience