The role of the Customer Support & Technical Services Analyst is to provide second level desktop support. They are responsible for resolving incidents as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through remote access and in person.

　　Main Duties and Responsibilities: - To diagnose and resolve software and hardware incidents, including operating systems and a wide range of software applications. - Ability to demonstrate practical troubleshooting and problem analysis techniques. - Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment. - Diagnose and resolve incidents using documented procedures to perform responsibilities. - Configure PCs and laptops, problem ticket resolutions and track problems using Service Now - To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. - Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization. - To be a highly motivated team player with the skills and ability to manage changing priorities. Proactively looking for improvements and tasks. - Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes. - Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility. - Participate in on Call Rotation. - Knowledge of health care operations is preferred. - Must be able to move about facilities and between workstation. - Attends regular customer and team department meetings as scheduled

　　Job Requirements:

　　Analyst II - Monitor/Complete incident tickets - Assist/complete escalated incident tickets - Create, Test and Imaging Devices - Active Directory user & device administration - Hardware deployment - Enter/ Complete standard, security & purchase requests - Can work independently - Small project management - Project & needs analysis - Documentation (KB’s) - Mentors staff - Review and address automated reports /notifications (Scom, Service Now), escalate as appropriate

　　Education/Qualifications Associate’s degree in a computer related field preferred. Recent work experience providing end user technical support may be substituted in lieu of degree. Desirable Requirements A+ Certified Experience/Knowledge - Previous experience of working in an IT end user support role. - Know your way around desktop hardware, software applications, operating systems and network connectivity. - Teamwork – Work well in a team-oriented environment. - Skills/Personal Requirements - Excellent organizational skills. - Ability to communicate effectively, verbally & orally, with a wide variety of people in a professional manner. - Excellent knowledge of Customer Service best practice. - Willing to work flexibly and with enthusiasm.

　　ProMedica is a mission-based, not-for-profit integrated healthcare organizational headquartered in Toledo, Ohio. For more information, please visit www.promedica.org/about-promedica

　　Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact [email protected]

　　Equal Opportunity Employer/Drug-Free Workplace

　　Requisition ID: 79674