Analista De Apoyo Al Usuario De It Nivel I

Analista de Apoyo al Usuario de IT Nivel I

GENERAL DESCRIPTION

Answers call from internal or external customers wishing to place requests. Answers inquiries, handles complaints and troubleshoots technology problems. Troubleshoots and/or refers technology problems to the appropriate area. Informs and guides customers on technology events and procedures.

ESSENTIAL FUNCTIONS

• Answers calls from the phone system and makes sure to:

o Follow call center "scripts" when handling different issues.

o Identify users' needs, clarify information, investigate each problem, and provide solutions.

o Document all call information according to standard operating procedures in the call logging system.

o Follow up on customer calls as needed.

o Recognize, document, and alert the management team of trends in customer calls.

o Research required information using available resources.

o Identify and refer issues to appropriate areas based on the diagnosis.

o Prioritize, answer, and follow up on issues reported by end-users.

• Tests solutions and performs post-resolution follow-ups to ensure issues have been properly resolved.

• Records, tracks, and documents the problem-resolution process in the Service Desk request up to the final resolution.

• Contributes to the documentation of technical requirements and specifications.

• Serves as a liaison with SD Desktop Support and any other support areas.

• Evaluates, configures, and installs applications, operating systems, such as Power MHS, MS Office, etc., and phone equipment, as requested.

• Repairs computer equipment, such as PCs, laptops, printers, etc., and recommends upgrades and parts to replace equipment. Also, coordinates support for equipment warranty claims.

• Assists the Service Centers in all applications, operating systems, and computer equipment requests.

• Assists the Systems Administrator and Telecommunications Specialist in evaluating, configuring, and installing applications and equipment.

• Receives, records, and distributes all systems-related purchases received in the IT department.

• Performs computer equipment relocation as requested.

• Provide support to IT projects as needed.

• Collaborates with other IT team members to analyze and answer technical problems and participate in training sessions.

• Communicates software issues to software development and support teams.

• Performs research analysis as required.

• Visits facilities (Hospitals, employers) to install and/or configure applications or equipment, as requested and according to customer need if requested.

• Assists other MCS departments in installing applications or equipment for special company events, if required.

• Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.

• May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.

MINIMUM QUALIFICATIONS

Education and Experience: Associate Degree or sixty to sixty-four (60-64) approved credits in Computer Science or areas related to Information Systems. Minimum of two (2) years of experience in computers, (software & hardware), Microsoft, and telephony.

OR

Education and Experience: Bachelor's degree in Computer Science or areas related to Information Systems. Minimum of six (6) months of experience in computers (software & hardware), Microsoft, and telephony.

"Proven experience may be replaced by previously established requirements."

Certifications/Licenses: As Apply: CompTIA A+ Certification, Information Technology Infrastructure Library (ITIL) or Information
Technology Management Service (ITMS) is preferred.

Other: Knowledge of Windows platform and MS Office, LAN connections, PC, printer, copier, and fax repair.

Languages:
Spanish – Intermediate (comprehensive, writing and verbal)
English – Intermediate (comprehensive, writing and verbal)

"Somos un patrono con igualdad de oportunidad en el empleo y tomamos Acción Afirmativa para reclutar a Mujeres, Minorías, Veteranos Protegidos y Personas con Impedimento"