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Associate Computer Support Analyst

at Christiana Care Health System in Wilmington, Delaware, United States

Job Description

PRIMARY FUNCTION:
Christiana Care is seeking a talented Associate Computer Support Analyst to support and maintain in-house computer systems, desktops, peripherals and telephony systems. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal performance. The person will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.
RESPONSIBILITIES:

Work with end users to identify and deliver required PC service levels.

Liaise with, and provide training and support to, end users and staff on computer operation and other issues.

Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, telephony, mobile devices, clinical IT devices including nurse call, TV Systems, networked peripheral devices, and networking hardware products.

Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software, telephony, and networking software products.

Perform on-site analysis, diagnosis, and resolution of complex PC/Printer problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.

Receive and respond to incoming calls, pages, and/or e-mails regarding PC, Server and/or hardware problems.

Maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.

Accurately document instances of hardware failure, repair, installation, and removal.

Recommend, schedule, and perform PC/Server, hardware and peripheral equipment improvements, upgrades, and repairs.

Support development and implementation of new computer projects and new hardware installations as well as telecom hardware.

If necessary, liaise with third-party support and equipment vendors.

Appropriately documents troubleshooting information in the incident management application to ensure problem determination/resolution methods are efficient and reliable. Utilizes and enhances the knowledge base of technology and application information, and ensures documentation is up to date.

Identifies and pursues opportunities for improving customer service. Identifies problem trends and looks for root cause of problems, rather than applying short-term fixes.

Ensures PC Hardware is implemented per standard guidelines and at the expectation of the customer and within service level commitments.

Supporting our internal telecom environment, including configuration and wiring of telephony systems.

EDUCATION AND EXPERIENCE REQUIREMENTS:

BS degree or commensurate experience in a discipline related to information technology and end-user support.

Demonstrated, from past work experiences, the breadth and depth of knowledge to support a complex, dynamic information organization.

2 or more years of information technology, Desktop/Hardware support and system analysis experience.

2 years of customer service related experience.

Requires On-call availability for 7 days per month & ability to be flexible and work off hours on 7X24 critical support

NC2


EEO Statement:
UPDATE: ChristianaCare is committed to prioritizing the health and safety of our patients and caregivers. As we continue to meet the needs of our caregivers and our community through the COVID-19 pandemic, our commitment to health and safety requires that we take new steps to ensure a safe environment for medical care for our patients and a workplace that avoids preventable harm for our caregivers. For this reason, vaccination for COVID-19 is required for all caregivers at ChristianaCare and is considered a safety standard that is job-related and consistent with business necessity for all caregivers.

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

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Job Posting: 901634

Posted On: Jan 24, 2022

Updated On: Feb 23, 2022