BUSINESS/TECH SUPP ANALYST 2 -CLIENT SERVICES - FT NIGHTS

Job description

BUSINESS/TECH SUPP ANALYST 2 -CLIENT SERVICES - FT NIGHTS


Updated: Jan 4, 2021
Location: Orange
Job Type:
Department: Client Services

Job Description:

UC Title: BUS TCHL SUPP ANL 2 TX

Reports to: Business/Tech Support Supv 2

Cost Center: Client Services (428546)

FLSA: Nonexempt

Job Code: 007359

Shift: Not Applicable

Position Number: 40321354

Working Title: Business/Tech Supp Analyst 2

Bargaining Unit: UPTE

Date Created: 12/21/2019

Hours: 40

FTE: 1

Position Summary:

Reporting to the Help Desk and Desktop Supervisor, responds to customer's service problems or requests for information regarding technology. Answers Help Desk support line and performs first level systems problem determination including, but not limited to the operation of personal computers, mainframe, mid-range, peripheral data processing equipment and problem determination on selected software applications. Logs all calls into service desk incident/request tracking system as mandated by the incident Management Process. Analyzes incidents and takes corrective action across functional areas for incident resolution; Consults closely with clients and internal staff to prevent incidents and provides assistance as needed, ensuring the highest level of service; Assists in maintaining standards and procedures as related to the Help Desk including Service Level and Production Support Agreements; Follows established policies, procedures or specific instructions; Provides quality support with a high degree of customer satisfaction, technical expertise and timeliness.

Salary Range:

Minimum Midpoint Maximum

Hourly Rate $25.15 $32.80 $40.45

Required Qualifications:

Ability to document resolutions clearly within a ticket system and knowledgebase

Ability to establish and maintain effective working relationships across the Health System

Ability to maintain a work pace appropriate to the workload

Must demonstrate customer service skills appropriate to the job

Excellent written and verbal communication skills in English

Ability to work variable shifts including nights, weekends and holidays as needed, as well as to travel to off site locations as required

Knowledge of MS Office Suite, Windows OS, and MAC OS

Knowledge of Apple and Android mobile devices

Minimum 6 months of IT Support experience (Service Desk, Help Desk, or Call Center)

Proficient with Active Directory Users and Computers

Experience with remote support tools

Experience with ticket tracking system

Ability to troubleshoot and resolve issues using remote control and screen sharing tools

Must possess the skill, knowledge and ability essential to the successful performance of assigned duties

Demonstrated knowledge of proper telephone usage and etiquette

Preferred Qualifications:

Knowledge of ITIL best practices

Knowledge of ITSM ticketing system

Certifications or College Courses in the Information Technology area

Knowledge of University and medical center organizations, policies, procedures and forms

To apply, visit https://careersucirvine.ttcportals.com/jobs/6093865-business-slash-tech-supp-analyst-2-client-services-ft-nights





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