IT Support Analyst I Req #: 0000192694
Category: Information Systems and IT
Status: Full-Time
Shift: Day
Facility: RWJBarnabas Health Corporate Services
Department: IT&S Service Applications
Salary: $26.25 - $37.07 per hour
Location: SBC Corporation, 95 Old Short Hills Road, West Orange, NJ 07052

Job Title: IT Support Analyst I

Location: Barnabas Health Corp

Department: IT&S Service Applications

Req#: 0000192694

Status: Full-Time

Shift: Day

Salary Range: $26.25 - $37.07 Hourly

Pay Transparency:

The above reflects the anticipated hourly range for this position if hired to work.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Overview:

Primary role is to support and maintain RWJBarnabas Health s users and infrastructure. Responsibilities include the coordination and fulfillment of incidents and requests through service management while adhering to organizational policies and procedures. Must represent company in a professional and enthusiastic manner; by providing excellent customer service and supporting the company s mission/vision.

Qualifications:

Required:

At least 1-2 years of experience supporting large organizations in a customer support role.Must have strong customer service and excellent communication skills.Must have experience using ITSM tools such as ServiceNow, Remedy, Ivanti, etc.

Preferred:

Bachelor s degree in Computer Science, Information Systems, Business Administration or related field preferred.Experience in healthcare field helpful but not required.

Certifications and Licenses Preferred:

Industry certifications preferred (Microsoft, CompTIA A+, HDI).

Scheduling Requirements:

Full-timeDay shiftHybrid

Essential Functions:

Respond to customer issues and requests submitted via service portal and live chat within established timeframes.Provide first-level technical support to customers, including troubleshooting issues related to computer hardware, software, mobile devices, telecom, and networking problems.Collaborate with other teams to escalate and resolve complex technical issues.Document all customer interactions, including issues, solutions, and recommendations.Keep up-to-date with system changes, as well as industry trends and best practices.Ensure compliance with company policies and procedures, including security and privacy regulations.Prioritize problems by following established priority, ensures all jobs are completed as scheduled or requested within SLA guidelines. Assignments should be completed thoroughly in an accurate, prompt, and neat manner.Must consistently meet key metrics on incidents and requests: tickets per month, tickets resolved within SLA, mean time to resolve, etc.Provide thorough documentation and timely updates within ITSM ticketing system.Perform additional duties and responsibilities as requested by management.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.

Paid Time Off (PTO) Medical and Prescription Drug InsuranceDental and Vision InsuranceRetirement PlansShort & Long Term DisabilityLife & Accidental Death InsuranceTuition ReimbursementHealth Care/Dependent Care Flexible Spending AccountsWellness ProgramsVoluntary Benefits (e.g., Pet Insurance)Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

Interested in learning more about our IT&S team? Check out this video from our leadership team! https://vimeo.com/1038366426/2f1c2a76a5?ts=0&share=copy

RWJBarnabas Health is an Equal Opportunity Employer