The ITS Analyst (I, II, III) – Customer Support & Technical Support typically reports to the Supervisor, Manager, or Site Director of Customer Service and Technical Support and has no direct reports. POSITION SUMMARY 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. Analyst I - Under general direction provides second level desktop support to our user community and their devices (PCs, Laptops, Printers, Peripherals). Responsible for resolving incidents and tasks 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. The Desktop Analyst also supports our Application Teams when necessary and provides 'limited' on-site support to our Technical Teams. Analyst II - Experienced and more knowledgeable Analyst who provides second level desktop support to our user community and their devices (PCs, Laptops, Printers, Peripherals). Responsible for resolving incidents and tasks 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. The Desktop Analyst also supports our Application Teams when necessary and provides 'limited' on-site support to our Technical Teams. Analyst III - Serves at a high level, experience and expertise demonstrated in all areas, and can function as a Project Manager if assigned. Serves as a mentor to less experienced staff and can fill in for leadership when needed. Analyst provides second level desktop support to our user community and their devices (PCs, Laptops, Printers, Peripherals). Responsible for resolving incidents and tasks 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. The Desktop Analyst also supports our Application Teams when necessary and provides 'limited' on-site support to our Technical Teams. ACCOUNTABILITIES *All duties listed below are essential unless noted otherwise* 1. Assist/complete escalated incident tickets. 2. Create, Test and Imaging Devices. 3. Active Directory user & device administration. 4. Enter/ Complete standard, security & purchase requests. 5. Can work independently. 6. Small project management. 7. Documentation (KB’s). 8. Mentors staff (AII, AIII). 9. Ability to recognize a trend with system wide impact and create PRB ticket in Service Now. Work with other teams as needed to resolve. 10. Attend meetings in absence of supervisor/manager (Analyst III). 11. Assesses/completes more complex tasks. 12. Review and address automated reports /notifications (Scom, Service Now). Work with teams to resolve. 13. Participate in on Call Rotation. 14. Other duties as assigned. Education: I - Recommend an Associate Degree, technical certification, or equivalent experience in providing end user technical support. Knowledge of desktop hardware, software applications, operating systems, network infrastructure, and telephony is preferred. The ability to logically solve problems with an aptitude for technology is required. II - Recommend an Associate Degree, technical certification, or equivalent experience in providing end user technical support. Knowledge of desktop hardware, software applications, operating systems, network infrastructure, and telephony is preferred. The ability to logically solve problems with an aptitude for technology is required. 3 years of experience required, 5+ preferred. III - Recommend an Associate Degree, technical certification, or equivalent experience in providing end user technical support. Knowledge of desktop hardware, software applications, operating systems, network infrastructure, and telephony is preferred. The ability to logically solve problems with an aptitude for technology is required. 5 years of experience required, 6+ preferred. Skills: Capable of quickly absorbing knowledge of assigned clinical software applications and healthcare operations. Obtaining and maintaining any certifications that are required. Recent work experience in providing end user technical support may be substituted in lieu of degree. Years of Experience: 1-6 years of experience Certification: A+ certification PREFERRED QUALIFICATIONS Skills: IT background, Effective oral, written communication, and follow-up skills. Strong interpersonal relationship skills. Task management and problem-solving skills expected. Project management and leadership experience desired. Requires strong self-motivation, interpersonal, and organizational skills. Strong desktop tool usage including Word, Excel, and PowerPoint. Self motivated, detail-oriented, problem solver. The above list of accountabilities is intended to describe the general nature and level of work performed by the incumbent; it should not be considered exhaustive. ProMedica is a mission-driven, not-for-profit health care organization headquartered in Toledo, Ohio. It serves communities across nine states and provides a range of services, including acute and ambulatory care, a dental plan, and academic business lines. ProMedica owns and operates 10 hospitals and has an affiliated interest in one additional hospital. The organization employs over 1,300 health care providers through ProMedica Physicians and has more than 2,300 physicians and advanced practice providers with privileges. Committed to its mission of improving health and well-being, ProMedica has received national recognition for its clinical excellence and its initiatives to address social determinants of health. For more information about ProMedica, please visit promedica.org/aboutus. **Requisition ID:** 96251