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Technical Support Analyst

Company: ComTec Information Systems
Location: Oakland
Posted on: September 16, 2020

Job Description:

Essential Functions Troubleshoots and supports all aspects of field services at BCH Oakland during assigned shift, including work assignment, scheduled maintenance, proactive incident management, problem management, change management and service requests with minimal supervision for all devices supported, including Windows desktops and laptops, handheld device (iPhones, iPads, Android devices) connectivity, and video conferencing end points. Escalate and communicate problems and status updates to management Proper use of the prevalent IT Service Management toolset (e.g. ServiceNow) as defined by the management team to manage work queues, assess and prioritize tickets and tasks, andor handoff to the next shift or for escalation Provide technical consultation and guidance to other team members Work directly with the client in offering support andor training on various BCH Oakland end user devices Exercise sound judgment and prioritization and reorganization of customer requests Adhere to ITIL best practice Develop, support and maintain systems documentation and procedures as needed, provide training to other IT staff and customers as appropriate and facilitating presentations to IT senior management Analyze customer requirements and configuration assist in planning and implementing requested changes, including researching and procuring viable solutions when appropriate May have incidental access to confidential information. As such, employee is expected to adhere and abide to BCH Oakland confidentiality agreements, policies and procedures Additional Responsibilities Operational oversight of team responsibilities may be required during a scheduled shift Participate in continuous process improvement innovation Complete other duties, tasks, or projects assigned by the IT Technical Support Manager Participate in complex projects and small groups of employees or consultants This position may require shift or site rotation assignment (site rotation could be required throughout the work shift) including weekends and off-hours as part of regular work shift Deliver guidance to other IT personnel as appropriate Maintain a clean, safe and unobstructed work area, practice good safety habits and utilize appropriate safety equipment Follow HIS standards and policies regarding the use of scheduling tools, email, voicemail, on call, etc. Promote use of current hardware and software standards Support a culture of collaboration and cross-functional teamwork aimed at providing complete, end-to-end IT technology solutions to meet the needs of the hospital Identify opportunities to improve the efficiency andor quality of the services provided by HIS Utilize the defined and approved HIS operational processes in the areas of incident, change, request and release management Create material including procedure documents, manuals, letters, memoranda, reports and other correspondence Moderate travel requiredSDL2017

Keywords: ComTec Information Systems, Oakland , Technical Support Analyst, IT / Software / Systems , Oakland, California

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