Sr Tech Analyst

General Description:

The Sr Technical Analyst implements and supports facility is the key technical resource responding to end user support incidents and requests and escalated issues. Sr Technical Analyst will also be responsible for mentoring, supporting and training entry-level Technical Analysts.

Sr. Technical Analyst will normally handle the more difficult incidents and issues. They may have to work with our Hardware Vendors to resolve the difficult problems.

Sr. Technical Analyst will participation in 24x7 on-call support is provided based on IT staff rotation.

The Sr Technical Analyst recommends, adheres to and supports OU Health IT policies and procedures, and recommends process changes that improve the implementation, maintenance and support of IT desktop equipment and software. Based on proficiency with PC-based equipment and cabling, the Sr Technical Analyst can provide expanded on-site support to technical resources, if needed. Mentors, trains, and leads other Tech Support Analysts.

Essential Responsibilities:

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• * Installs and repairs facility IT equipment and software per OU Health IT standards and guidelines, including but not limited to thin client machines, personal computers, printers, cabling, and related software products.
• * Responds to and resolves inquiries and requests for assistance with facility computer systems, and provides a superior customer support experience for facility users.
• * Analyzes and provides hands-on support for Tier 1 and Tier 2 requests, including simple, moderate, and complex inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed.
• * Logs and tracks problems; reviews problem tracking databases
• * Mentors, trains and supports entry-level technical analysts
• * Performs facility-based moves, adds, and changes (MACs), as needed
• * Maintains documentation for each incident or request, assists entry-level Technical Analysts in resolving of incidents and requests, and escalates the most complex problems to the next level of support per documented procedures
• * Provides 24x7 on-call support based on IT staff rotation.
• * Aids and trains users on facility technology. Assists in preparing training materials.
• * Performs preventative maintenance
• * Recommends process changes that improve the implementation, maintenance and support of IT desktop equipment and software
• * Effectively works with customers, Service Desk and Technical Services personnel
• * Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance
• * Adheres to and supports OU Health IT standards, policies and procedures
• * Maintains and protects confidentiality with regard to all aspects of patient care and employee information
• * Adheres to Code of Conduct and Mission & Value Statement

General Responsibilities:

* Performs other duties as assigned

Minimum Qualifications:

Education: None required. Bachelor's degree in information systems or healthcare related field is preferred

Experience: Must have 3 years IT experience

Or equivalent combination of education and experience

License(s)/Certification(s)/Registration(s) Required: None required. Basic certification in A+ and Microsoft Products is preferred.

Knowledge, Skills and Abilities:

* Manages and prioritizes workload

* Demonstrates ability to multi-task; Possesses strong analytical skills

* Demonstrates a customer orientation; strength in analytical, math, and reasoning skills

* Effectively communicates verbally and in writing

* Possesses proficiency in MS Office applications and ability to troubleshoot and resolve user issues.

* Proficiency with PC-based equipment and cabling

* Must be able to drive to assigned sites to complete work