IT Support Analyst I - IS Service Desk

Job description

Position Information

Work Type: Active - Benefit Eligible and Accrues Time Off
Exempt: No

Work Schedule: Monday - Friday

Shift Time: 12:30pm - 9:00pm
Location: SunTrust, US:FL: Lakeland

Position Summary
Summary:
The IT Support Analyst I is committed to providing excellent tier 1 computing support to LRH staff, physicians, business partners, and vendors by receiving and responding to problem/incident calls and other requests for service. The analyst works under the direct supervision of the IT Service Desk Manager and is able to work independently and as part of a team that is accountable for meeting and exceeding the expected outcomes and goals. S/he participates in IS Service Desk functions and duties as part of the support process. S/He must identify opportunities for, and contribute to, the improvement of quality, safety and cost, as well as patient, customer, and employee satisfaction. S/he may perform other duties as assigned. The Service Desk team supports the organization 24 x 7. Flexibility for availability in advance to work evening and week-end shifts is required.

Position Details
Detailed responsibilities:
* People At The Heart Of All We Do
- Fosters an inclusive and engaged environment through teamwork and collaboration.
- Ensures patients and families have the best possible experiences across the continuum of care.
- Communicates appropriately with patients, families, team members, and our community in a manner that treasures all people as uniquely created.

* Safety And Performance Improvement
- Behaves in a mindful manner focused on self, patient, visitor, and team safety.
- Demonstrates accountability and commitment to quality work.
- Participates actively in process improvement and adoption of standard work.

* Stewardship
- Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities.
- Knows and adheres to organizational and department policies and procedures.

* Std WK Duties: IT Support Analyst I
- Gather the customer’s information and the required information for the application/system involved and determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem.
- Strive for 1st Call Resolution by sorting through the possible solutions available using the knowledge management tool. Provides drafts for Service Desk Knowledge Based Articles and for updates to Service Desk SOPs.
- Assists in communicating effectively to team members, other IT departments, IS Leadership and Customers using both verbal and written skills. Performs daily activities with enthusiasm and professionalism. Shows a strong desire for learning and continuous improvement/development.
- Demonstrates customer service, technical, business and analytical critical thinking skills with good organizational skills. Draft concise, logical, grammatically correct technical documents with management assistance.
- Administers network and application security access in compliance with documented standards.
- Actively participates in team development, employee engagement activities, and in accomplishing department goals and objectives.
- Assists in identifying trends in Incidents reported and escalate to other teams. Identify with a sense of urgency and escalate issues to Management. As necessary, assist IS Management or MOC with the timing of the Downtime Messaging, gathering updates and sending the Downtime Messages following the Service Desk Downtime Notification Procedure.
- Adheres to IS standards and policies and accurately documents daily activities (includes creating and updating tickets including change, incident, problem and service request records, and knowledge articles).
- Adheres to LRH and IS standards and policies and accurately documents daily activities for individual time reporting and call center metrics (including logging in and out and accurate routing status).

Qualifications & Experience
Education:
Essential:
* Associate Degree

Preferred:
* Bacherlor's Degree

Experience Essential: One plus years of hands-on experience providing end-user support: PC, printer, and peripheral repair One plus years of hands-on experience providing end-user support Customer service experience

Experience Preferred: Two plus years of workstation/printer support in an Enterprise class local area network computing environment.

Please apply at careers.myLRH.org if you have not already done so.

Lakeland Regional Health is not accepting unsolicited assistance from search firms/Agencies for this employment opportunity. All resumes submitted by search firms/Agencies to any employee at LRH via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Lakeland Regional Health, HR/Recruitment will be deemed the sole property of LRH. No fee will be paid in the event the candidate is hired by LRH as a result of the referral or through other means.

Job Type: Full-time

Pay: $20.34 - $25.43 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• Monday to Friday
• Weekends as needed

Ability to commute/relocate:

• Lakeland, FL 33801: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Required)

Experience:

• IT support: 1 year (Required)

License/Certification:

• CompTIA A+ (Preferred)

Work Location: In person