IT Support Analyst

desktop support, ServiceNow; EMR system; MS; ITIL; ITSM
C2H Independent, C2H W2, Contract to Hire
Pay Rate
Work from home not available Travel not required

Job Description

Job Title:            Customer Support Specialist     

Duration:           Contract to Hire

Location:            Tampa, Florida

Zip Code:            33607

Skills:    ServiceNow; EMR system; MS; ITIL; ITSM

 

Job Description:

Provides first-line support for all software applications including Electronic Medical Record System. Responds to inquiries and requests for assistance with PC related hardware and the software systems. Logs and identifies issues, troubleshoots and provides advice to assist users. Coordinates with other IS personnel when necessary to resolve problems and provide solutions. Assures that problems are assigned to appropriate IS personnel and are tracked until resolved. Creates user documentation, may plan, coordinate, develop and conduct (per situation requirements) user training for both application-specific and personal productivity software, tests software and assures software quality. Investigates hardware problems and performs minor hardware and communication connection repairs. User Support (HQ, Facilities, Board Members)

  • Provide first-line support for software applications including IS. Troubleshoot PC related hardware and software problems; log, assign and track user reported incidents, problems and changes until solution is provided; Advise on best methods and techniques to accomplish intended tasks when utilizing software products such as Word, Excel, PowerPoint, etc.; Provision and support PKI Smart Cards; May provide specialized support in applications software such as PMTI, Profit, Lawson, Cerner, etc. Training Programs and Support
  • Depending upon the requirements of the specific situation, training related support consists of planning for, coordinating, developing/purchasing, conducting, monitoring and assessing user software training programs. Includes all required policies, procedures, methodologies, learning manuals, CBTs, training aids, proficiency testing, and conducting/coordinating both local and remote training classes as necessary. Documentation
  • Consists of developing user documentation including reference manuals, user guides, getting started manuals, tutorials and on-line help for Applications software either developed or purchased by Organization. Documentation is prepared in accordance with established standards for Presentation, reference, etc. Software Testing and Quality Assurance
  • Depending upon the specific requirement, software (both developed and purchased) is tested per an organized plan of testing those progresses from a unit or modular test up to a full test of all integrated components of the system. Quality assurance is achieved both by determining that all Software works as designed or planned and that user requirements are fully satisfied. Product/Vendor Evaluation and Recommendation
  • Assist in the systematic evaluation, recommendation and/or selection of items such as vendors and their products including hardware, software packages, communications products, consulting services, systems integration services, etc. Techniques used include side-by-side weighted assessments, price-performance analyses, cost-benefit analyses, etc. Often required to participate on a selection committee acting as technical advisor.

Other Responsibilities

  • Provides 24 X 7 support (via rotating on-call) for users. Reporting security events.
  • Rotating schedule (shifts)
  • 3 Years Help desk/user support experience and knowledge of ITSM customer support system
  • 2 Years Training users in use of computers/software
  • 2 Years Hospital and healthcare systems and practices
  • Knowledge of ServiceNow customer support system.
  • Knowledge of Cerner Millennium EMR System
  • Experience in software testing and quality assurance.
  • Should be knowledgeable of local and network attached printers, storage devices, scanners, etc.
  • Capability to diagnose hardware and software problems and implement corrective measures
  • Proficient communications and problem-solving skills necessary to effectively communicate with users, management and others in seeking and effecting solutions
  • Thorough knowledge of MS personal productivity software and operating systems
  • Knowledge of hospital processes and functions
  • Familiarity with ITIL Standards.
  • Knowledge of ITSM customer support system.
  • Should be knowledgeable of local and network attached printers, storage devices, scanners, etc.
  • Capability to diagnose hardware and software problems and implement corrective measures.
  • Proficient communications and problem-solving skills necessary to effectively communicate with users, management and others in seeking and effecting solutions.
  • Thorough knowledge of MS personal productivity software and operating systems. Knowledge of hospital processes and functions.

 

Patricia P.Verde

Technical Recruiter

https://www.linkedin.com/in/patricia-verde-itrecruiter/

Posted By

Patricia Verde

7550 IH 10 West, Suite 940 San Antonio, TN

Dice Id : ylcon
Position Id : PV_desktop
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