System Support Analyst
Chicago, IL

Job Description

General Summary Reporting to the Manager of Business Applications # Support,#this position is responsible for technical support including troubleshooting, resolving, and prioritizing incoming help desk requests.# Provide end users with high quality support of the organization#s desktop # laptop computers, printers, network, telephones, applications, and other related technologies.# Follow policies and procedures in collaboration with staff, other system analyst team members, and the Information Services management team. Create and maintain appropriate system documentation and perform on call duties as required. PRINCIPAL DUTIES # RESPONSIBILITIES Serve as the primary contact person within Information Services to resolve hardware/software/network requests as reported to the help desk via our web application, phone, e-mail, or in person. Provide support of Microsoft productivity applications and operating systems as well as other business applications. Provide Hardware/Software support and maintenance of all laptop/desktop computers Investigate, analyze, and coordinate the resolution of day-to-day user related system requests. Log tasks/issues in help desk tracking software. Document action taken and close tickets in an accurate and timely manner. Participate in projects to facilitate improvements to organizational processes and/or infrastructure. Responsible for IT asset tracking, supply orders, selection of new hardware, and evaluation of new software. Provide support for mobile devices such as IOS, Android, and Cisco wireless phones. Understand, support, and enforce all IS related security policies. Support the Mission and Vision of RML Specialty Hospital by demonstrating RML#s Core Values of Service, Teamwork, Accountability, Integrity, Respect and Stewardship (STAIRS) in all actions.# Promote a positive patient/customer experience by exemplifying the principles of the Language of Caring in all interactions with patients, families and coworkers. Skills # Abilities Minimum Familiar with various computer hardware, network printers, and Windows operating systems Exposure to networking tools and topologies such as TCP/IP, VPN, and Wi-Fi Strong time management skills, able to multitask and set priorities Strong interpersonal skills, ability to work harmoniously with people at all levels within the organization and be customer-focused Fine attention to detail and quality of work Solid problem solving and root cause analysis skill Preferred Office 365 operational and administrative experience Experience with Active Directory, telephony support, printers / multi-function devices, and wireless networking. Cisco phone system experience Knowledge # Experience Minimum Associate#s Degree One year of related work experience Preferred Bachelor#s Degree in Information Technology related field Three years of related work experience Cisco phone system experience License/Certification Minimum#N/A Preferred Any technical certifications such as A+, Network+, Security+ Microsoft certifications, MTA or MCSA Working Conditions Hospital environment, occasional lifting of computer hardware. On-call availability for one week every two months plus as needed for project support and as a knowledge resource for other IS staff. Rev. 1.2019