This position is Sunday through Wednesday with the hours being 7:00am-5:30pm
Work Shift
Day
Scheduled Weekly Hours
40
Summary
This position supports Mercy's philosophy of patient centered care by providing a single point of contact for end users to receive support and maintenance within the organization's client computing environment. This position requires a strong technical background combined with strong communication skills and troubleshooting skills. The Client Systems Analyst position is the first point of contact for end users needing support on information technology related issues.
Job Description
Job Duties
- Provides a single point of contact for end users to receive support and maintenance within the organizations client computing environment.
- Provides a primary point of contact for incoming phone calls to the IT Help Desk, staff submitted help desk tickets, and walk-in’s by way of troubleshooting problem areas in a timely and accurate fashion, and provide end-user assistance when required.
- Performs on-site analysis, diagnosis, and resolution of desktop problems for end-users, and recommends and implements corrective solutions, including off-site repair for remote users as needed.
- Installs, diagnoses, repairs, maintains, and upgrades all desktop and laptop client hardware and equipment to ensure optimal workstation performance.
- Installs, replaces, and builds computer operating systems and install software on computers from provided software packages and images throughout the hospital following the standard hospital replacement plan.
- Provides telephone hardware and software support by way of configuring, installing, and replacing telephone hardware.
- Ensures that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
- Performs hardware relocations and change requests as they are submitted authorizing employees.
- Provides initial troubleshooting and diagnosis for applications supported on Mercy’s domain.
- Ensures proper handling of Epic related issues and/or requests.
- Follows Client Services workflows in order to ensure proper handling of IT Help Desk tickets, escalations and reporting of ticket trends.
- Maintains the current asset management system by adding and modifying Information Services assets as they progress through their life-cycle.
- Utilizes provided tools to build and install computer operating systems and to push out software packages.
- Researches hardware or software solutions for our IT environment and provide recommendations as needed based on our organizational needs.
- Provides basic end-user support for personal devices to ensure proper access and connection to Mercy’s network and Citrix applications.
- Follows Mercy's safety guidelines, carries out job-specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.
Knowledge, Skills and Abilities
- Working technical knowledge of current protocols, operating systems, and standards, including Microsoft Windows 10.
- Install, configure, maintain, and upgrade all Windows-based clinical and financial applications and services.
- Effective prioritization and task management skills.
- Analytical and problem-solving abilities, with keen attention to detail.
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment.
- Strong customer-service orientation.
- Excellent technical knowledge of client (desktop and laptop) hardware.
- Hands-on hardware troubleshooting experience.
- Able to read and understand technical manuals, procedural documentation, and OEM guides.
- Ability to conduct research into PC issues and products as required.
- Effective interpersonal skills and relationship-building skills.
- Strong written and oral communication skills.
- Ability to present ideas in user-friendly language.
- Understanding of the organization's goals and objectives.
- Ability to operate tools, components, and peripheral accessories.
Professional Experience
- Required: 1 year of technical software support for clinical or business applications, or equivalent education to be considered in lieu of experience.
- Preferred: Experience with health care organization processes.
Education
- Required: High school diploma or equivalent.
- Preferred: Associates Degree in computer systems or related end-user field.
Licensure, Certification, Registration
- Required: None
- Preferred: Microsoft, Cisco, A+ certifications
Pay Rate Type
Hourly
Mercy is an independent, community-based organization supporting the Cedar Rapids area for over 120 years.
Mercy is an equal-opportunity employer. We value diversity, equity, and inclusion and therefore evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status, and other legally protected characteristics.
