End User Support Analyst - Fairfax, United States - OrthoVirginia

OrthoVirginia Fairfax, United States

2 weeks ago

Description

Exempt/Non-Exempt

OrthoVirginia, Virginia's largest provider of expert orthopedic and therapy care, is currently seeking a full-time, experienced End User Support Analyst to join our team Along with a collaborative, team-oriented work environment, our outstanding employment package includes: competitive salaries, excellent medical, dental, and vision benefits, paid time off (PTO), a generous 401k incentive plan, short-term and long-term disability insurance, life insurance, and a company-wide wellness program.

Position Summary

IT Support Analyst will provide frontline primary level I technical support to end users within OrthoVirginia. This individual will be focused on various technical issues and problems related to hardware, software and peripherals. The IT Support Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations or when appropriate escalate to the appropriate IT staff. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment both remotely and onsite as needed. The IT Support Analyst position may require working independent, sharing information and working as a team to complete the tasks assigned. This individual may also be involved in larger (state) projects and tasks either individually or as part of a larger team.

Primary Functions Accountabilities

Tier I:

Answer Helpdesk calls and document issue and resolution in ServiceNow Incident ticketing system
Monitor and respond quickly and effectively to requests received through the IT Helpdesk
Install, test and configure new workstations, peripheral equipment, and software
Provide exceptional customer service in person, by phone or through email as appropriate while engaging with end users or providers
Resolve help desk issues including troubleshooting hardware and software issues onsite or remotely
Provide support to end users working remotely and mobile devices
Able to escalate issues that are not easily resolved
Assist other team members as needed
All other duties as assigned

Knowledge, Skills Abilities

Excellent patient-focused customer service
Deep understanding of ambulatory clinical workflow and/or medical field operations
Excellent Troubleshooting and Communications Skills
Understanding of Healthcare technologies in general
Knowledge of Windows Operating Systems 7/2010, Microsoft Office 365, Citrix, Printing, and Scanning

Position Requirements

Associates Degree or higher in Computer Science and/or equivalent work of college experience preferred.
2 years' experience in healthcare IT preferred

OrthoVirginia, Inc. is an Equal Opportunity Employer.

#STATEOV

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