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    Support Analyst - Los Angeles, United States - Lexington Medical Center

    Lexington Medical Center
    Lexington Medical Center Los Angeles, United States

    3 weeks ago

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    Description

    Job Summary

    Answers help desk calls, responds to support requests received via web-based ticketing system, email, and walk ups. Sets up new PCs, installs PC software, participates in new users setups on the network, troubleshoots software/hardware problems, escalates tickets to IS support teams as appropriate. Documents all support requests in call logging application. Keeps customers aware of status and delays on their issues.

    Minimum Qualifications

    Minimum Education: High School Diploma or Equivalent
    Minimum Years of Experience: 4 Years professional experience in a related field
    Substitutable Education & Experience: Experience can be substituted for one of the following:

    An Associate's Degree in Computer Science or related field with 2 years of professional experience or six months of experience with Lexington Medical IT Services;

    Bachelor's Degree in Computer Science or related field.

    Required Certifications/Licensure: A+ Certification or able to become certified within first 90 days of employment

    Required Training: Experience with Microsoft Office Suite Proficiency with Personal Computers and Network Technologies;

    Demonstrated Hardware/Software Troubleshooting Skills.

    Essential Functions

  • Serves as primary for end users on all IT issues.
  • Typically resolves user issues via telephone and remote control software.
  • Build new PCs, participates in the installation of end user hardware.
  • Installs new hardware and software on PCs.
  • Provides timely and complete documentation of all support requests in the IS call logging application.
  • Escalates tickets as appropriate to other IS support teams.
  • Supports all remote users as hospital users.

    • Duties & Responsibilities

  • Periodically attends continuing education courses (internal regulation/self-improvement) keeping abreast of IS development.
  • Within 180 days of obtaining formal training, it is required to obtain the certification associated with the course.
  • Is required to obtain future certifications at the discretion of IS Management to keep pace with changing technology.
  • Maintenance of an optimistic, professional, career oriented demeanor. Exemplifies excellent customer relations toward patients, visitors, physicians, and coworkers. Holds themselves accountable for conformity to Service Excellence Policy and "House Rules."
  • Is part of an "On-Call" rotation of employees that are notified of and respond to afterhours support issues via pager.
  • Performs related and such other duties as may be assigned by authorized personnel or as required in an emergency, e.g., fire or disaster.
  • Performs all other duties as assigned.

    • We are committed to offering quality, cost-effective benefits choices for our employees and their families:

  • Day ONE medical, dental and life insurance benefits
  • Health care and dependent care flexible spending accounts (FSAs)
  • Employees are eligible for enrollment into the 403(b) match plan day one. LHI matches dollar for dollar up to 6%.
  • Employer paid life insurance – equal to 1x salary
  • Employee may elect supplemental life insurance with low cost premiums up to 3x salary
  • Adoption assistance
  • LHI provides its full-time employees employer paid short-term disability and long-term disability coverage after 90 days of eligible employment
  • Tuition reimbursement
  • Student loan forgiveness
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