Conemaugh Nason Medical Center is seeking a Technical Support Analyst I for our hospital IT operations. The Technical Support Analyst I is responsible for the delivery and support of computing and desktop services to end-users, including telephone-based problem diagnosis and resolution, using remote diagnostic tools, dispatching assisting another analyst or traveling to end-user site(s) for troubleshooting and resolution, and performing installations, moves, and modifications at the end-user location. Provides break/fix troubleshooting for hardware/printers/software. Works on special projects as needed under the direction of the MIS Director of Technology.

Conemaugh Nason Medical Center is a 45-bed hospital that serves rural and suburban populations in Roaring Spring, Altoona, and parts of Blair, Bedford, and Huntingdon counties. Caring for the community since 1900, Conemaugh Nason Medical Center prides itself on providing safe, high quality, compassionate care. With a state-of-the art cardiac catheterization lab, Conemaugh Nason offers a range of inpatient and outpatient cardiac services close to home when every minute matters. The hospital provides 24/7 emergency care as an accredited chest pain center, and offers comprehensive outpatient, imaging, diagnostic, and specialty services. As a LifePoint Health National Quality Leader, Conemaugh Nason is leading the way among peers by delivering the highest quality of care for patients.

Conemaugh Nason is also a member of the Conemaugh Health System, a Duke LifePoint Healthcare system. Conemaugh Health System serves more than a half-million patients each year through the Nason Physician Group, Conemaugh Physician Group and Medical Staff, a network of four hospitals, specialty clinics and patient-focused programs.

Essential Functions:

Answering the Help Desk telephone lines

Responsible for providing the end-user with information related to Conemaugh Health System’s standardized hardware and software products and end-user policies and procedures.

PC/Printer break fix and hardware/software support.

Responsible for the installation and maintenance of workstations, printers, and personal computers.

Responsible for troubleshooting at the end-user location, and remote locations, as necessary.

Responsible for dispatching / escalating to another analyst, as necessary.

Responsible for utilizing third-party technical support centers, as necessary.

Responsible for the upkeep of the asset inventory as applicable.

Responsible for complete documentation of any tasks/projects.

Responsible for installation, configuration, and ongoing maintenance (including preventative) of PC workstations, printers, and other peripherals.

Performs basic network connectivity and troubleshooting as needed.

Proficient with Antivirus/ Malware removal tools, etc.

Responsible for setup, support, coordination, of A/V and Video Conferencing sessions.

Responsible for the basic support of desktop operating systems Windows 10, IOS/Android Mobile o.s. and required applications.

Responsible for the basic support problem resolution of desktop computing applications, such as Microsoft Office, Microsoft Exchange, and Clinical/Business applications, Antivirus, Citrix etc.

Responsible for participation in the Tech support on-call rotation.

Organizational Expectations:

Contributes to achievement of our Mission and Vision of the organization

Adapting to Change-Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives

Continuous Improvement-Acts to constantly improve the level of clinical and non-clinical outcomes and level of customer satisfaction in both individual and teamwork processes.

Customer Focus-Demonstrates concern for meeting or exceeding internal and external customers expectations/requirements in a manner that provides satisfaction for the customer

Teamwork-Accomplishes tasks through working effectively with others and appreciating the value and commitment of every member

Job Requirements:

Education

Required: Associate’s Degree in Computer Information Technology Program or related field.

Preferred: Bachelor’s Degree in Computer Information Technology Program or related field.

Work Experience

Required: A minimum of two (2) years in a computing technical support environment – telephone and on-site support, experience with, Windows 10, Windows Active Directory, Microsoft Office and, Antivirus software Scan, Desktop Imaging Products.

Preferred: Experience with Software Deployment tools, A+ Certification, Mobile o.s. IOS Android Helpdesk tracking tools.

Required Skills

Excellent written and oral communications skills, ability to work in a team environment and good organizational skills, customer service orientation and skills, and good troubleshooting skills.

Licenses

Required: Must have valid PA drivers license

Preferred: A+, MCDST

Competitive wage and benefits package, 401K, PTO, onsite occupational health and pharmacy.