Summary

The Technical Support Analyst provides support to customers for computer, application, system, device, access and hardware issues. Identifies, researches and resolves technical problems of moderate complexity.

Provide excellent and timely technical support and troubleshooting for systems. May coordinate with other teams or departments to resolve customer incidents and fulfill user requests.

Maintains department-wide communication to ensure prompt incident resolution, repair and replacement of hardware, software and system functions.

Performs other duties as assigned.

High School/GED is acceptable with 3 years of experience in an Application Support role or A+ Certification.

Responsibilities

Values and Guiding Principles

The Values are trust, respect, and dignity, and reflect our responsibility to achieve excellence for our communities. The Guiding Principles

(behaviors) supporting the Journey to Extraordinary are: we are present and curious; we acknowledge and engage; we listen, we understand, we confirm and then we act; we

find solutions; we honor humanity; and we celebrate and appreciate others.

The Team Member Acknowledges and Engages

The Team Member takes the time to create a “moment” with every customer, every day. The Team Member builds trust through active listening skills.

Even if it’s just a gentle smile and a simple “Hello,” “Thank you” or “How can I help you find your location?” the Team Member makes eye contact and treats every person as

we want to be treated.

The Team Member is Present and Curious

The Team Member understands the individual needs of the customer in front of him or her. The Team Member maintains self-control and preserves the dignity of others

through all interactions.

We ask questions and pay close attention to both verbal and non-verbal responses to fully understand how to best meet and exceed our customers’ expectations and make

their time with us as comfortable as possible.

The Team Member Finds Solutions

The Team Member recognizes that “No” is the easy way out. The Team Member finds the “Yes” that our customers need. We know every need is a little different and each

need can be fulfilled in different ways. The Team Member takes the responsibility to find answers. This Team Member is a creative solution finder. If from time to time

something goes wrong, he/she is empowered to own it and fix it. The Team Member identifies and integrates relevant data to drive operational excellence.

The Team Member Listens, Understands, Confirms and Then Acts

The Team Member knows that understanding the customer’s need is as important as delivering a solution. The Team Member acts with the concern, care and dignity everyone

deserves.

We over-communicate to ensure information and expectations are clear and follow through on our commitments.

The Team Member Celebrates and Appreciates Others

The Team Member recognizes and respects the talents of all 30,000 Team Members and physicians and shares those talents with our customers. The Team Member

takes time to reflect and celebrate our collective successes.

The Team Member is also vulnerable enough to learn from their shortcomings. Victories are sweeter and defeats softer because the Team Member shares their experiences.

The Team Member Honors Humanity

The Team Member is acutely aware that anxiety and concern are natural responses to the services we provide. The Team Member takes steps to reduce these fears by

communicating and setting expectations.

The Team Member owns and delivers on those expectations.

Other Information

Required - 3 years - Related experience in lieu of Bachelors;