Job Location: Elmira, NY
MAIN FUNCTION:
The Field Service ITSM Analyst has responsibilities between a field service technician and an ITSM analyst. This role is responsible for managing the ITSM ticketing platform within the service delivery team, reporting, measuring and process implementation to maintain stability and functionality on the platform. time this role is also responsible for providing technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through a step-by-step solution, either in a call center environment, remotely, or onsite. this position will directly report to the Service Delivery Manager.
DUTIES AND RESPONSIBILITIES:
** 1. Identifies, diagnoses, and resolves problems for users of endpoints, including support for software, hardware, network connectivity, internet/intranet access, local and network printers and communicating solutions. Field Service Technicians are expected to follow established Arnot Health guidelines for maintenance and support.
** 2. Provides one on one problem resolution, including follow up with the end users to ensure that they are satisfied, and the problem is fixed.
** 3. Configures, tags, and delivers end user PC, software, and peripherals; including hardware and applications approved for use by the end user.
4. Assists with end user requests for application software access by communicating requests to the Service Desk and ITS management.
5. Provides installation and support of the LAN and remote communications between the endpoints and Arnot Health systems.
** 6. Maintains accurate records of all support calls using assigned tracking software, including
documentation of work done, repairs completed and when each service call was opened and
completed.
** 7. Follows up on all assigned work until it is completed, communicating with the manager when additional help is needed to resolve any problem in a reasonable amount of time.
8. Escalates problems in a timely manner to appropriate personnel when required.
9. Installs and maintains required software on all endpoints throughout the network.
10. Prepares and maintains administrative installation and configuration documentation for supported applications and hardware.
11. Collaborates with internal and external (vendor) resources when needed.
** 12. Coordinates equipment moves involving endpoints and network users.
** 13. Interacts with all associates, staff, and physicians in a courteous, respectful, and friendly
manner.
14. Establishes ITSM best practice and processes.
15. Interfaces with ITS department to identify service categories and automation/workflow improvements.
16. Manages, reports, and provides continual service and process improvements for incidents, requests, problems, and changes within ITSM platform
17. Communicates and trains department of any updates, developments, and upcoming application additions.
18. Provides ITS team members with most efficient and effective ways of utilizing the ITSM platform.
19. Documents changes, workflows and word within ITSM toolset.
20. Attends all annual mandatory educational programs as required by position.
21. Abides by the Arnot Health Service Excellence Standards of Behavior for Employees. Employee understands and demonstrates the importance of satisfying the needs of the customer/patient by interacting with him/her in a friendly and caring way, being attentive to the customer’s needs, both psychologically and physically, and by taking the initiative to maintain communication with the customer to provide a secure and pleasant experience with Arnot Health.
22. It is understood that this job description lists typical duties for the classification and is not
considered inclusive of all duties, which may be assigned.
EDUCATION:
Associates degree or equivalent experience required.
EXPERIENCE:
One to three years relevant operational and/or process experience. Three to five years of experience in a highly technical network environment utilizing TCP/IP network protocols, PC hardware specifications, set-up and configuration, software installation, memory management, and network security, windows operating systems. Familiar with administrative back-office applications including Microsoft O365. ITSM application build/support experience preferred.
CARDIOPULMONARY RESUSCITATION (CPR) REQUIREMENTS:
No CPR required.
PHYSICAL DEMANDS:
Finger dexterity, motor coordination, hand-to-eye coordination, color distinction, visual acuity, talking, sitting, handling, lifting, pushing, hearing, balancing, repetitive motions, stooping, bending, carrying, kneeling, clerical perception.
SPECIAL KNOWLEDGE, SKILLS AND ABILITIES DESIRED:
Analytical skills necessary to demonstrate a high level of problem identification, solving, and conflict resolution regarding each working environment. Express technical concepts in lay terminology and perform liaison responsibilities with user departments. The ability to communicate effectively, verbally and in writing, with all levels of Arnot Health personnel on a one- on-one and group basis, using appropriate vocabulary, and grammar. The use of independent judgment and discretion. The ability to protect the confidential nature of information within the MIS department including Protected Health Information (HIPAA) and sensitive technical information.Analytical ability to participate in the development of policies and procedures. Develop, test, and debug hardware and software configurations in a variety of settings. Determine user needs from process descriptions. Ability to lift 50 lbs. in order to move equipment, tables, cases of paper, etc. Access to reliable personal transportation to perform support services at various Arnot Health locations as needed.
EXPOSURE CATEGORY:
Category III. Tasks that involve no contact with blood, bodily fluids or tissues, and Category I tasks are not part of the job.
** A.D.A Essential Functions
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