Job Abstract

Summa Health System is recognized as one of the region’s top employers by a number of third party organizations, including NorthCoast 99. Exceptional candidates gravitate to Summa because of its culture, passion for delivering excellent service to our patients and families commitment to our philosophy of servant leadership, collegial working relationships at every level of the organization and competitive pay and benefits.

Summary:
As a member of the Computer Support Helpdesk Team, the Customer Support Helpdesk Analyst is the first responder to IT related problems / inquiries reported by computer end users for systems used throughout the organization. Acts as the Customer facing ambassador of IT&S, working with the customer to accurately and concisely document issues and resolutions. Performs initial troubleshooting and remediation activities and escalates to second tier support for more complex problems. Logs, tracks, monitors, and escalates issue tickets in the IT Service Management platform. Coordinates resources needed to resolve issues. Contributes to knowledgebase.

Minimum Qualifications:

1. Formal Education Required:
a. Associate’s degree in computer science or related field or equivalent combination of education and/or experience.
b. Certificates in computer/networking field preferred.

2. Experience & Training Required:
a. Two (2) years of experience working in a large IT network environment (over 2,000 users) or equivalent education.

3. Other Skills, Competencies and Qualifications:
a. Proficient in working with Windows operating system
b. Proficient in working with end user computer equipment
c. Two (2) years’ experience working with computer Helpdesk call tracking systems
d. Good working knowledge of iOS devices.
e. Good working knowledge in Microsoft Office Suite of products and web browsing applications.
f. ITIL Foundation training would be preferred.
g. Working knowledge of a virtualized environment.
h. Analytical skills to evaluate hardware and software problems. Able to formulate and carry out plans to resolve problems.
i. Ability to monitor personal work assignments and complete them within set timelines. Engages additional support from technical staff or management to accomplish objectives effectively.
j. Ability to establish and maintain harmonious working relationships with those contacted in the course of work.
k. Ability to cite hardware, software, security, and Internet policy to end users and refer them to appropriate resources with questions.
l. Works independently within the boundaries of their work queue assignments and timelines.
m. Ability to work well within a team environment.
n. Assumes accountability for demonstrating behaviors consistent with customer service policy.
o. Ability to effectively interact with populations of patients/customers with an understanding of their needs for self-respect and dignity

4. Level of Physical Demands:
a. Medium: Exerts 20-50 pounds of force occasionally and/or 10-25 pounds of force frequently, and/or a negligible amount of force continuously to move objects.

The salary range on this job posting/advertising is base salary exclusive of any bonuses or differentials. Many factors, such as years of relevant experience and geographical location are considered when determining the starting rate of pay. We believe in the importance of pay equity and consider internal equity of our current team members when determining offers. Please keep in mind that the range that is listed is the full base salary range. Hiring at the maximum of the range would not be typical.