Tech Analyst II

Position Title:

Department:

Job Description:

General Description:

The Technical Analyst II implements and supports facility desktop equipment, and is the key technical resource responding to end user desktop incidents and requests reported in Service Now. Technical Analyst II will also be responsible for mentoring, supporting and training entry-level Technical Analysts. Problems beyond the scope of their ability or responsibility are communicated in a timely manner to senior-level support personnel. Support to other facility IT personnel is provided, as warranted, and participation in 24x7 on-call support is provided based on IT staff rotation.  The Technical Analyst II recommends, adheres to and supports OU Health IT policies and procedures, and recommends process changes that improve the implementation, maintenance and support of IT desktop equipment and software.  Based on proficiency with PC-based equipment and cabling, the Technical Analyst II can provide expanded on-site support to technical resources, if needed.

Essential Responsibilities:

Responsibilities listed in this section are core to the position.  Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position. 

• Installs and repairs facility IT equipment and software per OU Health IT standards and guidelines, including but not limited to terminals, personal computers, printers, cabling, and related software products.
• Responds to and resolves inquiries and requests for assistance with facility computer systems, and provides a superior customer support experience for facility users.
• Analyzes and provides hands-on support for Tier 1 and Tier 2 requests, including simple, moderate, and complex inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed.
• Logs and tracks problems; reviews problem tracking databases
• Performs facility-based moves, adds, and changes (MACs), as needed
• Maintains documentation for each incident or request, assists entry-level Technical Analysts in resolving of incidents and requests, and escalates the most complex problems to the next level of support per documented procedures
• Provides 24x7 on-call support based on IT staff rotation, and carries a pager as warranted
• Aids and trains users on facility technology.  Assists in preparing training materials.
• Performs preventative maintenance
• Recommends process changes that improve the implementation, maintenance and support of IT desktop equipment and software
• Effectively works with customers, Service Desk and Technical Services personnel
• Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance
• Adheres to and supports OU Health IT standards, policies and procedures
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information

General Responsibilities:

• Performs other duties as assigned

Minimum Qualifications:

Education: None required.  Bachelor’s degree in information systems or healthcare related field is preferred

Experience:  2 or more years of IT support experience required

OR equivalent combination of education and experience.

License(s)/Certification(s)/Registration(s) Required:  None required. Basic certification in A+ and Microsoft Products is preferred;

Knowledge, Skills and Abilities:

• Manages and prioritizes workload
• Demonstrates ability to multi-task; Possesses strong analytical skills
• Demonstrates a customer orientation; strength in analytical, math, and reasoning skills
• Effectively communicates verbally and in writing
• Possesses proficiency in MS Office applications and ability to troubleshoot and resolve user issues.
• Proficiency with PC-based equipment and cabling
• Must be able to drive to assigned sites to complete work

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OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.