Job: Operations and Support Analyst

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Job Description

Location: St. Dominic Hospital
Employment Type: Full Time 80
Shift: Day
Other Shift Details:
Job Code: 6637

SDH Operations and Support Analyst

Job Summary
Acts as level 1 support within the Information Technology department, performing remote troubleshooting and onsite resolution of issues on desktops, laptops, thin clients, printers, and business/clinical applications. Assigns and escalates issues as needed. Supports day-to-day operations of all systems. Includes, but not limited to, batch processing, job processing, error log management, database and system backups, rotation of all backup/archive media, AS400 IPL, and hardware/software support. Maintains proactive monitoring of all systems on all platforms to ensure proper operation. Reports to Desktop Support / Operations Supervisor.
Job Requirements
Required SkillsComputer support experience required, with industry certifications preferred. Helpdesk and advanced operations experience preferred. Experience with various information systems required. Requires good judgement and troubleshooting skills. Requires organizational skills. Must be able to work independently to manage routine functions of all systems and network. Must have strong customer relations skills and phone support skills. Requires experience in multiple platforms with some knowledge of various operating systems, such as Windows 7, UNIX, OS400, and databases, such as SQL and ORACLE. Requires physical assessment of issues. Requires handling of equipment. Walking is required to respond to customer calls and make shift rounds.
Organizational Expectations
Provides a positive and professional representation of the organization. Promotes culture of safety for patients and employees through proper identification, reporting, documentation, and prevention. Maintains hospital standards for a clean and quiet patient environment to maintain a positive patient care experience. Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of job role or practice. Adheres to infection-control policies and protocols, medication administration and storage procedures, and controlled substance regulations. Participates in ongoing quality improvement activities. Maintains compliance with organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards. Complies with organizational and regulatory policies for handling confidential patient information. Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contained in the Vision, Mission, and Values of the organization. Adheres to professional standards, hospital policies and procedures, federal, state, and local requirements, and TJC standards and/or standards from other accrediting bodies.
Essential Functions
Performs daily, weekly, and monthly database and system operations, as assigned. Loads units with appropriate input and output tapes. Rotates and manages storage of backup media to insure data integrity. Labels all media according to documented procedure.Runs batch processing jobs as required according to documented schedule.Clears and restarts systems and other operations as needed to resolve issues. Checks accuracy and appropriateness of both input and output data by visual, spot examination. Corrects system/device errors to include restarting controller devices, display devices and printer devices.Uses network monitoring tools to identify problems proactively. Escalates as needed.Performs AS400 IPL procedures as designated.Performs support duties. Provides level 1 support for all systems, and more advanced support on specific systems. Serves as onsite support 24x7x365.Provides basic support for hardware/software of all systems. Recognizes identifies, and resolves problems. Manages availability of printers during night and weekend hours. Responds to customer calls with onsite resolution as appropriate. Requests education as needed.Alerts I.T. management of potential problems identified and possible solutions.Logs all support calls. Resolves as first level. Assigns and escalates as needed.Keeps abreast of technological changes and innovations in all information systems.Demonstrates St. Dominic’s Employee values of positive spirit, high work standard, professionalism, ethical and moral spirit, and spirit of service and community.Demonstrates the St. Dominic customer service “E3” attitude at all times.Maintains and protects strict confidentiality of all employee, patient, or hospital information. Performs other duties as assigned or requested.