Tech Analyst II

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 intermediate 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 basic to moderate, 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 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 for end users.

• 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 regarding all aspects of patient care and employee information

• Adheres to Code of Conduct and Mission & Value Statement

• Develops Knowledge Based Articles

General Responsibilities

• Performs other duties as assigned.

Minimum Qualifications

Education Requirements: Graduate of a Technical/Trade School or Associate's Degree required.

Experience Requirements: 3-5 years of experience required.

License/Certification/Registration Requirements

• Comp TIA A+ Certification required within 12 months of hire

• HDI Desktop Advanced Support Technician (HDI-DAST) required within 12 months

• Valid driver's license required

Knowledge/Skills/Abilities Required:

• 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 a personal vehicle to assigned sites to complete work