Avispa Technology Hiring for Business Technical Support Analyst (H) Job at San Francisco, CA Full Time

Business Technical Support Analyst 15987369 (H)

A leading medical institution is seeking a Business Technical Support Analyst. The successful candidate will provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers. The ideal candidate has demonstrated expert proficiency in supporting MS Windows XP, Windows 7, Windows 10, Macintosh OS X, and MS Office.

Business Technical Support Analyst Pay and Benefits:

• Hourly pay: $30/hr
• Worksite: Leading medical institution (San Francisco, CA 94158, Must work at other Medical Center locations)
• W2 Employment, Group Medical, Dental, Vision, Life, PSL
• 40 hours/week, 4 Month Assignment

Business Technical Support Analyst Responsibilities:

• Provide onsite technical support, including triage, analysis, diagnosis, and resolution of issues related to desktop and laptop systems, handheld devices, printers, peripherals, network connectivity, desktop software applications and utilities, storage architecture, and IT security. Support will include staffing the IT Health Desk, a walk up IT support center. Staff rotation to Service Desk or other sites as required.
• Gather technical information and prepare IT technical Notifications; ability to translate and manage technical Notifications to customer-facing Notifications.
• Provide thorough analysis and develop/recommend cost-effective solutions to variously complex technology problems based on the incumbent’s extensive knowledge of campus/medical center standards and Department’s requirements/needs.
• Provide front-line support for a variety of clinical/business applications, provision and administer user accounts and reset passwords in Active Directory,
• Use network diagnostic tools to support network infrastructure. Add/Move/Change Telecom Communication Devices (e.g. Siemens/Cisco phones). Support and update of Amcom Pager System Database.
• Perform Proactive Rounding, as assigned. Serve as internal escalation/contact for resolution of complex issues and VIP support.
• Participate in continuous process improvement & innovation. Complete other duties, as assigned.
• Manage small technology projects, such as technology rollouts to customer base or as a subset of larger projects. Support new project development, including systems analysis, planning and preparation, testing and implementation and client coordination as needed.
• Deliver IT training to customers, on-site and remote, one-on-one training for standard desktop applications (MS Office, email clients, web browsers) and Desktop OS features.
• Maintain hardware inventory data and software licensing information to ensure accuracy. . Conduct periodic audits. Implement encryption on all required computers and notification of devices out of compliance.
• Assure licensing compliance by recording software purchasing information, installations, and user assignments.
• Create accurate Knowledge Base articles allowing for continuous improvement of the Enterprise Desktop Support & Service Desk programs.

Business Technical Support Analyst Qualifications:

• 2+ years of experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment and/or equivalent experience/training.
• Bachelor’s degree in Computer Science, Information Systems, or a similar degree. In lieu of degree, mina imum of one year additional relevant experience.
• Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. Ability to develop and deliver advanced desk-side training, basic desk-side training, basic group training.
• Demonstrated expert proficiency supporting MS Windows XP, Windows 7, Windows 10, Macintosh OS X, and MS Office.
• Proficiency with troubleshooting MS Word, Excel, and Outlook.
• Ability to act as a Desktop Hardware & Software consultant helping customers purchase the appropriate Hardware & Software for their needs.
• Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments.
• Demonstrated skill in configuring, troubleshooting, and supporting escalated end user client systems including desktop, laptop and mobile computing devices – Windows, Macintosh, Android, and iOS.
• Broad knowledge of enterprise system functions, dependencies, and interactions and the ability to use this information to troubleshoot. Ability to follow Desktop Support processes in an enterprise environment such as Customer Onboarding, Desktop engineering tools and services, Financial management Policies and Service, Security processes & tools, and Customer Outreach & Tools.
• Good interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.
• High degree of collaboration skills and the ability to work well in small teams and cross-functionally. Knowledge of Collaboration Tools & Services.
• Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.
• Advanced skill at creating technical documentation for complex processes and applications.
• General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.
• Problem-solving skills.
• Working knowledge of the unit’s business processes. Working knowledge of organization computer requirements, recommendations, and policies including security standards.
• Effective skills in technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service skills.
• Demonstrated judgment to delegate/escalate issues appropriately.
• A high degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills. Ability to Maintain task scheduling and prioritization, to meet the deadlines of staff and customers.
• Understanding of IT Service Management, incident and request management with-in an Enterprise environment
• Demonstrated expert proficiency supporting MS Windows XP, Windows 7, Windows 10, Macintosh OS X, and MS Office.
• Ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.

• Knowledge of important Federal, State information security policies and procedures. Knowledge of policies sufficient to recognize violations or potential security problems before they happen, and act as information security liaison for supported groups.

• Relevant technical certification (Microsoft, Apple, A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI, etc.).
• A valid California state driver’s license is preferred, since auto travel to other sites may be required.

Shift:

• Ability and flexibility to support a 7×24 clinical environment with potential on-call responsibilities.