Classification: Contract - Onsite

Contract Length: 2+ months

CereCore is a healthcare solutions provider that specializes in offering IT services, workforce management, and operational support to healthcare organizations. They focus on improving the efficiency and effectiveness of healthcare systems through various solutions, including electronic health record (EHR) support, IT staffing, and consulting services.

Position Summary

The Technical Analyst II (TAII) implements and supports facility and division desktop equipment and is the key technical resource responding to end user desktop incidents and requests reported to the Service Desk. 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 Division and facility IT personnel is provided, as warranted, and participation in 24x7 on-call support is provided based on division IT staff rotation.

The Technical Analyst II adheres to and supports HCA IT policies and procedures, and recommends process changes that improve the implementation, maintenance and support of ITG 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.

Responsibilities

• Effectively works with customers, Service Desk and Technical Services personnel
• Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance
• Mentors, trains and supports entry-level technical analysts
• Installs and repairs facility and division ITG equipment and software per HCA and ITG 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 division or facility computer systems, and provides a superior customer support experience for division and facility users
• Analyzes and provides hands-on support for moderate to 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
• Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures
• Aids and trains users on division and facility technology
• Performs preventative maintenance Performs facility-based moves, adds, and changes (MACs), as needed
• Recommends process changes that improve the implementation, maintenance and support of ITG desktop equipment and software
• Provides product / application Expertise (SME) for one or more systems.
• Works as project lead, independently managing local projects.
• Provides 24x7 on-call support based on division IT staff rotation
• Maintains and protects confidentiality regarding all aspects of patient care and employee information
• Adheres to Code of Conduct and Mission & Value Statement
• Other duties as assigned.