Technical Analyst II

Provides advanced desktop support and technical assistance using strong interpersonal and customer service skills for medical providers, faculty, and staff by answering questions and resolving computer hardware/software problems in person, via telephone, or utilizing a remote support tool.Installs, troubleshoot/repair hardware and software per ITS standards and guidelines, including but not limited to standard applications, drivers, terminals, computers, printers, cabling, AV components and related software products.Analyzes and provides hands-on support for moderate to advanced inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas as needed.Analyzes and provides hands-on support for requested clinical software and hardware managed by the Customer Success Team. Determines appropriate technical area or vendor in collaboration with Clinical Engineers to resolve issues.Effectively works with customers, Service Desk and Technical Services personnel.Forms productive relationships with internal customers by listening, clarifying, and responding effectively.Maintains documentation for each incident or request, and escalates complex problems to the next level of support. Logs and tracks incidents/request via Service Now.Performs preventative maintenance.Aids and trains users on school technology.Coordinates front line support of Audio/Visual equipment including video conferencing, video capturing and other technologies. Identifies and documents faults and failures within complex Audio/Visual systems.Mentors junior staff and works to develop the collective team towards more mature processes and technology discipline.Recommends process changes that improve the implementation, maintenance and support of ITS desktop equipment and software.Administers and monitors the performance of assigned discipline technologies, performing required maintenance and upgrades as appropriate.?Successfully troubleshoots advanced applications problems independently.Maintains and protects confidentiality with regard to all aspects of patient care and employee information.Other duties as required to meet organizational goals and objectives.Other related duties as assigned.