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Senior Support Analyst
IT Services
Full Time
Day Shift
6am - 2:30pm
Lexington Health is a comprehensive network of care that includes six community medical and urgent care centers, nearly 80 physician practices, more than 9,000 health care professionals and Lexington Medical Center, a 607-bed teaching hospital in West Columbia, South Carolina. It was selected by Modern Healthcare as one of the Best Places to Work in Healthcare and was first in the state to achieve Magnet with Distinction status for excellence in nursing care. Consistently ranked as best in the Columbia Metro area by U.S. News & World Report, Lexington Health delivers more than 4,000 babies each year, performs more than 34,000 surgeries annually and is the region's third largest employer.
Lexington Health also includes an accredited Cancer Center of Excellence, the state’s first HeartCARE Center, the largest skilled nursing facility in the Carolinas, and an Alzheimer’s care center. Its postgraduate medical education programs include family medicine and transitional year residencies, as well as an informatics fellowship.
Job Summary
Under the general direction of the Support Services Coordinator, answers help desk calls, responds to help desk calls, sets up new PCs, installs software on the client PC, participates in new users setups on the network, troubleshoots software problems, troubleshoots hardware problems, replaces failed hardware.
Minimum Qualifications
Minimum Education: Associate Degree in Computer Science or related field
Minimum Years of Experience: 2 Years of extensive experience with Windows operating systems
Substitutable Education & Experience: None.
Required Certifications/Licensure: MCSA or MCP;
Any certifications from the following exam or exams: CCNA (Cisco), A+, Network+, iNet+, Both Expert Word and Expert Excel MOUS certifications; CNA (Citrix).
Required Training: Experience with Microsoft Office Suite;
Proficiency in Personal Computers and Network Technologies;
Sound Hardware / Software Troubleshooting Skills;
Sound Telephone skills.
Essential Functions
- Serves as primary for end users on all IT issues.
- Typically resolves user issues via telephone and remote control software.
- Build new PCs, participates in the installation of end user hardware.
- Installs new hardware and software on PCs.
- Provides timely and complete documentation of all support requests in the IS call logging application.
- Escalates tickets as appropriate to other IS support teams.
- Supports all remote users as hospital users.
- Periodically attends continuing education courses (internal regulation/self-improvement) keeping abreast of IS development.
Duties & Responsibilities
- Within 180 days of obtaining formal training, it is required to obtain the certification associated with the course.
- Is required to obtain future certifications at the discretion of IS Management to keep pace with changing technology.
- Maintenance of an optimistic, professional, career oriented demeanor. Exemplifies excellent customer relations toward patients, visitors, physicians, and coworkers. Holds themselves accountable for conformity to Service Excellence Policy and "House Rules."
- Is part of an “On-Call” rotation of employees that are notified of and respond to afterhours support issues via pager.
- Performs all other duties as assigned by authorized personnel or as required in an emergency, e.g., fire or disaster.
- Acts as an escalation point for co-workers on the help desk.
- Helps train new help desk staff.
- Documents solutions, tips, and instructions to share with help desk staff..
We are committed to offering quality, cost-effective benefits choices for our employees and their families:
- Day ONE medical, dental and life insurance benefits
- Health care and dependent care flexible spending accounts (FSAs)
- Employees are eligible for enrollment into the 403(b) match plan day one. LHI matches dollar for dollar up to 6%.
- Employer paid life insurance – equal to 1x salary
- Employee may elect supplemental life insurance with low cost premiums up to 3x salary
- Adoption assistance
- LHI provides its full-time employees employer paid short-term disability and long-term disability coverage after 90 days of eligible employment
- Tuition reimbursement
- Student loan forgiveness
Equal Opportunity Employer
It is the policy of Lexington Health to provide equal opportunity of employment for all individuals, and to remain compliant with applicable state and federal laws and regulations. Lexington Health strives to provide a discrimination-free environment, and to recruit, select, on-board, and employ all employees without regard to race, color, religion, sex, age, disability, national origin, veteran status, or pregnancy, childbirth, or related medical conditions, including but not limited to, lactation. Lexington Health endeavors to upgrade and promote employees from within the hospital where possible and consistent with the employee’s desires and abilities and the hospital’s needs.
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