IS Client Services Analyst

IS Client Services Analyst

Description

Become part of Arizona Community Physicians (ACP), Arizona’s largest and most successful physician-owned medical group.  ACP is a patient-centered organization consisting of approximately 800 employees. Our group includes 166 providers in the specialties of family medicine, internal medicine, geriatrics, pediatrics, endocrinology, rheumatology, dermatology, and gynecology. We are located in 50+ locations of varying sizes in Tucson, Oro Valley, and Green Valley. Our dynamic group offers many opportunities for professional growth and personal satisfaction.

Our IS Department is currently seeking a full-time qualified candidate to join our collaborative team in delivering excellence in systems management and user support.  Our IS Department is comprised of a skilled team of application, systems support and management professionals.  This position is in our Executive Central Business Office where employees enjoy a casual and professional work environment with an opportunity for a hybrid work status. While remote candidates will be considered, preference will be given to local candidates. (Residents of California, Oregon, Washington, and New York are not eligible for remote employment).

Job Summary

Serves as a source of technical assistance and support to the user community for data, voice, video, hardware, and software. Responds, coordinates, diagnoses, and troubleshoots calls for break/fix, software installs, moving/relocating, and equipment swaps in a timely manner. Escalates problem on behalf of the customer to the appropriate technical staff for resolution when needed. Electronically documents activities. Supports and maintains effective relationships with users.

Responsibilities
Provides and documents day-to-day technical support to employees for network infrastructure and internal desktop systems including software, hardware, data, voice, and related peripherals.

• Install, configure, and troubleshoot desktop systems, workstations, peripherals, voice/mobile devices, and network issues in a heterogeneous environment.
• Consults with higher-level analysts to resolve technical problems and ensure customer satisfaction.
• Exhibit excellence in customer service through appropriate attitude and timely interaction with all physicians, patients and staff.
• Adhere to organizational and department-specific safety, confidentiality, values, policies and standards.
• Maintain passwords, data integrity and file system security for the IT environment.
• Maintain / track movement and status of IT assets.
• Coordinate and communicate with external customers/vendors.
• Participate in assigned IT projects and/or lead small scale projects.
• Participate in technical training to upgrade skills to maintain changing technology / business requirements.
• Perform related duties as assigned.
• Participate in rotating on-call schedule with team members.

Requirements and skills
The requirements listed below are representative of the knowledge, skills, and/or abilities required:

• This position requires the physical ability to do work requiring kneeling, crawling, bending, and reaching overhead, the physical strength to lift 50 pounds, move and carry computer related equipment such as computers, monitors, printers, and audio/visual equipment, as well as the ability to perform all duties related to the installation of computer related equipment.
• Knowledge of Windows operating system, client/server environments within a corporate network structure, fundamental networking concepts, and troubleshooting methodologies.
• Proficient in using Microsoft Office Suite.
• Knowledge of voice/mobile communication devices.
• Ability to work as a team player in a fast-paced environment while organizing workload and progressing multiple tasks and customer requests simultaneously.
• Ability to explain and communicate complex technical processes and terminology to a non-technical audience.
• Identify and make process improvements and suggestions.
• Ability to troubleshoot customers’ problems by phone or in person.
• Proven experience as a driver with a valid driver’s license and a clean driving record.
• Have own reliable transportation.
• Minimum visual acuity of 20/50 (or corrected to 20/50).
• Availability to occasionally take weekend and night shifts.

Education and Experience Requirements

• Associate degree in computer science or related field, or equivalent experience.
• 2 years of experience supporting desktop users in a networked environment.
• Experience working with Linux is a plus.
• Experience administrating Microsoft SharePoint is a plus.
• Experience with Web administration (IIS, Apache, PHP, JavaScript) is a plus.
• Experience with ServiceNow or similar ticketing system is a plus.