IT Analyst (68485)

GENERAL SUMMARY OF DUTIES: The IT Analyst will be a member of the IT Team focused on providing a high degree of customer service to physicians and staff at United Digestive MSO, Parent LLC (UD), specifically as it relates to the technical support of the software and hardware used by the practice.

REPORTS TO: Service Desk Manager

Responsibilities

• Responsible for maintaining computers, IP phone equipment, servers, and network equipment.
• Responsible for working the Tier 1 support/help desk daily.
• Assists with small- to medium-sized IT projects.
• Follows and enforces UD IT Policies and Procedures.
• Answers incoming calls in a timely and efficient manner; addresses technical support questions appropriately and courteously.
• Answers emails and voicemails and returns calls in a timely and professional manner.
• Prepare and deploy equipment for sites and users in a safe and timely manner.
• Meets or exceeds quality and productivity standards as set by the Director of IT.
• Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information.
• Participates in staff meetings as directed by Director of IT.
• On site support for practice locations
• Performs any other duties and/or special tasks as assigned

Required Education, Skills, And Experience

High school diploma or GED required; two years IT experience or Bachelor’s degree in related field preferred. ITIL 4 Foundations Certification required or obtained within 60 days of employment. Familiar with Windows Operating Systems (Windows 10, 11 Professional and Enterprise, Server 2012/2019). Familiar with TCP/IP, SQL, Citrix/Terminal Services, Active Directory, Microsoft Exchange O365, Cisco Meraki Switches. Experience with Cisco Unified Communications, SharePoint, VMWare ESX preferred. Experience in IT related to healthcare, including HIPAA regulations, MSO 365, cloud services, and HL7/API interfaces preferred. eClinicalWorks, ProVation MD/APEX experience is a plus.

Additional Required Skills And Experience

IT Analyst must be able to:

• Display a professional outgoing warm and helpful attitude
• Provide a high level of customer service
• Detail oriented and possess strong time management skills to multi-task prioritizing end user and job needs
• Work under pressure; assess, respond to, and communicate issues in a timely manner
• Communicate clearly with patients and coworkers through telephone, email, and in-person
• Plan, prioritize, and complete multiple tasks as delegated by IT Leadership

PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS: Position requires sitting and standing associated with a normal office environment; some light lifting required; travel to remote UD offices required as business needs dictate, including out of state travel. Work outside of normal operating hours, such as early mornings, late evenings, and weekends will be required. Requires on-call hours to ensure maximum uptime of managed systems.

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