The End User Support Analyst serves as a liaison between Information Technology Management and assigned organizational departments on matters related to technology, support, deployment, and planning. This position provides analysis and problem-solving, technical assistance and support coordination to staff for computer hardware, software, networking, and applications systems. The End User Support Analyst interacts with, and coordinates work assignments between, IT teams and Geisinger staff. The End User Support Analyst makes decisions based on independent judgment to resolve a range of complex technical problems. The incumbent provides technical support to customers in a professional manner and maintains goodwill, cooperation, and productive relationships throughout the Geisinger Health system.The End User Support Analyst will perform duties to support the goals and objectives of Geisinger in its efforts to provide the best possible patient care and satisfaction.
Provides professional customer-facing and remote solutions for all technical needs in a designated area of support within the Geisinger Health system. Will serve as backup to other analysts in a collaborative team-based environment and be part of an after-hours on-call rotation.
Installs and configures computers, laptops, tablets, handhelds, and other common technology/devices for new and existing Geisinger Health System employees.
Supports Geisinger Health System with regular maintenance, monitoring, backup, and documentation for all End User Computing supported devices.
Operates as a liaison with other IT teams to identify solutions and to help resolve technical needs of the supported departments. Areas can include network administration, systems administration, high-performance computing, information security, etc.
Effectively documents steps taken to reach a resolution in the problem management system for other team members to search and learn from these examples.
Rounds to better understand the needs of the users in the analyst's area of support and provide for an excellent user experience.
Provides after-hours or weekend support when necessary to perform high-risk or planned downtime of Geisinger Health System IT systems for upgrades and maintenance.
Identifies processes and procedures that can be improved upon for greater efficiency within EUC.
May lead meetings for small projects or initiatives.
Demonstrates the ability to mentor and train newer members of the team.
Writes instructional documentation and communicates highly technical ideas in terms that non-technical staff can understand.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
If a suitably experienced candidate cannot be found, applicants who meet the basic qualifications, but possess fewer years of experience (2-4) will be considered for hire at a lower level. Salary would commensurate with experience.
*Relevant experience may be a combination of related work experience and degree obtained (Associate's Degree = 2 years; Bachelor's Degree = 4 years).
Technical degree preferred
High School Diploma or Equivalent (GED)- (Required)
Minimum of 6 years-Relevant experience* (Required)
Certification(s) and License(s)
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.
We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh FoodFarmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencingprograms, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 1...3 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers. What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.