Support Services Tech Analyst, Variable Shift, FT, Days, - Remote

Prisma Health
United States, South Carolina, Greenville
300 East McBee Avenue (Show on map)
Mar 03, 2025
Inspire health. Serve with compassion. Be the difference. Job Summary Responsible for the investigation, resolution and escalation of simple to moderate complex software, hardware, and infrastructure issues. Focused on identified goals, SLA's and KPI's, documenting all steps within the ITSM software. Assists in the orientation and training process, working with individuals and teams on skillsets, procedure and customer service. Makes recommendations on needed departmental, process or procedural changes and improvements. Essential Functions All team members are expected to be knowledgeable and compliant with Prisma Health's values: Inspire health. Serve with compassion. Be the difference. Intakes chats, calls and self-service issues and requests for further analysis, troubleshooting and resolution. Documents all required customer fields, system fields and notations within the ITSM software. Escalates problems, trends and issues not resolved at first call via the ITS Escalation and Communication plan. Through the use of E-mail, Teams, departmental meetings, training, knowledge base and the ITSM templates, stays current on all changes in process and procedure ensuring first call resolution. Exhibits a personal touch and empathetic tone and style when communicating with customers and peers. Recommends modifications to procedures, knowledge and knowledge documentation. Performs other duties as assigned. Supervisory/Management Responsibility This is a non-management job that will report to a supervisor, manager, director, or executive. Minimum Requirements Education - High School diploma or equivalent Experience - Four (4) years in information technology, IT support, applications support or a directly related role. In Lieu Of In lieu of the educational and experience requirements listed above, an Associate degree and two (2) years of experience as defined above or a Bachelor's degree with no experience required. Team members employed in this job prior to July 1, 2020, are grandfathered under prior educational and experience requirements. In addition, team members must be certification eligible and will have one year to obtain required certification. Required Certifications, Registrations, Licenses Successful Completion of End User Epic Training within 180 days of hire into position measured by passing the Service Center Post Training Assessment. Knowledge, Skills and Abilities Excellent written and verbal communication skills. Technical aptitude and troubleshooting capabilities. Improves knowledge and understanding of systems and services as well as technical concepts through self-research/training. Healthcare Experience. - Preferred ITIL/HDI/A+/Net+ or other technical certification. - Preferred Work Shift Variable (United States of America) Location Greenville Memorial Med Campus Facility 7001 Corporate Department 70019064 ITS Support Services Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.