Technical Analyst ITSM-Kansas City KS

This person must be local to the Kansas City area and will be 90% remote handling helpdesk troubleshooting, and 10% on site supporting hardware and desktop troubleshooting across 3 clinics.

This person will provide accurate, timely, and creative solutions to end-user computer hardware, peripherals, printers, operating systems, software applications, networking, telecommunications, and video conferencing issues.

Assist and coordinate with other Intermountain, Vendors and ITDS teams when on-site troubleshooting and evaluation is needed.

Primarily responsible for providing direct customer support, answering questions, providing feedback, resolving customer incidents and fulfilling service requests according to Service Level Agreements

Job Duties Include :

1. Monitor, troubleshoot and resolve system issues. Adequately documents resolution to issues in ITIL ticketing system. Maintains and updates knowledge base.

2. Keeps user base informed of systems changes (i.e., software / hardware upgrades, planned down times, system unavailability).

Disseminates information to ITDS and end user base when appropriate. Updates support staff regularly on the status of projects, incidents, service requests and system changes.

3. Responds to messages according to priority schedule.

4. Supports new and existing systems while keeping abreast of technology changes.

5. Participates as the primary agent in the setup and implementation of desktop systems, which includes, but not limited to, hardware, software, network connectivity, telecommunications and backup systems.

6. Promotes mission, vision, and values of SCL / Intermountain, and abides by service behavior standards.

7. Performs other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. The requirements list must be representative of the knowledge, skills, minimum

education, training, licensure, experience, and / or ability required. Reasonable accommodations

may be made to enable individuals with disabilities to perform the essential functions.

1.Knowledge or experience in the following skills : In-depth knowledge of Windows 10 operating systems preferred, familiarity with O365, Client connectivity (PingID, VPN, IP softphone), experience with ServiceNow ticketing, Software installation.

2.Knowledge of computer science with in-depth knowledge of application development

and support including vendor relationship as required; Knowledge of application change

control methodology.

3. Knowledge of SDLC (software development life cycle) required.

4. Comprehensive understanding of relational database structure and SQL preferred.

5. Regular attendance to perform work on site during regularly scheduled business hours

or scheduled shifts is required