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Analyst I Customer Support

Company: Bronson Battle Creek
Location: Kalamazoo
Posted on: June 6, 2021

Job Description:

A career with Bronson opens up new worlds. Cutting-edge technologies, clinical expertise and business innovations combined with individual human care and compassion are all a part of the experience.

Location

BHG Bronson Healthcare Group

Title

Analyst I Customer Support

The Asset Management Customer Support Analyst I is responsible for providing excellent customer service to the Bronson user community for all systems supporting the activities of Bronson Healthcare Group. Employees providing direct patient care must demonstrate competencies specific to the population served.

High school diploma or GED required

Associate's degree (or equivalent experience) preferred

Previous customer service experience preferred

Certified Customer Service Professional is preferred

Certification or progress toward certification completion may be required dependent on an individual's specific position

  • Working expertise of user experiences with variety of applications; interest and aptitude for learning new applications
  • Demonstrated proficiency in Microsoft Office Suite
  • Ability to work with end users to determine software specifications, hardware requirements and process improvement workflows
  • Ability to create system documentation, project plans, test scripts and education materials
  • General familiarity of end user business practices, concepts and terminology sufficient to support the applications in a healthcare delivery environment
  • Excellent telephone presence and interpersonal skills
  • Monitors and controls computer equipment and/or on-line applications according to daily shift schedule
  • Good customer service skills with the ability to communicate both orally and in writing
  • Must be able to interact with customers from various levels in the organization to gather the information necessary to understand, address, and document their data needs
  • Must consistently negotiate and act on deliverables and timeframes with stakeholders, take ownership of issues, and respond to issues within expected timeframes

Work which produces very high levels of mental/visual fatigue, e.g. CRT work between 70 and 90 percent of the time, and work involving extremely close tolerances and considerable hand/eye coordination for sustained periods of time.

Involves considerable standing or walking, regular lifting of light-weight objects (i.e., 20 pounds or less) and assisting with heavier tasks such as assisting in lifting and moving patients. Minor straining or fatiguing positions must be assumed, and some fatiguing physical motions are required.

  • Support and participate in the research, planning, installation, configuration, testing, troubleshooting, maintenance and upgrade of applicable systems. Analyze and evaluate present or proposed business procedures or problems to define data needs.
  • Corrects routine and non-routine computer malfunctions or works with other IT staff and System Coordinators to correct individual problem situations.
  • Develops and maintains collegial relationships with all System Coordinators and IT staff as relates to systems in area of responsibility.
  • Keeps abreast of developments in the information systems and communications field and evaluates developments for applicability or incorporation into existing applications.
  • Evaluates systems, processing, and development needs and recommends additional equipment or new systems.
  • Participates in resolutions during outages or periods of degraded system performance.
  • Participates in the preparation and authoring of supporting documentation, instruction manuals, and audit trails of program changes in accordance with systems and programming standards.
  • Supports and maintains the technical literature library and the related system.
  • Assists customers in problem resolution via phone, e-mail or in-person; documenting each request for services, investigating, troubleshooting, coordinating support/resolution efforts and resolving computer software and hardware problems for users.
  • As assigned, observes the operation of the computer console panel, storage devices, printers and the actions of the console printer to monitor the system and determine the point of equipment or program failure.
  • As assigned, observes equipment operation and reports unusual conditions to senior level personnel; monitors data network.
  • Provides exceptional customer service with regard to help desk ticket resolution, phone, and desk-side assistance.
  • Installs telecommunications equipment and troubleshoots problems throughout the system as they arise; monitors telecommunications network.
  • Performs basic equipment maintenance.
  • Performs data backup of all systems.
  • Maintain logs on equipment and operations activity. Record and maintain hardware and software inventories, site and/or server licensing.
  • Record and maintain hardware and software inventories, site and/or server licensing, and user access and security.

Shift

First Shift

Time Type

Full time

Scheduled Weekly Hours

40

Cost Center

1451 Information Technology Data Center (BHG)

Please take a moment to watch a brief video highlighting employment with Bronson!

Keywords: Bronson Battle Creek, Kalamazoo , Analyst I Customer Support, Other , Kalamazoo, Michigan

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