Shift: Full time, Evenings and Nights, Rotating weekend

Reporting to the IT Service Desk manager independently operates and monitors computers, interfaces, and computer-related equipment to output and to transfer data between computer systems. Provides initial telephone contact for incoming issues and requests for support services by receiving and, when possible, resolving system-related problems for all users of Northwest Community Hospital (NCH) continuum computer systems. Follows prescribed production and task schedules. Maintains and controls computer files, media and equipment. Processes report output for distribution. Performs first line of support for computer systems-related issues and/or fulfills requests as necessary. Responsible for meeting the goals set in Information Technology (IT) Operations Support Service Level Agreements.


1. Receives, logs, analyzes, prioritizes and responds to all incoming customer, IT or vendor issues and requests via phone, e-mail, pager, radio and walk up, in a timely manner and according to established service desk procedures. Resolves incoming issues or service requests with the assistance of the IT Service Management system, service desk knowledgebase, other NCH staff, NCH vendors, and the use of standard troubleshooting techniques. Assigns or escalates issues and requests to the appropriate resolver group or NCH vendor for resolution, according to service desk standards.

2. Monitors from the Data Center, interfaces, network backups, distributed computer systems and print servers to insure they are active and online. Utilizing monitoring tools, monitors servers, attached equipment and peripherals. Ensures system availability to users and optimum system performance. When needed, powers systems up and/or down, and recovers systems from failure. Communicates problems in a timely manner to appropriate resolver team members.

3. Responsible for communications between IT and the client as well as supports all IT members via phone, e-mail, pager, walk-up and any other means; performs duties of, and substitute for, other Service Desk Operations Analysts when assistance is required. Provides status updates and downtime notifications as required.


4. Processes batch related jobs in accordance to the service desk operations schedule and monitors computer jobs for proper completion. Assists in resolving issues, restoring files and databases, and re-runs jobs as needed. Performs electronic data interchange between providers.

5. Processes, logs and distributes printed and electronic media production output. Maintains and moves paper stock as well as keep the computer paper storage area neat and orderly. Handles maintenance of printers, tapes and other electronic devices needing constant maintenance, cleaning and filling as need or according to the operations schedule. Writes all required shift documentation and communicates job and system status to the next service desk operations analyst.

6. Monitors computer room environment, including the HVAC and power supply. Enforces computer room security policies and keeps computer room clean and organized. Maintains the security of and accessibility to all files recorded on magnetic or optical media. Stores media in controlled areas and according to procedures. Oversees the movement of media to and from the off-site and on-site storage locations, ensuring proper use of tracking measures for timely retrieval of backup media. Ensures appropriate levels of supplies (tapes, forms, labels, etc.) are maintained in the computer operations area by regularly reviewing stock and placing orders when needed.

7. Qualifies emergencies versus routine calls, and treats appropriately according to service desk operations standards.

8. Maintains current knowledge of relevant product offerings and supports policies in order to provide accurate solutions to clients.

9. Adheres to all Northwest Community Hospital standards, policies and procedures.

1. The level of knowledge usually obtained through the completion of four years of high school or the equivalent. Some college level course work related to computers preferred. Relevant software and hardware certifications preferred.

2. Minimum one year experience working with computer systems, experience in user support and patient care systems preferred.

3. Knowledge of Windows operating systems and related hardware

4. Exposure to Macintosh operating systems and related hardware.

5. Aptitude for providing positive customer service and good communication skills.

6. Ability to handle difficult clients and situations in a professional and courteous manner.

7. Technical ability and manual dexterity to operate computer equipment and output handling equipment in a multiprocessing environment to generate completed data processing output.

8. Organizational skills to work independently requiring little supervision.

9. Ability to communicate work effectively with other people in difficult and stressful situations.

10. Basic troubleshooting skills; ability to deal with problems involving concrete variables in standardized situations.

11. Ability to apply common sense understanding to carry out detailed, but uninvolved written or oral instructions.

12. Ability to read, write and comprehend simple instructions, short correspondence, and memos.

13. Ability to present effectively information in one-on-one and small group situations to customers, clients, other associates and management of Northwest Community Healthcare.

14. Ability to work a varied schedule as needed to cover PTP or unscheduled absences, as well as on-call hours.