Job Summary

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.

Job Duties

• 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 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 and brings it to the attention of more senior members of the team.

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.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Education

High School Diploma or Equivalent (GED)- (Required)

Experience

Minimum of 6 years-Relevant experience* (Required)

Skills

IT Systems Management; System And Console Operations; Hardware Infrastructure; Systems Software Infrastructure; IT Environment

About Geisinger

Founded more than 100 years ago by Abigail Geisinger, the system now includes ten hospital campuses, a 550,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. With nearly 24,000 employees and more than 1,700 employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually. Learn more at geisinger.org or connect with us on Facebook, Instagram, LinkedIn and Twitter.

Our Commitment to Diversity, Equity and Inclusion

Geisinger values who you are, where you are from, and where you are going. We seek out people of various backgrounds and cultures with unique abilities, non-traditional career paths and ambitious aspirations. 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. Read more about Our Commitment to Inclusive Recruiting.

Our Vision & Values

Everything we do is about making better health easier 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.

Our Benefits

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and prescription coverage.