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Technical Support Analyst

Company: Lancaster General Health
Location: Lancaster
Posted on: May 14, 2022

Job Description:

Summary Job Description POSITION SUMMARY: Installs, maintains, and configures system software to perform in an efficient and reliable manner. System software includes operating, database, and communications systems. Performs configuration changes to accommodate hardware additions and deletions.LOCATION: Lancaster, PA HOURS: Full Time (1.0 FTE; 40hrs/wk) Day Shift; On call rotation with other team members, with occasional weekend/evening work for upgrades and updates to systems. Some remote work, with onsite as needed for hardware replacements.ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

  • Installs software and hardware as needed to provide new or enhanced functionality required to support vendor's application.
  • Installs updates to existing system software to correct problems and/or keep system software at a current release level as required by vendors.
  • Administers configuration and tailoring changes necessary so that system software conforms to the specific requirements of Lancaster General Health.
  • Performs systems software tuning as required to insure that all aspects of the systems are running at peak performance so as to provide acceptable response time to end user.
  • Identifies and isolates problems in systems software, correcting errors and/or submitting errors to vendor for resolution.
  • Tracks utilization of all system resources such as CPU and disk utilization for use in capacity planning.
  • Provides assistance as necessary to vendors that are installing application software and hardware. This would include insuring that all required resources are available for the install.
  • Provides support to users and operations. Provides support during non-work hours as part of the department on-call rotation. Does all necessary operations problem resolution required by users and operations personnel.
  • Monitors systems hardware performance and repairs and/or reports issues to vendor for resolution.
  • Identifies the various skills required for a successful implementation, completes base measurements for a post implementation review of benefits that includes a detailed project implementation plan, charter, objectives, and benefits that is a mutually agreed upon plan with System Administrator, User Management, IS Management and Vendor. The project plan to include the coordination / logistics ordering to ensure appropriate hardware, software, devices, networks, training and support are organized.
  • Provides the following support to achieve desired benefits and capabilities for the business:
    • Serves as a liaison between vendor, IT Technical Services and User Management on all application implementations, upgrades, and support issues.
    • Analyzes and creates reports for customers based on user and business needs via LG business software tools.
    • Design /develop training materials, a plan for accomplishing the training with scoring to derive the readiness of staff.
    • Review system function and features, uptime/downtime and ensure it is performing within expectations and is stable.
    • Perform regular ongoing reviews such as post implementation stability and performance measurements; ensure system is functioning as expected.
    • Other ongoing support processes to include:
      • Perform application upgrade planning and budgetary obligations.
      • Obtains appropriate new hardware and software and coordinates hardware purchases with IS technical staff and vendor to ensure it meets current needs and growth.
      • Tracks and prioritizes all enhancements and problems, and ensures system is operating in fashion that meets LG business goals.SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties listed above:
        • Creates and maintains thorough system documentation.
        • Takes all appropriate steps to ensures good communication occurs between users, IS, and management.
        • Assists Information Services with software evaluation. Maintains a good general knowledge of software and hardware applicable for use at LG Health.
        • Participates in the on-call responsibilities for this position as required.
          • Bachelor's degree in Computer Science, Business Administration or Engineering, an Associate's degree with an orientation toward automation and process improvement or a minimum of one year of experience utilizing applicable clinical imaging systems and/or installing, maintaining and configuring computer software
          • Knowledge of system software, as needed for system being supported, to include: UNIX/AIX, ORACLE, MVS, CICS, Microsoft and SQL.PREFERRED QUALIFICATIONS:
            • Three (3) years experience in each of the following is required for the position: Systems problem solving and analysis, purchasing/developing applications, testing programs/systems, managing implementations and conversions.
            • Two (2) years project management experience that involves computer software implementations, daily operational support, review and evaluation of system performance.
            • Two (2) years experience providing leadership and direction to users of computer applications.
            • Two (2) years experience developing test plans, training plans, and IT documentation.Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards. The percentages of time spent performing job duties are estimates, and should not be considered absolute. The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole. Incumbent must be able to perform all job functions safely. #LI-MD1Benefits At A Glance:PENN MEDICINE LANCASTER GENERAL HEALTH offers the following benefits to employees:
              • 100% Tuition Assistance at The Pennsylvania College of Health Sciences
              • Paid Time Off and Paid Holidays
              • Shift, Weekend and On-Call Differentials
              • Health, Dental and Vision Coverage
              • Short-Term and Long-Term Disability
              • Retirement Savings Account with Company Matching
              • Child Care Subsidies
              • Onsite Gym and Fitness ClassesDisclaimerPENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTH is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTH via-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH , and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTH as a result of the referral or through other means.LGH Full Time Posted on 04/25/2022

Keywords: Lancaster General Health, Lancaster , Technical Support Analyst, IT / Software / Systems , Lancaster, Pennsylvania

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