Technical Support Analyst

This is an on-site position

San Luis Valley Health has an opening for a full-time Technical Support Analyst. The Technical Support Analyst is responsible for providing second level support for technology infrastructure and customer issues and requests.  Act as an advocate for the customer ensuring proper focus is maintained and attention brought to customer needs.  Utilize effective communication and intermediate to advanced technical skills to ensure timely and effective resolution of moderately complex incidents and requests. Responsible for planning, designing, and implementing small projects to meet customer needs and improve service delivery. Resolved technical problems associated with end user devices.  Works on assignments under the direction of technical experts in the areas of system and network administration, and telecom projects.  Requires 40-hour work week with some on-call work, provides leadership to help desk. 

The successful candidate would possess the following qualification:     

• Bachelor's degree or equivalent educational background or work experience.  
• Four (4) years of experience in IT support.  
• Strong verbal, written, and interpersonal communication skills.  
• Experience using MS Office applications (Word, Outlook, and Excel).  
• Excellent verbal and written communication skills  
• Effective time management and organizational skills  
• Manage multiple projects and changing priorities with attention to detail 
• The ability to work independently with minimal supervision  
• Well-developed technical and analytical skills required to support and troubleshoot complex issues in an enterprise environment 
• Experience with Service Desk environment and operations 

Responsibilities include but are not limited to:        

• Provide intermediate, second level technical support for technology infrastructure and customer issues and requests.  Develops and implements changes to improve service delivery, optimize technology execution and increase customer satisfaction. Works under direction of senior level team members, or independently to implement necessary changes to support model.  
• Provide feedback based upon customer interactions to improve support model, quality of development efforts and opportunities for automation  
• Provide knowledge, training, and solution sets to first level support teams to improve first call resolution and increase customer satisfaction.  Review issues to identify trends and make recommendations for improvement.  
• Responsible for providing best in class customer care.  Exhibit customer advocacy while understanding and working within enterprise guidelines. Demonstrate intermediate knowledge of key business processes of partners and customers. Relate business needs in appropriate terms for team members.  Develops good relationships with customers.  
• Provides input into metrics reporting efforts to facilitate consistent service execution.  
• Demonstrate intermediate technical skills in areas such as end user, systems management, security, service management, applications, and networking. Provide support and ensures reliability for deployed technologies, systems, and processes according to established procedures and industry best practices.  
• Works with internal teams minimize and/or eliminate customer impact, prevent problem reoccurrence and improve service delivery.  

We Take Care of Our People

As the largest employer in the San Luis Valley, we commit to providing our employees with quality and affordable benefits to complement a fulfilling work experience and help balance life experiences and needs. To show our appreciation of your hard work, we offer a competitive and comprehensive total benefits package, including:

• Full medical, dental and vision plans to suit the needs of you and your family, with low-cost copays and deductibles, all without high out-of-pocket expenses.
• Enjoy a generous amount of Paid Time Off and Sick Leave in your first year with accruals starting on your first day!
• Start saving with Retirement plans available from day one, providing up to 5% employer match after one year of employment.
• Free life and disability insurance benefits for full-time employees with the opportunity to purchase additional coverage at low costs.
• Add to your benefit package with a variety of voluntary benefits such as identity theft protection, medical and dependent care flexible spending accounts and more.
• Take care of yourself with our free on-site 24-hour employee health center, and discounts to a selection of local fitness/recreational centers.
• Keep learning by utilizing our education program benefits to foster your growth and development.
• Give back to the community with multiple opportunities throughout the year to volunteer with our own non-profit SLV Health Foundation and other SLV- and community-sponsored events.
• Discounts on cell-phone plans, ski/snowboard lift tickets, Dell computers, local pools, Adams State University functions and more!
• Your family is our family so our employees and their family members have access to our employee support services, including up to four free counseling sessions to assist with work/life solutions.