At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence. This position is part of a fully remote team, but the employee is required to be 45-minutes or less from the Bon Secours Mercy Health facility. The schedule for this position is a variable shift, where the employee will be able to start between 7 am and 10 am followed by a regular shift. SUMMARY OF PRIMARY FUNCTION Provides front line I&T support to end users on a variety of issues with a strong commitment to customer service and satisfaction in a technological healthcare environment. Identifies, researches, and resolves technical issues with PCs and applications. Will interface with wide variety of healthcare industry personnel. Primary job functions require attention to detail, initiative and exercising good judgment. Typically reports to a lead or manager. ESSENTIAL JOB FUNCTIONS

• Provides Level I Support Desk coverage. Analyst must have Information Technology-based knowledge of commonly used concepts, practices, standards and procedures.
• Call intake is top priority.
• Will interface with wide variety of healthcare industry personnel.
• Must gather information and provide assistance to end-users experiencing problems with hardware, software, networking, or other computer-related technologies including telecommunications.
• Uses established procedures and experience to determine the nature of the problem and provide solutions to customers\xe2\x80\x99 satisfaction in a timely manner adhering to established SLA\xe2\x80\x99s
• Handle routine user problems, referring more complex problems to designated analysts or technical staff.
• Interact with internal I/S support personnel.
• Interview user to collect information about problem and lead user through diagnostic procedures to determine source of errors.
• Determine whether problem is caused by hardware such as PC peripherals, drivers, or other malfunctions.
• Document the problem via our ticketing application is required.

REQUIREMENTS

• Strong knowledge of Information Technology standards, knowledge of ITIL framework.
• Experience with customer/end-user support.
• Proficient with Microsoft Office Suite and understanding as to how web-based applications work.
• Applicable IT Certification or degree is a plus.
• Data Entry Skills, customer interfacing, and ability to troubleshoot in a timely manner are a must.

Many of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more

• Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you\'d like to view a copy of the affirmative action plan or policy statement for Mercy Health \xe2\x80\x93 Youngstown, Ohio or Bon Secours \xe2\x80\x93 Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com