HealthPartners is hiring for a full-time Support Center Senior Analyst.

POSITION PURPOSE:

The person in this position is responsible for investigating and resolving moderate to complex software, hardware, and infrastructure problems for HealthPartners’ systems and services. This person maintains Support Center documentation and additionally prepares and analyzes Support Center statistical reports. This position is expected to mentor and training other Support Center Analysts.

ACCOUNTABILITIES:

Answers, evaluations, and prioritizes incoming telephone, voicemail, e-mail, and in-person request for assistance from users experience problems with hardware, software, networking and other computer-related technologies for high level, complex issues.

Handles problem recognition, research, isolation, resolution, and follow-up for complex user problems.

Maintains HealthPartners IS&T incident and problem management database.

Maintains history records and related problem documentation.

Maintains excellent customer relationships.

Consults with programmers to explain software problems or to suggest potential software changes.

Analyzes incident reports and makes recommendations to reduce Support Center incident rates.

Acts of the Support Center’s customer liaison for assigned organizational departments.

Trains and mentors other Support Center Analysts.

Assists business areas with writing support procedures and protocols.

SKILLS/EXPERIENCE:

Identify, analyze, and interpret computer problems, and communicate them to customers and technical staff

Effectively presents information and responses to questions from customers

Experience resolving complex problems with a variety of variables and processes.

Ability to interpret a variety of instructions furnished in written, oral, or diagram formats

Plan and organize own work as well as that of others

Provide excellent customer service

Able to be available outside normal business hours, including weekends and be on call (7 days x 24 hrs)

Solid desktop tool usage including Word, Excel, PowerPoint, and Access

Solid understanding of a variety of computer hardware, software, and services

Excellent oral and written communication skills

Proven problem solving skills

Experience writing reports, business correspondence, and basic level procedure manuals.

REQUIRED QUALIFICATIONS:

High School Diploma and a certificate from a 6 to 12 month Information Technology program or related experience

5+ year customer service experience in a technical environment