Job title: Analyst for Care Field Services
Job Location: 2750 Front Street, Cuyahoga Falls, OH 44221
Work Model: Onsite
Shift: Day
Desired Start Date: ASAP
Project Duration: 12 months
Job Summary:
Care Field Services analysts provides on-site IT support for providers and practice managers in a clinical workspace operating as the face for IT.
Required Skills:
Field services support
Nice-to-have Skills:
Experience with cross-functional collaboration
Familiarity with data visualization tools
Responsibilities:
Serve as the on-site escalation point for clinicians requiring technical assistance, using diagnostic techniques and tools.
Travel within a 30-mile radius to provide IT support and perform on-site troubleshooting.
Install and ensure operational status of workstations, printers, phones, fax machines, computers, and software applications.
Communicate effectively with customers and escalate unresolved issues to the next level of support.
Log and record issues and their resolutions, participating in an on-call rotation for after-hours support.
Provide technical expertise to end-users and assist in resolving hardware/software issues.
Diagnose, troubleshoot, and resolve problems involving operating systems, applications, and network configurations; replace parts as necessary.
Prioritize and manage workload independently while focusing on critical items, adapting to new technologies, and improving procedures as needed.
Coordinate new access needs and security changes with internal IT leadership, ensuring proper user ID and password communication.
Direct external contract resources for hardware installations/repairs as necessary, maintaining inventory and ensuring IT asset security.
Develop and maintain professional relationships with all internal and external customers.
Support the vision and values of Optum, complying with all policies and procedures.
Collaboration:
Work with other departments to resolve issues for internal staff and external clients.
Follow-up and update customers with status and information.
Liaise with leadership and vendors for implementation of new process and workflow
Manage escalations from the Help Desk to ensure timely resolution.
Perform hands-on fixes, including software and hardware installations.
Maintain a knowledge base for problem resolution.
Assess and recommend system reconfigurations based on trends.
Perform end-user training
Qualifications:
Proficient in oral and written communication.
Skilled in data analysis and solution development.
Effective time and resource management.
Strong deductive skills for system analysis and problem-solving.
Ability to manage multiple high-pressure projects.
Advanced proficiency with Microsoft Office, Windows OS, backup software, Cisco, SharePoint, Client hardware, and related technologies.
In-depth knowledge of PC hardware and peripherals.
Extensive experience with Windows OS, VPNs, Active Directory, Exchange, Cisco, Citrix, Data Migration, Imaging, and Backup solutions.
Years of Experience: 5-7 Years of Experience