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|Facility:||1. Dayton Children's|
|Schedule:||Full Time A (80 hrs pp.)|
2-4 years experience required
The Solutions Analyst has daily responsibility for receiving, tracking, analyzing and resolving customer reported issues. The analyst receives customer reported issues by answering phones, processing emails or processing tickets. The analyst tracks customer issues using the Solutions Center ticket tracking system according to departmental procedures and ITIL processes. The analyst is responsible for providing immediate problem analysis and resolution for the majority of received issues; escalating to more senior resources as required. The analyst will be the ticket owner during the entire ticket lifecycle, regardless of any escalations, and is responsible for providing excellent customer service using varied communications techniques. The analyst will be responsible for ticket documentation, incident notification and reporting, customer surveys and meeting productivity targets related to issue processing/resolution. Other duties the analyst may perform include installation, maintenance and support of all Dayton Children's customer technology assets including PC’s, thin clients, laptops, printers, audiovisual and videoconferencing equipment. The analyst may perform daily computer operation duties including system monitoring, backup/restore tasks, report processing and other tasks as required. The analyst is expected to possess a wide variety of hardware and software knowledge and maintain basic IT certifications as required by the position. The analyst may be required to provide off-shift coverage as requested by management. A high school diploma/GED, 2-4 years experience, CompTIA A+ within 180 days of hire, intermediate PC/printer related skills, basic MS Office and Outlook skills, intermediate problem solving skills and good verbal/written communication skills required. An Associate’s degree, 3-5 years experience, AS/400 operations experience, CompTIA A+, Network+ basic MS certifications, advanced PC/printer related skills, intermediate MS Office and Outlook skills, basic networking skills and advanced problem solving skills preferred.