Regional IT Support Analyst- Southern California

The Regional IT Support Analyst will provide hardware, software, project, Start-up, and solutioning support to end-users in designated Regional IT Support regions.
The position is responsible for four key functions:

• Provides regional IT support to address project and operational demands
• Provides high-impact IT solutioning to identify and address short-term/high-value program needs
• Provides on-site IT troubleshooting and break/fix support for select (high priority) program issues
• Provides IT support for regional start-up/move activities.

QUALIFICATIONS
Required:

• Minimum (completed) undergraduate degree in Computer Science, Management Information Systems (MIS), or a related technology field
• Willingness to travel to all Telecare programs in the assigned territory
  • Currently including Orange County, San Bernardino County, Riverside County, and Nebraska (on a per need basis). Subject to change.
• Minimum five (5) years’ experience working as an IT Support Analyst
• Ability to troubleshoot multifaceted problems
• Ability to provide Project Lead or Project Management support for small or medium-sized cross-functional initiatives
• Ability to maintain a calm demeanor, be well organized, take initiative, and work independently
• Expert knowledge of Windows OS and Microsoft products consistent with years of experience (e.g., Expert = >5 years WinOS and Microsoft product experience)
• Expert troubleshooting of OS, application, and network issues
• Ability to regularly and frequently travel within a geographically defined territory
• Ability to stay within all local or site-specific client standard operating procedures and work policies
• Valid driver’s license, proof of insurance, and motor vehicle record clearance
• Must be at least 18 years of age
• All opportunities at Telecare are contingent upon successful completion and receipt of acceptable results of the applicable post-offer physical examination, 2-step PPD test for tuberculosis, acceptable criminal background clearances, excluded party sanctions, and degree or license verification. If the position requires driving, valid driver license, a motor vehicle clearance, and proof of auto insurance is required at time of employment and must be maintained throughout employment. Additional regulatory, contractual, or local requirements may apply

ESSENTIAL FUNCTIONS

• Demonstrates the Telecare mission, purpose, values, and beliefs in everyday language and contact with internal and external stakeholders
• Promptly addresses all assigned service level work requests within agreed upon time
• Proactively monitors the performance and capacity requirements of the systems (as assigned) and makes recommendations to avoid issues
• Ensures proposed solutions are developed in accordance with sustainable and existing/ reliable practices and standards
• Develops and implements detailed testing plans for work validation
• Works with the vendor and internal support to implement user and functional requirements
• Under the direction of his/her supervisor, monitors and targets key performance indicators (KPI) to ensure effective/efficient delivery of IT services and support in the relevant RITS region
• Provides leadership and support for regional issues related to hardware, software, telephony, and wireless communication devices
• Engages and embeds with applicable IT project roll-out teams, in support of key projects/initiatives; develops subject matter expertise on key IT systems/applications (e.g. Electronic Health Record); Provides regional project support, which may include deployment support, training support, post go-live support and troubleshooting, and regional IT point of escalation
• Identifies, analyzes, and operationalizes short-term high-value projects in support of program needs
• Proposes policies and procedures for relevant areas of responsibility, e.g., policies around tablet use, regional E-Waste processes
• Provides computer and application usage guidance to end-users

Duties and responsibilities may be added, deleted, and/or changed at the discretion of management.

SKILLS

• Demonstrated experience with depth and breadth of technology tools and solutions to drive business value
• Ability to learn new computer applications and technologies quickly
• Interpersonal skills include the ability to deal with diverse personalities, clear and concise oral and written communications, and comfort with interacting with all levels of management

STARTING SALARY RANGE $72,400 – $80,900

PHYSICAL DEMANDS
The physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is occasionally required to sit, stand, reach, walk, twist, bend, squat, kneel and lift and carry items weighing 10 pounds or less as well as to frequently do simple grasping. The position requires manual deviation, repetition, and dexterity and to occasionally drive.

EOE AA M/F/V/Disability