Our mission at Progenity is simple: to help healthcare providers and patients prepare for life. We provide the most advanced molecular technology and the highest levels of service to guide patient care at critical life stages. We continually seek people with the motivation and skills to advance our mission.
The Systems Support Analyst delivers system (OS), software (Application) and hardware (desktop & mobile) support for Progenity clients, employees and associates. This includes level 2 technical troubleshooting for device and workflow for all Progenity deployed devices and applications. The Technical Services Analyst is also responsible for assisting in the design, delivery, and improvement of deployed applications, workflow and devices. Finally, the Technical Services Analyst is responsible for ordering, asset tracking and deployment of desktop and mobile devices.
RESPONSIBILITIES
- Creates and deploys feedback mechanisms for end users. Analyzes results, makes recommendations for support process improvement, and implements changes.
- Evaluates documented resolutions and analyzes trends for ways to prevent repeated future problems.
- Conducts research into software application products and services in support of development and purchasing efforts.
- Provides support for the testing of new and existing software applications under development or consideration for purchase.
- Fields incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
- Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Prioritizes, schedules, and administers all instances where enhancements and defect resolution are required.
- Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Communicates application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
- Tests fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
- Maintains and enhances performance of all new and existing software and applications across the organization.
- Identifies and learns appropriate software applications used and supported by the organization.
- Coordinates with department heads to assess departmental application training needs and objectives.
- Participates in the design, development, and delivery of software applications training programs and individual classes.
- Posts software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
- Performs preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
- Applies diagnostic utilities to aid in troubleshooting.
- Manages and/or provides guidance to junior members of the team.
This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as deemed necessary.
REQUIREMENTS
- Bachelor of Science (or equivalent experience) is required.
- 4+ years relevant experience.
- Functional understanding of and experience with Microsoft Windows OS, Microsoft Office, Cisco Telephony and computer network systems.
- Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
- Able to develop and interpret technical documentation for training and end user procedures.
- Knowledge of trends in technology relating to software applications.
- Experience with building and maintaining databases for query and problem tracking.
- Good understanding of the organization’s goals and objectives.
- Highly self-motivated and directed.
- Ability to absorb new ideas and concepts quickly.
- Good analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to conduct research into software development and delivery concepts, as well as technical application issues.
- Ability to present ideas in business-friendly and user-friendly language.
- Very strong customer service orientation.
- Excellent written, oral, interpersonal, and presentation skills.
- Experience working in a team-oriented, collaborative environment.