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End User Support Analyst

Job ID: 947827
Facility: Vidant North Hospital
Location: Roanoke Rapids, NC
FT/PT: Full-Time
Reg/Temp: Regular
Date Posted: Apr 27, 2021

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Job Description

Vidant Health

About Vidant Health

Vidant Health, located in eastern North Carolina, is a comprehensive health system that is made up of 9 hospitals that serve 1.4 million people in 29 counties. Vidant Health includes Vidant Medical Center, community hospitals, physician practices and partners that collaborate with Vidant Health to enhance the quality of life of our patients.

Information Services at Vidant Health

Vidant Health offers comprehensive Information Technology (IT) services and infrastructure to support and enable all aspects of organizational operations. Our IT division consists of a state-of-the-art data center located in Greenville, NC. The data center services all information technology needs of Vidant Health facilities. All Vidant Health owned or leased hospitals are on a common IT platform, including our electronic health record (EHR) that uses Epic's suite of applications. Vidant Health has achieved Meaningful Use Stage 2 recognition and is also approaching Stage 7 for HIMSS Analytics’ Electronic Medical Records Adoption Model (EMRAM) recognition.

Position Summary

Reporting to the Lead of End User Support, this position is responsible for the installation and troubleshooting of our end user computing environment, both hardware and software.  Collaborating with other End User Support Analysts, as well as other IS groups, this position will install and troubleshoot any end user computing device as appropriate, and will do this with the highest level of customer service.


1. Work Complexity (Technical Competencies)

  • Escalate problems as required
  • Apply diagnostic utilities to aid in troubleshooting
  • Record, track, and document the request Problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Perform preventative maintenance
  • Build rapport with customers
  • Perform fixes at the desktop level, including installing and upgrading software and hardware
  • Resolve incidents and tasks
  • Communicate fixes to customers and confirm incidents are resolved

2. Independence and Leadership skills

  • Manages individual work efforts and completes assignments under limited supervision
  • Effectively participates as a member of a project team
  • Understands team goals and dept strategies
  • Identifies process and performance improvement opportunities and works with team/leadership on ideas and solutions to enhance team and departmental functions
  • Actively promotes collaboration and strives to achieve team and organizational goals while seeking coaching and mentoring from others
  • Regularly demonstrates dependability, self-direction and motivation to learn.  Embraces opportunities for change and innovation

3. Organization and Industry Knowledge

  • Stays informed on current market trends and emerging technology developments that impact individual work
  • Understands team processes and needs
  • Demonstrates commitment to learning by actively participating in department meetings, organizational training opportunities and career development goals

4. Accountability

  • Accepts responsibility for own actions and decisions.  Does not make excuses for errors.  Acknowledges and corrects own mistakes, following the Just Culture Model
  • Demonstrates a commitment to service excellence, following IS Standards of Behavior, governance and performance management processes
  • Pays attention to details.  Completes work, which is thorough, complete and does not require assignment to be redone.  Work is completed in a manner that accomplishes the desired results and exceeds standards of acceptability

5. High Reliability (Problem Solving Skills)

  • Is aware of how processes and systems affect the team, what is or isn`t working as they perform work and deliver services
  • Doesn't make assumptions.  Asks questions about the processes even if (especially if) they"ve been in place forever
  • Considers multiple alternatives to resolve work problems.  Recognizes sources of available information and establishes facts to recommend solutions

6. Quality and Safety

  • Understands the importance of and complies with incident and request responsiveness and adherence to Service Level Agreement (SLA) requirements to minimize business disruptions and safety risks
  • Understands the risks and consequences that errors in work could have on patient care and/or organizational finances

7. Interpersonal Relationship Skills

  • Interacts with team members and customers in a courteous, respectful and reciprocal manner
  • Develops effective working relationships with others
  • Practices attentive and active listening
  • Expresses thoughts and feelings openly with intent of making positive contributions to help the team and customers

8.Communication Skills

  • Demonstrates effective verbal and written communication
  • Able to present ideas to the team or small groups effectively (informal discussions)
  • Takes initiative to communicate with team and customers. Requests assistance as needed

9. Teamwork

  • Understands shared vision, goals, objectives and values of team
  • Promotes cooperation and commitment within the team by working collaboratively with others.  Communicates strengths, shares expertise and draws upon other members skills to improve team performance
  • Recognizes, values and supports other team member contributions.
  • Respects team processes
  • Provides input to team decisions 
  • Respects and actively supports team decisions once they are made
  • Holds self personally accountable to meet or exceed team expectations
  • Acknowledges and celebrates the achievements of team and teammates

Minimum Requirements

  • Preferred College diploma in the field of Computer Science, Information Systems or other technology specialties or equivalent work experience
  • Preferred certifications: A+, HP/Dell (hardware), Microsoft technologies
  • Knowledge of basic technology hardware, including desktops, laptops, printers, scanners and tablets
  • Experience with supporting desktop and laptops running on a windows platform
  • Experience installing enterprise applications
  • Working knowledge of a range of diagnostic utilities, including remote support tools and enterprise anti-virus tools
  • Analytical and problem-solving abilities
  • Ability to work in a team-oriented, collaborative environment
  • Experience supporting customers
  • Knowledge of Desktop Operating Systems
  • Ability to conduct research into a wide range of computing issues as required

General Statement

It is the goal of Vidant Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer.   Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

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