IT Technical Support Analyst I

Schedule:

Monday - Friday (40 hrs/wk)

8:00 AM - 5:00 PM (Flexible) On-Call weekends

Department: R&D Special Operations - 269

Primary Purpose:

Under general supervision, this position will monitor, triage, administer, troubleshoot and provide support for a wide variety of ARUP developed, vendor hosted and purchased software solutions. Systems include but are not limited to Millennium PathNet, ANSR, ESP, Dynamics GP, CRM, SalesForce and IMS.

About ARUP:

ARUP Laboratories is a national clinical and anatomic pathology reference laboratory and an enterprise of the University of Utah and its Department of Pathology. Based in Salt Lake City, Utah.

ARUP proudly hires top talent to create a work environment of diversity, professional growth and continuous development. Our workforce is committed to the important service we provide to over one million patients each month. We always strive for excellence and have a strong desire to have involvement with the advances in medicine and the role laboratory services plays within each patient's life. We never forget that there is a patient behind every specimen we receive.

We are looking for individuals who want to contribute to ARUP's culture of accountability, integrity, service, and excellence. Consider joining our dynamic team.

Essential Functions:

Provide technical support for ARUP developed, vendor hosted and Commercial off-the-shelf (COTS) software solutions.

Triage and troubleshoot issues reported.

Prioritize, research, follow up on and resolve problems in a timely manner.

Provide and coordinate timely, clear and useful communication to customers about changes in availability of computer resources (i.e. downtimes, both planned and unplanned) or of events that could impact application usability.

Monitor systems, look for and resolve problems before they occur.

Utilize experience and judgment to resolve technical problems and coordinate with other IT teams or vendors when assistance is required.

Establish, build and maintain strong relationships with customers, both internal and external.

Provide basic administrator level support for those system that are the responsibility of the team.

Research, report and document quality assurance issues pertaining to supported solutions.

Communicate with various ARUP and vendor entities in problem resolution.

Support customers, both internal and external, with any technical issues or questions related to devices that are housed at their facilities that are part of ARUP supported products.

Prepare and ship new devices or forms that are requested by customers.

Prepare, maintain and contribute to support documentation, policies and procedures as assigned.

Provide training and guidance to ARUP workforce and external customers on application functionality.

Participate in and support IT department projects.

Provide mentoring of lower level staff.

Train ARUP employees on new ARUP developed software and/or conduct demonstrations of software.

Other duties as assigned.

Physical and Other Requirements:

Stooping: Bending body downward and forward by bending spine at the waist.

Reaching: Extending hand(s) and arm(s) in any direction.

Mobility: The person in this position needs to occasionally move between work sites and inside the office to access file cabinets, office machinery, etc.

Communicate: Frequently communicate with others.

PPE: Biohazard laboratory environment that requires use of personal protective equipment in accordance with CDC and OSHA regulations and company policies.

ARUP Policies and Procedures: To conduct self in compliance with all ARUP Policies and Procedures.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Fine Motor Control: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)