Support Center Associate Analyst

Support Center Associate Analyst

HealthPartners is hiring for a full-time Support Center Associate Analyst. POSITION PURPOSE: The person in this position under direct supervision is responsible for investigating and resolving simple software, hardware, and infrastructure problems for HealthPartners' systems and services. This person maintains problem-related documentation, ensuring that all information pertaining to an incident or service request is documented. This position is expected to maintain excellent customer relationships.

ACCOUNTABILITIES: Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies. Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to other Support Center Analysts. Maintains HealthPartners IS&T incident and problem management database. Maintains history records and related problem documentation. Maintains excellent customer relationships.

SKILLS/EXPERIENCE: Identify, analyze, and interpret computer problems, and communicate them to customers and technical staff. Effectively presents information and responses to questions from customers. Experience resolving practical problems with a variety of variables and processes. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats. Plan and organize own work. Provide good customer service. Able to be available outside normal business hours, including weekends and be on call (7 days x 24 hrs). Good desktop tool usage including Word, Excel, PowerPoint, and Access. Familiarity with a variety of computer hardware, software, and services. Good oral and written communication skills. Good problem-solving skills.

REQUIRED QUALIFICATIONS: High School Diploma and a certificate from a 6 to 12 month Information Technology program or related experience. 1+ year customer service experience.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.