The goal for the Asset & Mobile Device Analyst is to achieve total end-user satisfaction by providing an exceptional customer service experience while resolving technical and software problems via telephone, remote control, email, or on-site support.  A person serving in this capacity helps end users navigate the best practices and standard DCH procedures for proper, secure usage of IT resources.

The employee serves as a key resource between DCH Health System departments, their contracted agencies and Information Technology Department.   Creates and updates policies and procedures related to the use, management, and support of technology/applications. 

This position is the primary resource for managing DCH IT’s Mobile Device Management platform, IT equipment Asset Tracking platform, IT Purchasing Research (what to buy & price quotes), and Check-In process for received Desktop equipment.

1. Asset Management and Mobile Device Management.
2. To provide support to end-users for PC, printer, applications, wireless, networking to the data closet and any other supported desktop hardware.
3. To restore service and/or identify and correct core problems by interacting as needed with other Information Technology teams, other DCH Departments, independent DCH business partners and vendor support personnel.
4. To simulate or recreate user problems to resolve operating difficulties.
5. To recommend systems modifications to reduce user problems.
6. This position will commit to fostering an environment of heightened security following Information Technology Security Policies and participating in security training, such as Health Insurance Portability & Accountability Act (HIPAA), on an annual basis.
7. To document progress and complete tasks in the support software, and respond to radio and email notifications.  This process includes interviewing the customer, asking questions to clarify their needs, and checking the online knowledge base in order to improve subsequent troubleshooting.
8. To follow up daily on open cases, with emphasis on customer involvement and communication.
9. To use informed reasoning to resolve tasks and problems at the lowest point of escalation whenever possible, but also identifies when to seek help on more complex problems to intermediate and/or senior level staff or team leadership.
10. To ensure verbal handoff of escalated issues by radio or phone call.  Timely escalation is important, particularly in regards to patient safety, high priority or high volume situations.
11. To coordinate dialogue between the customer and multiple vendors to resolve problems.
12. To contribute to knowledge base articles, creating and updating documents as needed to improve resolution rates for the department.
13. To communicate technical or complex terms and explanations in user friendly, non-technical language.
14. To serve as an expert resource for lesser ranked staff, helping to build the skill set of these assistants.
15. To deploy lesser ranked level staff for work appropriate to their skill level, creating time for the Analyst to perform more difficult tasks.
16. To provide the primary support role for offsite physician offices or a remote facility like Fayette or Pickens Hospital, remote physician offices or other remote locations.

 Other Requirements

• Maintains performance, patient and employee satisfaction as outlined in the performance evaluation.
• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, customers, and colleagues. Courteous, intelligent and timely communication skills are critical.
• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.
• Ability to be flexible with work schedule.
• Will participate in after hours and weekend on-call coverage.
• All other duties as assigned.

1. Associate’s degree + 4 years of IT experience.
   1. OR
2. Bachelor’s degree + 2 years of IT experience.
   1. OR
3. Master’s degree.
4. Inventory Asset Management or Mobile Device Operating System / Airwatch Professional certification preferred.
5. Relevant IT certifications can translate as additional years of IT work experience
6. Excellent written and verbal communication skills with the ability to make formal presentations required
7. Possesses excellent personal computer skills with experience in hospital or clinic applications
8. Exhibits strong interpersonal skills and abilities to deal effectively with all levels of personnel 
9. Must be able to read, write legibly, speak, and comprehend English

Demonstrates advanced-level skills in one of the following:

• Skill in  project management techniques, financial applications, clinical applications, Asset Management Applications or Mobile OS administration

Working Conditions:

PHYSICAL FACTORS

This role involves physical active work.  Lifting 55 pounds and lifting and/or carrying such articles as printers, paper boxes, PC's, ladders and telephone hardware including sets and distribution system materials.  This job involves standing, walking, climbing ladders, pulling cables, drilling holes, and other mechanical duties that require sound motor skills. Requires being able to stoop, kneel, and crouch downward and forward by bending legs and spine.  Employee should be able to reach and extend hands and arms in any direction, bending, crawling, and stooping.  Proper protective equipment will be provided as work environments can include new construction, existing office spaces/desks and medical treatment areas. Has the ability to travel to all Health System facilities. Hearing and vision must be normal or corrected to within normal range.  Employee is able to perform these duties with or without reasonable accommodation.

OTHER JOB FACTORS

• Work independently with attention to details
• Dependable, Initiative, analytical thinker
• Strong leadership skills