Desktop and Pharmacy Systems Support Analyst (San Mateo) - (LP31151-1742-CA)

Job Title: Desktop & Pharmacy Systems Support Analyst


Summary:

The Desktop & Pharmacy Systems Support Analyst is responsible for maintaining day to day technical operations within the pharmacy and resolving pharmacy specific issues as well as general desktop issues. The candidate must have strong production support skills and be able to act as a key player in the day to day technical operations of the Pharmacy. They must poses excellent troubleshooting and customer service skills with the ability to communicate effectively.


This is a full-time position that will require some on-call support. 30% travel is required.


Qualifications:


Knowledge, Skills and Abilities

1) Highly responsible, with a strong work ethic and commitment to excellence

2) Must be able to work in a fast paced environment with changing priorities

3) Awareness of production support best practices and methodologies

4) Ability to learn and apply new technologies quickly and effectively

5) Must be able to "champion" issues and drive them to resolution

6) Excellent written, organizational, communication and customer service skills

7) Ability to research and resolve issues escalated due to complexity and/or time restrictions

8) Must work well in a multi-task environment

9) Must be a self-starter, with the ability to establish priorities

10) Troubleshooting and analytical skills to work through issues

11) Strong skills with supporting Win 2000 & XP, MS Office, Local Area Networks, printers and other peripherals, telephony (Cisco Call Manager, VOIP) remote assistance, Outlook Email, etc.

12) Ability to assist customers remotely over the phone or via remote control software


Experience

1) Min 2 years supporting a production environment

2) 2 years helpdesk/customer service experience

3) HDI or A+ certification preferred

4) MCSE preferred

5) Pharmacy experience highly desired


Education

1) Min Associates degree, Bachelors degree preferred in Computer Science

2) Technical schooling required if degree is not in Computer Science


Essential Job Functions:

1) Act as initial escalation path for pharmacy operation issues that require advanced troubleshooting

2) Troubleshoot and resolve desktop, software, hardware, peripheral, telecom, network and pharmacy application issues

3) Accurately and thoroughly record information into ticket tracking software

4) Escalate problems as needed to other 2nd and 3rd level support groups, as well as external vendors

5) Work closely with other 2nd and 3rd level support groups and vendors to research, document and resolve issues affecting pharmacy systems and end users

6) Update tickets, provide status updates and follow up on resolutions with pharmacy staff

7) Identify and create documents for knowledgebase


DaVita Inc. is the largest provider of dialysis services in the United States for patients suffering from chronic kidney failure, also known as end stage renal disease, or ESRD. We currently operate or provide administrative services to approximately 1200 outpatient dialysis centers located in 41 states and the District of Columbia, serving approximately 94,500 patients.

All this makes us the largest independent provider of dialysis services in the United States. Though we're proud of this standing, we have set our sights on a higher goal. We want to be the greatest dialysis company the world has ever seen. And we're accomplishing this through a shared commitment to our mission and values.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks. For more information about DaVita visit our website www.davita.com




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