Date Posted: 
Wednesday, December 22, 2021
Opportunity Type: 
Coldwater, Ohio

Information Technology Support Analyst


Position Summary:

This is a full-time exempt position.  The Support Analyst will provide support to end users on a variety of issues with a strong commitment to Customer Service.  Identifies researches and helps resolve technical problems.  Documents, maintains, analyzes, troubleshoots, and repairs personal computers, peripherals, located at the site within the timeframe of the current service level agreement.  Tracks and monitors problems to ensure a timely resolution.  Has knowledge of commonly used concepts, practices, and procedures within a particular field.  Will provide support in the development and communication of technical programs as they relate to initiatives within the hospital and will be responsible for project management of said initiatives requiring exercising independent judgment and initiative. This position will require some flexible schedule hours and on call rotation for after-hours support. This position reports to the Director of Information Technology.



The following responsibilities are general duties that a particular employee in this position may or may not be required to perform.  The actual duties required of this position will vary.


  • Resolves basic client problems and concerns associated with supported hospital Information Systems using instructions and pre-established guidelines.
  • Answers and conducts help desk calls in a professional manner.  Demonstrated helpfulness and client service.
  • Logs client and problem information as required into a problem management database following defined procedures and guidelines.
  • Strives to continuously improve client satisfaction by providing great services and satisfactory answers and resolution of problems.
  • Continually improves problem resolution capabilities by reading and understanding current support procedures, documentation, and other materials related Mercer health Information Systems.
  • Initiates corrective action in response to requests for assistance or service and tracks the resolution among a variety of functional areas.
  • Works closely with the IT department to ensure problems are resolved to the client’s satisfaction. 
  • Identifies reoccurring and potential problems, and recommends procedures and controls to correct the problems.
  • Provides work coverage for other staff positions as needed.


Qualifications and Experience:

  • Degree in Computer Science or related field required; B.S. degree preferred.
  • Microsoft MCP, Cisco CCNA, Comp TIA Network+ or A+ is preferred or equivalent work experience required.
  • Must be able to work independently with general supervision and as a member of a team.
  • The ability to work with business and system owners to obtain and document requirements.
  • Must possess excellent problem solving skills, and the self-motivation to improve skills.



REPRESENTATIVE Machines, Tools, Equipment and/OR Software USED:

The following machines, tools, equipment and/or software are commonly, but not always, associated with the performance of this position.  Actual machines, tools, equipment and/or software used will vary.


  • Office equipment including, but not limited to, computer, phone, scanner, fax machine, copier and calculator                    



The following environmental/atmospheric working conditions are commonly, but not always, associated with the performance of this position.  The actual working conditions will vary.


  • Work is performed in an office environment. While performing the duties of this job, the employee may be subject to repetitive motion such as typing, data entry and vision to monitor. May be subject to bending, reaching, kneeling, stooping and lifting.
Expire Date: 
Full Time - Day Shift

Contact us at
Fax: 419.678.5674
Mail: attn: Human Resources
Mercer Health
800 West Main St.
Coldwater, OH 45828