Thank you for your interest in ECU Health Careers!

In May 2022, we proudly announced our new brand: ECU Health.

Rebranding changes continue to unfold on our Careers website as we update the Talent Acquisition portals housed within. Throughout this process and into the future we remain committed to the communities we proudly serve. We’re excited for what it means for the future of health care in eastern North Carolina and for the incredible team members who are helping to make it happen.

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End User Support Analyst I

Job ID: 967354
Facility: ECU Health
Dept: End User Support
Location: Greenville, NC
FT/PT: Full-Time
Shift: Not Applicable
Reg/Temp: Regular
Date Posted: Nov 9, 2023

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Job Description

ECU Health

About ECU Health Edgecombe Hospital

ECU Health Edgecombe Hospital is a full-service, 117-bed acute care facility where residents of Tarboro and the surrounding communities can receive a wide range of health services close to home. As part of the ECU Health system of care, the hospital offers high quality care provided by more than 20 medical specialists, rehabilitation services, a birthing center, a cancer center, outpatient clinics and more.



Ability to learn new skills quickly; Keen attention to detail; and Adept at multi-tasking such as concurrently managing multiple incidents, project tasks, or keep lights on maintenance activities.

Ability to identify, analyze and resolve incidents. Applies training and methodical approach to incident definition and resolution. Follow test plans and change management processes.

Supports the evaluation, testing, and implementation of defect patches, system upgrades and releases according to the Information Services support model and change control procedures.

Performs testing activities and assists users in the testing of all new systems and modifications completely before implementation into the production environment.

Performs a range of work activities in varied environments.

Plan, schedule and monitor own work within set timeframes. Demonstrates an organized approach to work and according to relevant regulations, standards and procedures.

Follow defined processes for the definition, production, and usage of data. Identify risks associated with managing or sharing our data. Utilize existing vendor supplied data definitions and (reporting) solutions before developing/recommending something new.

Understands and applies basic personal security practice and how own role impacts security and demonstrates routine security practice and knowledge required for own work.

Ability to document key data points and common support processes on technology managed directly or indirectly within IS i.e., SN KBs, dependencies, software versioning, workflows, build support documentation.
Manages individual work efforts and completes assignments that meets quality results and desired outcomes under limited supervision.

Follows methodology and procedures set by IS Project Management Office (PMO) and completes assigned tasks related to projects.

Identifies process and performance improvement opportunities to enhance team and departmental functions.

Actively promotes collaboration and accepts constructive coaching and mentoring from others.

Embraces opportunities for change and innovation. Regularly demonstrates dependability, self-direction and motivation to learn.
Understands the organizational strategic framework and how team goals accomplish those objectives.

Demonstrates commitment to learning by actively participating in department meetings, organizational training opportunities and career development goals.

Participates in external professional associations (user groups, etc.) to stay informed on industry trends and technology developments.
Accepts responsibility for own actions and decisions. Does not make excuses for errors. Acknowledges and corrects own mistakes, following the Just Culture Model. Understands the risks and consequences that errors in work could have on patient care and/or organizational finances.

Basic knowledge and demonstrates ability to follow ITIL service management practices (i.e. including Change, Incident, Problem, Service Level, Request, Asset, Release).

Understands the importance and role of governance and complies with incident and request responsiveness and adherence to Service Level Agreement (SLA) requirements to minimize business disruptions and safety risks.
Aware of how processes and systems affect the organization, what is or is not working as they perform work and deliver services.

Does not make assumptions. Uses applicable data and sources of information from organization, vendor or industry. Asks questions about the processes even if they have been in place forever.
Interacts with team members and customers in a courteous, respectful and reciprocal manner.

Develops effective working relationships with others.

Expresses thoughts and feelings openly with intent of making positive contributions to help the team and customers.
Uses active listening skills, using eye contact and asking questions to seek understanding versus making assumptions. Shows respect for others and their ideas. Uses caution with body language and tone.
Respects team processes and holds self personally accountable.

Promotes cooperation and commitment within the team by working collaboratively with others and supports team decisions. Shares expertise and draws upon other member's skills to improve team performance.

Builds working relationship with business partners, peers and vendors. Understands and collaborates on the analysis of needs and ensures they are being met throughout.

Acknowledges and celebrates the achievements of team and team members.

Minimum Requirements

High School Diploma (or higher)

At least one beginner level certification is required, or must be obtained within 6 months of hire: A+, Network+, Windows OS Fundamentals or other agreed upon exam

1-3 years of general experience working in a customer service oriented role or helpdesk type role

Knowledge of basic technology hardware, including desktops, laptops, printers, scanners and tablets

Analytical and problem-solving abilities

Ability to work in a team-oriented, collaborative environment

Ability to conduct research into a wide range of computing issues as required

Other Information

Location: Onsite-Edgecombe

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

Contact Information

For additional information, please contact:

Tara Gray, Talent Acquisition Manager

ECU Health Talent Acquisition

Email: [email protected]


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