Job Details

RESPONSIBILITIES

I. JOB SUMMARY/RESPONSIBILITIES:

• Utilizes an advanced understanding of The Queen's Health Systems' (QHS) technology, applications, products and services to provide Level 3 technical support to clients via email, phone or in person.

• Diagnoses desktop computers, tablets, smart phones, network systems and software applications accurately and quickly in the presence of end users.

• Leads the facilitation/coordination of decision making and issue resolution with IT resources and vendors in resolving the most difficult IT systems and applications issues.

• Leads root cause analysis on Severity 1 issues.

• Leads the development and delivery of training, best practices, and support policies and procedures for customer support analysts and technicians.

• May supervise and direct work of assigned staff.

II. TYPICAL PHYSICAL DEMANDS:

• Continuous: seeing, speaking, repetitive arm/hand motions, sitting, static gripping of an object for prolonged periods.

• Frequent: standing, sitting, walking, finger dexterity, hearing.

• Occasional: stooping/bending, carrying usual weight of 12 pounds, reaching above shoulder level.

• Operates computer equipment and copy machines.

III. TYPICAL WORKING CONDITIONS:

• Not substantially subjected to adverse environmental conditions.

• Work schedule includes providing 24 hours/7 days a week support as required.

IV. MINIMUM QUALIFICATIONS:

A. EDUCATION/CERTIFICATION AND LICENSURE:

• Bachelor's degree in Information Technology (IT) or related field; or four (4) years IT experience may be substituted for educational requirement.

• Current certification in one (1) or more of the following preferred:

o Microsoft Certified Solutions Associate (MCSA)

o Microsoft Certified Solutions Expert (MCSE)

o Other application certifications (Peoplesoft, EPIC, etc.)

o HDI Support Center Manager (HDI SCM)

o ITIL Intermediate

o Application Lifecycle Management (MCSD)

o CompTIA Network o VMware Certi?ed Associate (VCA)

B. EXPERIENCE:

• In addition to the educational requirement, three (3) years end user technology support experience.

• Familiar with ITIL processes such as incident management, change management, software release management, asset management, HW/SW Standards, etc.

• Experience with desktop virtualization technologies such as Citrix XenDesktop, Citrix XenApp, VMWare View, or VMWare ThinApp.

• Strong problem solving, time management and interpersonal skills.

• Ability to maintain composure and customer focus while troubleshooting and solving technical/user issues.

• Prior supervisory/leadership experience preferred.

Equal Opportunity Employer/Disability/Vet