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.
