CURRENT EMPLOYEES: Please apply via the internal career site by logging into your Workday Account ( https://www.myworkday.com/archildrens/ )and search the "Find Jobs" report.
CC017129 Information Technology Security and Support
This is a key position to the success of the ITO Help Desk. This positron has the primary responsibility of managing large and highly complex projects undertaken by the group, architecting solutions, removing roadblocks, and ensuring that time lines are communicated and met. The role manages and coordinates members of the department. This position will work closely with the Desktop Support Manager in many areas such as setting policies/procedures, preparing annual budgets, writing documentation and customer support. The Team Leader has and is expected to perform skill specialties at a high level in areas such as hardware and software development, project management, and have a keen understanding of the databases that support PUSH technology (Microsoft, Frontrange DSM, VMware, Citrix, etc.) to the desktop. Working with other members of ITO Help Desk, this position is responsible for the leadership and direction of the Desktop Support Coordinators. This includes working with the group to determine system specification, establish and monitor project milestones, coordinate contact with customers, take a lead role in establishing system architecture, and oversee implementation. The team leader will make use of strong interpersonal skills to organize and manage project activities, as well as performing tasks such as system design, training, implementation and maintenance at some level in order to work with and understand issues faced by other members of the project group. This position will also provide senior level support to Desktop Support team when necessary.
PRIMARY DUTIES AND RESPONSIBILITIES
1. Be the Senior Team Leader
Serve as backup for Help Desk Manager when necessary.
Review and monitor Desktop Coordinator's progress on assigned projects and task.
Coordinate and manage project meetings and activities.
Lead deployment initiatives and provide guidance/assistance to all helpdesk team members.
Maintain knowledge of current and future technologies by attending support conference, training labs, reading, and experimentation with new technologies in the workplace.
Highlight new technologies that have a potential to impact ACH and educate other members of the group.
Develop creative and innovative initiatives to improve the services offered by the department.
Participate in budget development for area.
Develop policies and procedures that support the department and ACH goals and objectives.
When appropriate meet with Desktop Support Coordinators.
2. Provide Project Management
Serves as Senior Level team lead for IT related projects as assigned by the Desktop Support Manager and provides regular status reports.
Performs research and analysis for Desktop/Network projects, documents detailed technical recommendations, and provides project scope, implementation plans and resource management.
Coordinate and manage project meetings and activities.
Assigns individual responsibilities of team members and establish deadlines for each determine and acquire resources needed.
Remains current and knowledgeable about emerging technologies that relate to ACH's present and future needs and makes recommendations to management for potential improvements/projects. (i.e. Virtual Technologies, Cloud Technologies, Wireless Technologies, cost savings opportunities, etc. ) .
Must be proficient with ACH hardware lifecycle management software which includes packaging/deployment tools that use PUSH technology.
Successfully coordinates/performs new/replacement desktop hardware installs( PC, Laptop, printers and peripherals.)
3. Maintains Desktop Systems and Network Support
Installs, Maintains, and supports Desktop/network hardware and software.
Identifies diagnoses and resolves Desktop/Network issues in a timely manner.
Provides technical support to the Desktop Support staff when needed to help resolve difficult Help Desk Issues.
Participates in the 24 hour on call rotation when necessary.
Participates in the Help Desk phone coverage as needed.
4. Promotes and Delivers Excellence in Customer Service
Interacts with Customers in a professional and knowledgeable manner.
Maintains a high quality of service to our customers.
Promotes a good image for the hospital.
Is helpful and understanding when dealing with Help Desk Issues.
5. Professional Performance
Seeks new challenges and is self-directed in identifying resources, while learning activities to enhance competence and consistently demonstrates that new knowledge and skills gained from training are incorporated into actual practice.
Shows consistent leadership qualities when monitoring the work of the Desktop Coordinators.
Recognizes areas for improvement to departmental processes and makes recommendations.
Completes assignments within deadlines on a consistent basis.
Required - Bachelor's degree from four-year college or university - Field of Study: Information Technology or related field , or Or four years related experience and/or training; or equivalent combination of education and experience.
Required - 2 years total experience required, which includes 1 year of Desktop Support Coordinator experience, which includes 2 years of Working with Computers experience, which includes Includes the need of previous customer support and phone communication skills within a technical environment. experience, which includes Help Desk Experience experience, which includes Project Management Skills experience, which includes Knowledge of Pc's Printers, and networking as well as hardware and software support qualifying experience. experience, which includes which includes knowledge and experience working with PUSH Technology such as SMS, SCCM, or DSM. experience
Preferred - Project Management experience preferred
CERTIFICATION / LICENSE / REGISTRY REQUIREMENTS
Preferred - A+ Certification
Required - Must have thorough knowledge of Pc's and Printers and Networking.
Required - Typing speed of 30wpm or faster
Required - Must have strong documentation skills
Required - Must have good interpersonal skills with a focus on rapport-building, listening, and questioning skills.
Required - Must have support level knowledge of all Microsoft Office Suite products.
Required - Keen attention to detail
Required - Good written and oral communication skills