IT Support Center Analyst II

RESPONSIBILITIES

I. JOB SUMMARY/RESPONSIBILITIES:

• Utilizes a solid understanding of The Queen's Health Systems' (QHS) technology, applications, products and services to provide Level 2 application support to clients via phone or email.

• Accurately and quickly triages issues to determine if they are hardware, network or application related and escalates as necessary.

• Explains diverse technical topics in easy-to-understand language. Provides one-on-one training to end users as needed.

• Assists with root cause analysis on Severity 1 issues.

• Supports the facilitation/coordination of decision making and issue resolution with IT resources and vendors.

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

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:

• Associate's degree in Information Technology (IT) or related field; or two (2) 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.)

B. EXPERIENCE:

• In addition to the educational requirement, one (1) year IT support experience.

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

• Strong customer service skills with the ability to assist customers over the phone in a professional and courteous manner.

• Strong problem solving, time management and interpersonal skills.

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

• Experience with Electronic Medical Record (EMR)/EMR Help Desk preferred

Equal Opportunity Employer/Disability/Vet