PHMC is proud to be a leader in public health. PHMC requires that all employees are fully vaccinated with the Covid-19 vaccine before the first day of employment. 

Position Summary:

This position represents a new senior role in the IT Systems Support group (ITSS). This new role, positioned between IT management and service desk staff is responsible for support leadership with regard to all PHMC applications and network systems. The candidate will need to work IT requests from business units related to the above-mentioned systems. This role is also responsible for developing and maintaining support procedures with ITSS leadership for the comprehensive support of PHMC systems. This includes research relating to new support and customer service methods, and technologies in support of the IT systems and PHMC users in general. Beyond the new research, the successful candidate will utilize established service desk software to track and solve widespread technical concerns raise by PHMC’s business units and organize workload. Candidate must have the ability to communicate effectively with team members and management in general and with direct regard to the progress of assignments, project task timelines, issues, and contingencies. 

 Work Schedule

This is a full-time exempt position with a regular work schedule of five days and 40 hours/week. Work Hours described as Monday through Friday, 8:30am – 5:00pm. This position may be required to work some evenings and Saturdays during peak periods. Work primarily performed at 1500 Market Street, Philadelphia, PA.

Responsibilities:

• Establish and implement training protocols for all service desk supported PHMC technologies
• Ensure all team resources follow change management procedures
• Participate in system reviews, analysis, and other process functions as required by management
• Performs support function according to change management process and procedures
• Responsible for setting support criteria and metrics to support management of the service desk workflow and performance management
• Responsible for working with project team, and the user community to confirm system functionality is operating efficiently and consistently
• Work with management to develop and maintain standard operating procedures (SOP) and service level agreements (SLA) with basic delivery estimates for common support tasks
• Responsible for the delivery of requested solutions in accordance with established SOP’s and SLA’s
• Communicates status through the support cycle reporting to the manager
• Periodically track the progress and quality of support work performed in the service desk ticketing application and other available tools
• Maintain accuracy for all time and work effort entered in service desk application related to supported systems
• Communicate ideas for improving department processes with a positive and constructive attitude while working to develop this attitude in others
• Keep IT management and others informed about work efforts and challenges that may affect business relations
• Performs other related duties as required by management

Experience:

• Five to Eight years of professional IT helpdesk or customer support experience required
• Clear understanding of the hardware, software, and application error handling 
• Excellent organizational skills, attention to detail and highly accurate work
• Excellent communication skills
• Physical Requirements: Normal office environment

Education Requirement:

• Bachelor’s degree in technology major from an accredited institution of higher learning or equivalent experience required
• Information Technology related certifications preferred
• ITIL certification would be beneficial

Supervisor:

This position reports to IT Systems Support Manager and ultimately the Managing Director of Information Technology

Salary Grade:

• Commensurate with education and experience
• Grade 18