Job Details
Company
The Queens Health Systems
Job ID
138765
Job Title
IT Field Service Analyst I (Full-Time, 40, Day)
Full/Part Time
Full-Time
Location
Queen's Health Systems
Standard Hours
40.00
Favorite Job
Regular/Temporary
Regular
Shift
Day
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 Employment Opportunity
Equal Opportunity Employer / Disability / Vet
