Job Details
Company
The Queens Health Systems
Job ID
139456
Job Title
IT Field Service Analyst II (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 a solid understanding of The Queen’s Health Systems’ (QHS) technology, applications, products and services to provide Level 2 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.
• Uses problem solving skills to find solutions to moderately complex hardware issues. Escalates issues to the next level of support as needed.
• Assists with root cause analysis.
• Evaluates new hardware and develops/tests solutions for new applications.
• Assists in the development and delivery of training, best practices and support 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 HDI Desktop Support Technician (HDI DST)
o CompTIA Healthcare IT Technician
o CompTIA Mobility
o Microsoft Certi?ed Solutions Associate (MCSA)
o Microsoft Certi?ed Trainer (MCT)
B. EXPERIENCE:
• In addition to the educational requirement, two (2) 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.
Equal Employment Opportunity
Equal Opportunity Employer / Disability / Vet
