What are the responsibilities and job description for the IT Support Center Analyst II (Full-Time, 40 Hours, Shift Varies) position at Queens Health Systems?
Apply for Job Job ID 155804 Location Queen's Health Systems Full/Part Time Full-Time Regular/Temporary Regular Starting Pay $28.96 to $35.19 hourly rate The starting pay displayed above may be higher commensurate with experience, or subject to the provisions of the applicable collective bargaining agreement. Add to My Favorite Jobs Email this Job
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:
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:
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:
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:
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 Employment Opportunity
Equal Opportunity Employer / Disability / Vet
Salary : $29 - $35