Vacancy expired!
- This is a support position for problem resolution and providing technical recommendations for more complex problems.
- Participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix).
- At this level, assignments may be complex in nature where judgment will be required in problem resolution and training end-users.
- Responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies.
- Responsible for resolution of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals.
- Provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers.
- Document in detail the request and incident resolution and track hours worked in the help desk ticketing system and provide the customer with status updates.
- Exercise sound judgment and prioritization and reorganization of customer requests. Incumbent must be flexible with scheduling and willing to work nights and weekends.
- Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action.
- Experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment and/or equivalent experience/training.
- Demonstrated expert proficiency supporting MS Windows XP, Windows 7, Windows 10, Macintosh OS X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook.
- Ability to act as a Desktop Hardware & Software consultant helping customers purchase the appropriate Hardware & Software for their needs.
- Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments.
- Demonstrated skill in configuring, troubleshooting, and supporting escalated end user client systems including desktop, laptop, and mobile computing devices Windows, Macintosh, Android and iOS.
- Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Ability to follow Desktop Support process in an enterprise environment such as, Customer Onboarding, Desktop engineering tools and services, financial management Policies and Service, Security processes & tools, and Customer Outreach & Tools.
- Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. High degree of collaboration skills and the ability to work well in small teams and cross functionally. Knowledge of Collaboration tools & Service.
- Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.
- Advanced skill at creating technical documentation for complex processes and applications.
- Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. Ability to develop and deliver advanced desk-side training, basic desk-side training, basic group training.
- General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.
- Demonstrates problem-solving skills. Excellent customer service skills.
- Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.
- Effective skills at technical and administrative work direction, and proficiency in project management basics.
- Demonstrated judgment to delegate / escalate issues appropriately. High degree of self-motivation and flexibility. Must be exceptionally resourceful, detail-oriented, and have outstanding organization skills. Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
- Understanding of IT Service Management, incident, and request management with-in an Enterprise environment
- Ability and flexibility to support a 7x24 clinical environment with potential on-call responsibilities.
- Relevant technical certification preferred (Microsoft, Apple, A+, PMP, ITIL, MCP, MSCE, MCSA, CCNA, HDI, etc.).
Vacancy expired!