Under general supervision, responsible for distribution of service requests, including next tier support for complex service requests. Under general supervision, responsible for distribution of service requests, including next tier support for complex service requests.
What you'll do:
Design, evaluate, develop and manage end user experience with client devices.
Provide positive customer experience with each customer interaction.
Design, manage, and support end user environment, including request management, incident resolution, access control, patch management, automation, device imaging, software deployments and third-party vendor support in order to meet delivery timelines, service level agreements and customer expectations.
Communicate accurately, timely and clearly with all stake holders in support of the end user environment.
Develop and maintain an inventory of all site computer equipment used to support end users.
Maintain accurate documentation related to incidents, service requests, inventory and projects in appropriate systems.
Prepare maintain, and uphold procedures for logging, reporting and statistically monitoring end user environment.
Investigate, recommend and utilize technology to improve and automate management of end user environment.
Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
Assist in testing, evaluation and selection of infrastructure and applications.
Analyze business needs and recommends ways to optimize end user hardware and software resources in achieving business objectives.
Train end users in appropriate use of technology.
Mentor and train other members of the team in supporting and improving end user experience.
What you'll need:
In-Depth knowledge of the principles of personal computer hardware, windows operating system, and office automation.
Strong knowledge of domain architecture.
In-depth knowledge and understanding of networks, network protocols, and connectivity and security principles.
In-depth knowledge and skill on current and emerging utilities and solutions such as desktop management tools, system diagnostic and software troubleshooting.
In-depth knowledge of deploying and troubleshooting office applications.
Produces work that is accurate and complete.
Produces the appropriate amount of work.
Actively learns through experimentation when tackling new problems, using both successes and failures to learn.
Rebounds from setbacks and adversity when facing difficult situations.
Knows the most effective and efficient process to get things done, with a focus on continuous improvement.
Interpersonal skills - interacts effectively with individuals both inside and outside of HPSJ; relates openly and comfortably with diverse groups of people.
Strong communication skills, including the ability to communicate professionally and effectively to diverse individuals inside and outside of the organization, and effectively explain complex information.
Strong research and problem solving skills.
Time management and organizational skills. Uses time effectively and efficiently. Values time. Concentrates his/her efforts on the more important priorities. Can attend to a broader range of activities. Meets deadlines.
Strong customer service skills.
Strong collaboration skills.
Ability to work independently and as part of a team.
Basic negotiation and conflict resolution skills.
Ability to speak and be understood in English.
Ability to handle confidential information with appropriate discretion.
Knowledge of healthcare specific computer hardware and software.
What you'll need:
High school diploma or equivalent; and
12 units of coursework in computer science or closely related; and
At least 5 years of experience working and supporting computer systems in a network environment and peripheral data processing equipment.
Bachelor’s Degree in computer science or closely related.
Experience in a health care environment.
Licensure, Certification, Registration
Microsoft Certified Associate, A+, Network +, Security +