IT Support Center Analyst I (Rotator) - Hybrid Work
Company: Queen's Health System
Location: Honolulu
Posted on: May 12, 2022
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Job Description:
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 application support to clients via phone or email.--- -
Leads the facilitation/coordination of decision making and issue
resolution with IT resources and vendors in resolving the most
difficult applications issues.--- - 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.--- - 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 - Comp TIA A+/IT Fundamentals - o -
Microsoft Technology Associate (MTA) - o - Microsoft Certified
Solutions Associate (MCSA) Windows 2012 - o - Other application
certifications (Peoplesoft, EPIC, etc.)B. EXPERIENCE:--- - In
addition to the educational requirement, three (3) years experience
in an IT support or engineering role.--- - 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.--- - Prior
supervisory/leadership experience preferred.--- - Experience with
Electronic Medical Record (EMR)/EMR Help Desk preferred. Equal
Employment Opportunity Equal Opportunity Employer / Disability /
Vet#queens4 PandoLogic. Keywords: Help Desk Analyst, Location:
Honolulu, HI - 96849
Keywords: Queen's Health System, Honolulu , IT Support Center Analyst I (Rotator) - Hybrid Work, Professions , Honolulu, Hawaii
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