IT Support Center Analyst I (Rotator) - Hybrid Work

Company: Queen's Health System
Location: Honolulu
Posted on: May 12, 2022

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