IT Support Center Analyst I (Rotator) - Hybrid Work

Company: Queen's Health System
Location: Honolulu
Posted on: May 13, 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

Keywords: Queen's Health System, Honolulu , IT Support Center Analyst I (Rotator) - Hybrid Work, Professions , Honolulu, Hawaii