IT Field Service Analyst I (Full-Time, 40 Hours, Day Shift)

• Utilizes an advanced understanding of The Queen’s Health Systems’ (QHS) technology, applications, products and services to provide Level 3 technical support to clients via email, phone or in person.

• Diagnoses desktop computers, tablets, smart phones, network systems and software applications accurately and quickly in the presence of end users.

• Leads the facilitation/coordination of decision making and issue resolution with IT resources and vendors in resolving the most difficult IT systems and applications issues.

• 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.

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 Microsoft Certified Solutions Associate (MCSA)

o Microsoft Certified Solutions Expert (MCSE)

o Other application certifications (Peoplesoft, EPIC, etc.)

o HDI Support Center Manager (HDI SCM)

o ITIL Intermediate

o Application Lifecycle Management (MCSD)

o CompTIA Network o VMware Certi?ed Associate (VCA), * In addition to the educational requirement, three (3) years end user technology support experience.

• Familiar with ITIL processes such as incident management, change management, software release management, asset management, HW/SW Standards, etc.

• Experience with desktop virtualization technologies such as Citrix XenDesktop, Citrix XenApp, VMWare View, or VMWare ThinApp.

• 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.