Employment Type:

Full time

Shift:

Day Shift

Description:

POSITION PURPOSE

Leads a team of client technologies analyst(s) and technician(s) by making work assignments, monitoring work queues and coordinating activities among TIS  teams.  Directs projects in areas of responsibilities.  Provides analytical and technical expertise in the planning, design and installation of new and existing desktop systems.  Provides senior level support of all desktop and network hardware and software applications.  Acts as the expert information source on product evaluation, selection, deployment, and use.

ESSENTIAL FUNCTIONS

• Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.

• Leads team of client technologies analyst(s) and technician(s) by assigning work, setting priorities, reviewing work queues and coordinating efforts among IS teams.  Performs QA on work performed by team.

• Directs projects in areas of responsibilities effectively.

• Provides analytical and technical expertise in the planning, design and installation of new and existing desktop systems.

• Provides expert level support of all desktop and network hardware and software applications.  Acts as an expert information source on product evaluation, selection, deployment, and use.

• Evaluates, selects, and utilizes new, advanced support tools, applications, and research to provide solutions to complex hardware and software issues.

• Provides proactive and advanced troubleshooting and analysis.

• Leads technical participation in and support of customer projects, evaluation and deployment of new technologies, and implementation/configuration of applications, and may lead desktop and network based systems designs and projects.

• Understands and accounts for interactions between technologies and applications across service lines, and develops integration, migration, and/or contingency plans.

• Assists in technology strategic planning and budgeting, maintenance of technical documentation, and identification of process improvement opportunities.

• Provides consultation to IS users for all aspects of end-user computing and desktop-based LAN systems software.

• Responsible for documenting solutions to problems, trouble-shooting techniques and developing end-user guidelines.  Recommends changes based upon history and experience.

• Coaches and mentors others in their work efforts.

• Participates in on-call support rotation as specified by management.

• Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Systems or related field or an equivalent combination of education and work experience.

• Five (5) or more years of hands on experience with knowledge of installing complex applications, hardware and troubleshooting techniques required or demonstrated proficiency in these areas.

• Microsoft and Personal Computer Certifications (A+, Network+, MCDST, MSP) or equivalent work experience.  MSCE certification preferred.

• Advanced skills with Microsoft desktop operating system / applications installation and support (Microsoft Office and Outlook).

• HP Desktop and Laptop Certification or equivalent work experience.

• Experience on multiple platforms including concepts of networking (LAN and WAN) and IS best practices.

• PC Imaging experience.

• HP / Lexmark printer experience.

• Team leading experience preferred.

• Training / mentoring experience preferred.

• Excellent communication and interpersonal skills.

• Excellent oral and writing skills for client communication and system documentation.

• Ability to troubleshoot software and hardware malfunctions.

• Ability to remain calm, helpful and productive in all situations. Ability to remain cool, calm and collected under pressure.  Viewed as the voice of reason during difficult situations.

• Ability to resolve multiple customer issues simultaneously.

• Adept at multi-tasking.

• Must be comfortable operating in a collaborative, shared leadership environment.

• Must