Client Systems Team Lead

Under direct supervision, is responsible for assisting with the daily oversight and management of the Client Systems Team, serving as a point of escalation and subject matter expert on the IT needs for the enterprise work systems to include GBMC, Gilchrist, and Health Partners. This position also assists with project management on strategic project initiatives in multiple work systems. The Lead is responsible for providing desktop and other client hardware, software and system support for enterprise users of IT systems including GBMC, Gilchrist and Health Partners. At this level, support calls may be complex in nature and requires the application of technical and organizational knowledge as well as sound judgement to address a wide variety of technical issues. This position requires the Lead to balance technical knowledge with a high level of customer service and judgement drawn from professional experience and understanding of organizational needs. The Lead will resolve complex Client Support requests, escalated support tickets and provide direct support for organizational projects. The Lead will apply advanced technical knowledge and customer service to resolve issues and take ownership to ensure SLA standards are met. Client system administration will include but is not limited to: System Center Configuration Manager (SCCM), DUO, Citrix XenDesktop, Wyse Device Manager (WDM), Active Directory Group Policy & Policy Preferences (GPO, GPP), inventory management systems. This position also requires work with Client Systems Administrators on updating MECM, GPO policies, and patching where necessary.

Education:
Bachelor’s degree or equivalent and/or IS industry certifications preferred
 

Licensure:
CompTIA A+, ITIL, MCDST, HDI, MCPID, Citrix Xen App/Desktop, PMI/PMP or other IT certifications preferred
 

Experience:
4 years of experience with IT support preferred, Healthcare IT experience is beneficial; Project Management experience is beneficial
 

Skills:
• Proficiency with Windows in a networked environment
• Proficiency with client hardware including desktop, laptop and mobile device support
• Knowledge of enterprise systems and customer support
• Strong communication, documentation and problem-solving skills
• Knowledge of SCCM, GPO, Citrix, AD and advanced client systems preferred
• Demonstrated proficiency with incident management

Patient & Workplace Safety: 

• Employee has knowledge and understanding of patient and workforce safety as it relates to job duties. 

Patient Population: 

• Demonstrates competency in the delivery of care and applies the knowledge to meet age-specific needs if applicable. 

Principal Duties and Responsibilities:
• Serves as the Lead for the department, providing direct oversight and management of the Client Systems Analysts.
• Assists with strategic initiatives including enterprise projects including, hardware, software, and construction
• Delegates duties and tasks within the department.
• Monitor team member progress and performance, providing support and assistance where needed
• Administers client support systems and hardware; Maintains existing systems and designs and implements new systems.
• Provides education, training and mentoring for Service Desk staff
• Responsible for developing solutions for complex client support needs
• Customer service focus, responsible for ensuring ticket SLAs compliance and escalation needs
• Resolves escalated Service Desk and Client System support tickets and provides Service Desk escalation support that is not resolvable at the tier I, II or III levels
• Provides IT project implementation support for client systems as required
• Evaluates customer needs and makes technical recommendations that comply with current enterprise IT standards and technical guidelines
• Develops and maintains support documentation for client systems
• Administers and develops enterprise client system standards and support implements deployed support process
• Administers and develops enterprise client system standards and support implements deployed support process
• Administers software and hardware inventory management system
• Installs, upgrades and maintains hardware and software for client systems: operating system, drivers, patches and other application components for client platforms
• Assists in testing and evaluating new or proposed software programs and hardware platforms
• Provides On Call support, 24x7 and escalated support as needed; provides Service Des