RESPONSIBILITIES I. JOB SUMMARY/RESPONSIBILITIES: • Utilizes a solid understanding of The Queen’s Health Systems’ (QHS) technology, applications, products and services to provide Level 2 application support to clients via phone or email. • 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. • Assists with root cause analysis on Severity 1 issues. • Supports the facilitation/coordination of decision making and issue resolution with IT resources and vendors. • Assists in the development and delivery of training, best practices and support policies and procedures for customer support analysts and technicians. 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: • Associate’s degree in Information Technology (IT) or related field; or two (2) 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.) B. EXPERIENCE: • In addition to the educational requirement, one (1) year IT support experience. • 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. • Experience with Electronic Medical Record (EMR)/EMR Help Desk preferred Equal Opportunity Employer/Disability/Vet