Analyst, Technical Support
Location: Lenexa, Kansas
Description: Children's Hospital Association is looking of Analyst, Technical Support right now, this vacancy will be placed in Kansas. For detail informations about this vacancy opportunity kindly read the description below.
WHO WE ARE
CHA advances child health through innovation in the quality, cost and delivery of care. Representing 220 members, CHA is the voice of our member hospitals nationally. These hospitals are essential providers, setting the standard for the highest quality pediatric care while training the next generation of pediatricians. With its members, CHA champions policies that enable pediatric hospitals to better serve children; leverages its position as the pediatric leader in data analytics to facilitate national collaborative and research efforts to improve performance; and spreads best practices to benefit the children of our nation. CHA has offices in Lenexa, KS and Washington, DC.
JOB SUMMARY
The technical support analyst is responsible for supporting users in all IT related activities and initiatives related to computer systems, hardware, and software. This position is responsible for providing a high degree of customer support to every staff member within the association.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer Support
- Support users of IT department technology (including telephony). Respond in a timely manner to problems and issues reported by users and treat every IT customer with dignity and respect. Work well under stress in a fast paced environment.
- Provide support for Help Desk tickets and related issues. Enter all problems and updates into the problem tracking system. Monitor Help Desk tickets and provide confirmation to users. Ascertain ticket severity and assure timely assignment or escalation to the proper support group. Use troubleshooting techniques and support scripts to resolve as many issues as possible before assigning tickets to a 2nd tier support group.
- Work with supervisor to utilize, optimize and maintain call center technologies supporting the helpdesk. Maintain documentation for all processes related to the Help Desk.
- Work collaboratively with team members within the Help Desk, IT, and other departments to effectively resolve issues in a timely manner.
- Effectively display empathy when dealing with our IT cust omers in all situations.
- Be attentive and actively listen to customers in order to provide exceptional customer service and support.
- Able to manage time appropriately when dealing with and solving technical support issues
INSTALLATION AND PROBLEM RESOLUTION
- Identify, research, and resolve a wide variety of technical issues logged by users in KC and DC offices as well as remote users.
- Take ownership of problems and work through complete and effective resolutions.
- Provide end-user support for all computers and peripherals, including printers, monitors, etc.
- Configure hardware/software, including desktop computers, laptops, and desk phones for new users and work with supplier or vendor when servicing required.
- Troubleshoot cellular and WiFi device issues.
TRAINING AND CONFERENCE SUPPORT
- Setup and support audio-visual technology as needed for internal and externa l conferences and meetings, including video conferencing equipment, laptops, and conference-specific hardware and software.
- Maintain knowledge of current audio-visual technologies. Engage in ongoing training to maintain proficiency
Required Experience:
EDUCATION:
Any combination of education and experience providing the required skill and knowledge is qualifying. Typical qualifications would be equivalent to:
- High school diploma or equivalent required. Additional education via college coursework or business school preferred.
EXPERIENCE AND SPECIAL SKILLS:
- 3+ years experience in supporting desktop solutions or similar helpdesk role
- Strong background with Windows 10 Operating System
- Experience with Support Center Configuration Manager (SCCM)
- Experience with supporting Office 2016 and Office 365
- Ability to deploy desktop/laptop computers uti lizing SCCM
- Experience building and deploying desktop/laptop images
- Experience supporting common user peripherals (MiFi devices, cell phones, etc.)
- Ability to train others on new technology
- Ability to work independently within a team environment
- High degree of personal initiative and self-motivation
- Excellent verbal and written communication skills
- Experience documenting & defining policies and procedures
- Strong organizational skills; attention to details
- Internet knowledge; proficiency with web browsers
- Proficiency in Microsoft Office products
- Experience with Active Directory
- Experience with HP hardware (laptops/desktops) desirable
LICENSES/CERTIFICATIONS
A+ Certification (MSCE preferred)
PHYSICAL REQUREMENTS:
- Extensive periods of sitting and keyboard/computer work
- Communicates in person and over the phone< /li>
- May on occasion be required to lift packages up to 25 lbs.
- Travel: Up to 10%
- General office environment
- Regular and predictable attendance
Visa sponsorship is not available for this position.
Keyword: Analyst, Technical Support
From: Children's Hospital Association
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This vacancy will be opened on: Fri, 13 Apr 2018 01:16:02 GMT