IT Field Service Analyst I (Full-Time, 40 Hours, Day Shift)
Most applications go out cold — see where you stand first. No sign-up to start.
Don't just apply. Show up ready.
Olive works from this exact posting — no sign-up to start.
At a glance
Requirements
Credentials this posting asks for.
Job overview
The Queen's Health Systems is hiring an IT Field Service Analyst I (Full-Time, 40 Hours, Day Shift). The IT Field Service Analyst I provides Level 3 technical support to clients via email, phone, or in person, leveraging an advanced understanding of The Queen's Health Systems' technology and applications. This role involves diagnosing desktop computers, tablets, smartphones, network systems, and software applications, as well as leading issue resolution with IT resources and vendors. The analyst also leads root cause analysis for critical issues and contributes to the development of training and support policies.
Key focus areas include Utilize advanced understanding of QHS technology to provide Level 3 technical support, Diagnose desktop computers, tablets, smart phones, network systems and software applications, and Lead facilitation/coordination of decision making and issue resolution with IT resources and vendors.
Successful candidates bring Bachelor's In Information Technology and 3+ Years End User Support. Important skills include Technical Support, Diagnose Desktop Computers, Diagnose Tablets, Diagnose Smart Phones, Diagnose Network Systems, and Diagnose Software Applications. Preferred (not required): Supervisory Experience and Leadership Experience.
Skills & qualifications
Skills
Qualifications
Full job description
RESPONSIBILITIES
I. JOB SUMMARY/RESPONSIBILITIES:
-
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.
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:
-
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)
B. EXPERIENCE:
-
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.
Equal Opportunity Employer/Disability/Vet
You've read the whole posting — now see how you match it.