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IS Support Analyst III

Philadelphia, PA, US, 19104

Job Type: 

Req ID: 23924

Shift: Rotating

Employment Status: AF - Active - Regular - Full Time 

Job Summary

  1. Performs advanced IS End User Device (EUD) support functions, acting as a subject matter expert in at least 2 key EUD functions with minimal supervision.
  2. Using available support tools and technologies provides advanced problem resolution and proactive problem direction.
  3. Serves as the onsite desktop subject matter expert for the IS Department and acts as a liaison where needed between the client community and the rest of the IS Department.
  4. Initiates problem bridge lines and functions as the problem coordinator during scheduled and unplanned downtime events both during and after hours.
  5. Serves as the EUD Subject Matter Expert during project Planning and go-live events to prepare for operational transitions.
  6. Leads in the development, testing and implementation of EUD standards, processes, and systems required to deliver consistent high quality customer service.
  7. Key criteria are SLAs responsiveness, problem avoidance and management, cost effectiveness and standardization.
  8. Manages the demands of multiple constituencies, defines priorities, and sets appropriate expectations as well as strong organizational qualities in all aspects of work, including coaching and guiding Level I and II staff.

Job Responsibilities

A Support Analyst III is a senior contributor with similar responsibilities as the Support Analyst II, but with a greater degree of complexity.  A Support Analyst III may be involved in some leadership activities.  A Support Analyst III also:

  1. Leads small EUD projects through completion.
  2. Guides Levels I and II Technicians, Service Desk Analysts and contractors.

Job Responsibilities (Continued)

Due to the 24/7/365 nature of the hospital environment, the team shares a 24/7 coverage rotation.  At times, you will be asked to cover all shifts - day, evenings, nights, weekend, holidays, etc.  

Required Licenses, Certifications, Registrations

A+ Certification

Required Education and Experience

  • High school degree required
  • Minimum 5 years experience providing EUD support, Service Desk support or equivalent experience/knowledge

Preferred Education, Experience & Cert/Lic

  • ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark & Lenovo Self Maintainer
  • Some College preferred.
  • Technical School Diploma or equivalent preferred.

Additional Technical Requirements

  1. Able to perform effectively with little direct supervision
  2. Customer service oriented team player with excellent communication, documentation, organizational, problem solving, written and verbal skills.  Must have the ability to develop, test and document technical steps and procedures.
  3. Ability to utilize systems analysis techniques and procedures to determine proper hardware, software or system functional specifications
  4. Ability to understand, analyze and resolve problems, while on the phone or on-site with user.
  5. Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc.  Working knowledge and understanding of issues inherent to Microsoft software including, but not limited to security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
  6. Ability to analyze and solve technical problems by investigating, developing and implementing potential solutions using troubleshooting skills
  7. Working knowledge of the TCP/IP protocol suite.
  8. Must have the ability to work in a high-pressure fast paced environment.
  9. Must have the ability to work day shift, nights and/or weekends when needed.
  10. Medical terminology helpful and previous medical EUD or Service Desk level 2 support background preferred.
  11. Ability to manage the demands of multiple constituencies, define priorities, set appropriate expectations as well as strong organizational qualities in all aspects of work including coaching and guiding Tier 1 EUD technicians, Service Desk Analysts and contractors.
  12. Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
  13. Must be familiar with standards and trends in the industry in relation to EUD technologies and related IT practices, policies and processes.

All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.

Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products or nicotine in any form and a negative nicotine screen (the latter occurs after a job offer).

Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

VEVRAA Federal Contractor/Seeking priority referrals for protected veterans.  Please contact our hiring official with any referrals or questions.

CHOP Careers Contact 

Talent Acquisition

2716 South Street, 6th Floor

Philadelphia, PA 19146 

Phone: 866-820-9288 

Email:TalentAcquisition@email.chop.edu

 

 

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