IT Support Center Analyst II - IT Infra Client Services

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 peri...