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IS Support Analyst III IS Support Analyst III

  • Location: Philadelphia
  • Job Type:Contract

Posted 5 days ago

  • Sector: Information Technology
  • Contact: Shannon Block
  • Contact Email: Shannon@staffing-the-universe.com
  • Contact Phone: 6466520976
  • Start Date: 04/05/2021
  • Job Ref: 21-05870
Job Summary

1Performs advanced IS End User Device EUD support functions acting as a subject matter expert in at least 2 key EUD functions with minimal supervision
2Using available support tools and technologies provides advanced problem resolution and proactive problem direction
3Serves 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
4Initiates problem bridge lines and functions as the problem coordinator during scheduled and unplanned downtime events both during and after hours
5Serves as the EUD Subject Matter Expert during project Planning and golive events to prepare for operational transitions
6Leads in the development testing and implementation of EUD standards processes and systems required to deliver consistent high quality customer service
7Key criteria are SLAs responsiveness problem avoidance and management cost effectiveness and standardization
8Manages 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

Additional Technical Requirements

1Able to perform effectively with little direct supervision
2Customer 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
3Ability to utilize systems analysis techniques and procedures to determine proper hardware software or system functional specifications
4Ability to understand analyze and resolve problems while on the phone or onsite with user
5Must 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
6Ability to analyze and solve technical problems by investigating developing and implementing potential solutions using troubleshooting skills
7Working knowledge of the TCPIP protocol suite
8Must have the ability to work in a highpressure fast paced environment
9Must have the ability to work day shift nights andor weekends when needed
10Medical terminology helpful and previous medical EUD or Service Desk level 2 support background preferred
11Ability 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
12Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
13Must be familiar with standards and trends in the industry in relation to EUD technologies and related IT practices policies and processes