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 objec...