• Conduct analysis and then determine and implement resolutions to correct technology system or application issues.
• Maintain technology system or application maintenance (data maintenance, data entry and control data updates).
• Assist with determining and applying system modifications required to comply with federal, state and local regulatory changes.
• Determine and execute the appropriate method for performing technology system or application (data updates, exports, imports and clean-ups for systems supported by the team).
• Assist with ensuring technology system or data integrity by auditing and researching discrepancies to determine root cause and provide possible solutions to management.
• Oversee the analysis and improvement of daily activities associated with various business processes and programs.
• Perform functions with appropriate software for various business processes including forms preparation, report preparation and other related functions.
• Utilize ServiceNow for daily management of facility incidents and requests.
• Stay abreast of technology systems or application/tools knowledge through classes, reading, and/or other mechanisms.
• Provides support to user areas for technology systems and applications supported by the team.
• Act as a liaison between end users and application teams, answer questions and provide training.
• Serve as the subject matter expert on problem resolution.
• Provide IS support to user areas and assist with the creation of support processes for systems/applications supported by the team.
• Assist infrastructure teams in level 1 support of networking and server equipment located on premises.

Skills: Systems Analysis, Data Integrity, Regulatory Compliance, Data Management, Process Improvement, Software Proficiency, ServiceNow Management, User Support

• Provides day-to-day supervision of local IT staff’s operational activities to ensure service targets are met
• Ensures that incidents and service requests are resolved or escalated 
• Review and analyse data and trends, and initiate special projects aimed at reducing costs, increasing productivity and improving service
• Provide support to networked PCs, phones and IT systems by investigating and troubleshooting problems with a high level of interaction with customers
• Performs hardware maintenance and upgrades for CNL PCs, printers, laptops, copiers, Smartphones, etc.
• Evaluate and recommends upgrades to desktop and portable computers, IT systems and Smartphones
• Give support and deployment in mixed environments, with a primary emphasis in Windows & Microsoft Products. 
• Provide ongoing support for Windows, Linux, and Apple OS systems in production and development lab environments.
• Apply processes and procedures for asset management, application support, security monitoring, hardware maintenance, mobile device support, printer management, user access management, new user training, conference room setup, and completing appropriate research tasks while making sure all systems are available.
• Use outstanding customer service skills to help support critically relevant enterprise applications for various business areas repairing desktops, laptops, and peripheral devices, unified communications.
• Provide day to day IT Support for corporate end users client side devices, desktops, and lab systems. 
• Maintain up to date configuration and asset records for client equipment. 
• Support for video, audio conferencing, presentations, incident handling for LAN/WAN, remote access, email, and other IT applications.

Skills: IT Supervision, Incident Management, Data Analysis, Troubleshooting, Hardware Maintenance, System Upgrades, Customer Support, Asset Management

• Be a local site resource to resolve problems requiring face-to-face and/or local knowledge.
• Provide local site support analysts can expect to spend the majority of their time researching and resolving technical problems/issues and may be required to work as primary level 1/2 staff when local end users come with issues directly.
• Provide training and education of the local end user community at the site may be needed for IS systems and processes.
• Responsibility for creating, updating and reviewing Solutions Center-owned knowledgebase documents related to the local site is expected.
• Work with vendors or third party companies for advanced IS troubleshooting, monitoring and installation 
• Incident resolution for hardware break fix/part replacement
• Incident resolution for O365 applications
• Incident resolution for business applications
• Proactive monitoring/checks, in order to prevent incidents
• Ensuring Support and Service Take-on aspects are given due consideration and planning.

Skills: Local Site Support, Technical Problem Resolution, User Training, Knowledgebase Management, Vendor Coordination, Hardware Troubleshooting, O365 Support, Incident Prevention

• Provide second-level triage, troubleshooting, in person and remote assistance for problems with computer systems, peripheral equipment, operating systems, web browsers, business and clinical applications, and network services. 
• Help users solve their IT problems, and provide targeted instructions to users to improve their skills and confidence in using computer systems and applications. 
• Track, report, and escalate recurring problems.
• Recognize, gather required information, and escalate more difficult problems and service requests to Desktop Seniors and other infrastructure or application support staff 
• Follow-up with customers and technical support staff on the status of resolution to ensure problems are resolved on a timely basis.
• Anticipate problems and take preventative action, as well as troubleshoot and solve problems that occur working directly with vendors 
• Follow standard Desktop operating procedures to provide technical support to physicians, administrators and other employees on technology incidents, problems and service requests. Participate in creating standard procedures for undocumented or new processes.
• Create, update, or review documentation such as IT notifications, diagrams, procedures, customer, internal support and technical.
• Convey a strong sense of urgency related to problem solving and meeting customer needs. 
• Understand business impact of each request and provide the highest level of support to all Polyclinic employees. 
• Follow-up with customers in a timely and professional manner to ensure that support is provided to their satisfaction.

Skills: Technical Support, Problem Solving, User Training, Issue Tracking, Escalation Management, Preventative Action, Documentation Management, Customer Follow-Up

• Responsible for ensuring that security and data integrity standards and processes are established and enforced, network cabling coordination, and perform other preventative maintenance.
• Help facilitate the installation, configuration, testing and integration of new hardware and software. 
• Responsible for maintaining hot swap devices, including coordination of outside resources for repair efforts and identifying equipment obsolescence.
• Conduct product evaluations of upgraded or new hardware and applications identifying strengths, weaknesses, and potential benefits. 
• Assist in determining equipment settings and operating instructions.
• Assist with project planning and implementation including new systems or application rollouts, inventory assessments and audits, compliance and security testing for software applications, and updating software guidelines and instructions 
• Coordinate customer notifications of project and maintenance activities, and update documentation for user instructions and guidelines. 
• Gather, organize, and analyze report data from multiple sources to identify patterns.
• Document each issue and follow from entry to closure with same day communication back to end user. 
• Use and maintain the Help Desk ticketing system for logging, documenting, and communication of issue and resolution information.
• Support and backup other IT services 

Skills: Security Standards, Hardware Installation, Preventative Maintenance, Product Evaluation, Project Planning, Customer Communication, Data Analysis, Help Desk Management

• Proven experience resolving incidents quickly by using remote support tools.
• Knowledge of ITIL Service Management best practices.
• Exceptional customer service skills.
• Excellent written and spoken English.
• Experience at working both independently and in a team-oriented environment.
• Can react to work priority adjustments and alterations promptly and efficiently.
• Ability to communicate well with other IT teams when escalating tasks or assisting them in understanding the business impact of an incident or an urgent request.
• Strong interpersonal skills and confidence in communicating with senior level staff.
• Must be able to learn, understand, and apply new technologies.

Qualifications: BS in Computer Science with 4 years of Experience

• Excellent technical knowledge of PC and desktop hardware, including printers, scanners, MFPs
• A proven track record of supporting Apple devices (desktop and laptop)
• Excellent technical knowledge of PC internal components.
• Hands-on hardware troubleshooting experience.
• Working technical knowledge of current protocols, operating systems, and standards, (MCSA/E or MCITP)
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals& procedural documentation
• Knowledge of virtual environment (Vmware) and VOIP technology
• Strong practical knowledge of MS office applications, Office 365, Windows 7, Windows 10, Server 2008 / 2012 / 2016
• Effective interpersonal skills and relationship-building skills.
• Ability to present ideas in user-friendly language.
• Analytical and problem-solving abilities, with keen attention to detail.

Qualifications: BS in Information Technology with 6 years of Experience

• Experience of working within geographically dispersed teams
• Worked in a large IT environment including offshore and outsourced support
• Experience in working with, managing and reviewing 3rd party vendors whilst maintaining a win-win relationship.
• Experience in stakeholder management.
• Strong verbal and written communications skills, including the ability to communicate in terms understandable to end users at all levels
• Ability to successfully manage multiple and competing priorities.
• Strong documentation skills and keen attention to detail
• Ability to train technicians in core processes and procedures

Qualifications: BS in Information Systems with 5 years of Experience

• Experience resolving end users’ hardware and software issues in an IT environment.
• Strong ability to analyze and resolve complex problems independently, quickly, and function in a fast-paced environment.
• Enterprising attitude and strong interpersonal skills to establish positive working relationships and collaborate across organizational lines.
• Highly organized with the ability to balance and prioritize individual desktop workload for the day.
• Knowledge to rebuild and reformat computers. 
• Familiarity with troubleshooting Windows 7 & Windows 10 operating systems.
• Strong written and verbal communication skills with the ability to interact with customers with varying skill levels.
• Prior Experience working in a retail environment supporting MAC products
• Experience with desktop hardware, software applications, operating systems and network connectivity in a large multi-site enterprise environment

Qualifications: BS in Computer Engineering with 3 years of Experience

• Technical expertise in MAC Operating Systems, Microsoft Windows 7/10, Office 2010/2016
• Working knowledge of Active Directory, Microsoft Exchange
• Proficient with SCCM and Microsoft MDT and JAMF.
• Knowledge of Jamf Pro/Casper suite.
• Knowledge of managing HP and Canon Printers.
• Potential to handle Level 3 OS build, imaging and application packing and deployment
• Ability to work independently and in a team setting
• Excellent oral and written communication skills
• Proven track record in providing excellent customer service
• Ability to handle difficult and complex issues
• Highly organized and able to multi-task
• Able to prioritize and work independently
• Excellent customer service skills

Qualifications: BS in Network Administration with 7 years of Experience