Technology Support Coordinator in St. Peters, MO at Compass Health

Date Posted: 9/13/2018

Job Snapshot

Job Description

Compensation: $71, 385 annually

REPORTS TO: Deputy CIO

POSITION PURPOSE:
Manage the ticket lifecycle of the organization's service desk solution to achieve timely resolution of support tickets. Monitor the availability of all technology specialists in all service areas and assign tickets based on specialist coverage areas and strengths. Organize and maintain remote and on-site support teams. Provide level 3 support to technology specialists when required. Administer any changes to the service desk such as workflow, hardware, or software needed based on new technologies. Provide periodic reporting of service desk operations to senior IT staff.

ESSENTIAL FUNCTIONS:
1) Manage company service desk solution.
2) Monitor the availability of all technology specialists
3) Assign tickets to technology specialist based on service area and strengths
4) Manage the status of open/on hold tickets and work with technology specialists to bring tickets to resolution.
5) Provide level 3 support to technology specialists as well as end users when required.
6) Provide periodic reporting of service desk operations to senior IT staff.
7) Work with end users to identify and deliver required technology service levels.
8) Liaise with, and provide training and support to, end users and staff on technology operation and other issues.
9) Install, configure, test, maintain, monitor and troubleshoot end user hardware/software/network issues.
10) Perform on-site analysis, diagnosis and resolution of complex technological problems for a variety of end users and recommend and implement corrective solutions.
11) Receive and respond to incoming calls, pages, and/or e-mails regarding technology problems.
12) Develop and maintain an inventory of various technology hardware.
13) Monitor and test various technology performance and provide feedback and reporting when needed.
14) Create and maintain documentation for various hardware/software technologies.
15) Accurately document instances of hardware failure, repair, installation and removal.
16) Construct, install and customize configurations based on various platforms and operating systems.
17) Conduct research on technology products in support of hardware/software procurement and development efforts. Evaluate and recommend products for purchase.
18) Recommend, schedule and perform technology upgrades and repairs.
19) Assist in developing long-term strategies and capacity planning for meeting future technology needs.
20) Support development and implementation of new technology projects.
21) If necessary, liaise with third-part support of various technology vendors.
22) Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables and respond to crises in accordance with business continuity and disaster recovery plans.
23) Provide guidance to other members of the technology team as required.
24) Driving is an essential function of the position, a valid license and agency established minimum automobile coverage are required in the event the employee drives during the course of employment.
25) Other duties as assigned.


WORK CONDITIONS:
On-call availability for two (2) days up to 4 times per year, sitting for extended periods of time and lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals

Job Requirements

QUALIFICATIONS:
1) College diploma or university degree in the field of computer science and/or four (4) years equivalent work experience
2) CompTIA, CISCO, Microsoft, Citrix, or other technical certification/training required
3) Excellent technical knowledge of network and PC hardware
4) Mastery of various PC imaging softwares
5) Hands-on hardware troubleshooting experience
6) Working technical knowledge of current network protocols, operating systems and standards
7) Ability to operate tools, components and peripheral accessories
8) Ability to be productive with minimal supervision
9) Able to read and understand technical manuals, procedural documentation and OEM guides
10) Ability to conduct research into PC issues and products as required
11) Effective interpersonal skills and relationship building skills
12) Strong written and oral communication skills
13) Ability to present ideas in user-friendly language
14) Understanding of the organizations goals and objectives
15) Analytical and problem-solving abilities
16) Ability to effectively prioritize and execute tasks in a high-pressure environment
17) Experience working in a team-oriented, collaborative environment
18) Strong customer-service orientation
19) Strong organizational skills
20) Flexibility to travel when needed
21) Has a commitment to service and personal excellence. Is team oriented and values diversity