EDUCATION QUALIFICATIONS

• High School Diploma / GED - Required
• Technical Diploma - Preferred

EXPERIENCE QUALIFICATIONS

• At least two (2) years Experience providing EUD support, Service Desk support or equivalent experience/knowledge - Required

SKILLS AND ABILITIES

• Able to perform effectively in a team environment as well as with little direct supervision
• Customer service oriented team player with first-rate communication, documentation, organizational, problem solving, written and verbal skills.
• Ability to understand, analyze and resolve problems, while on the phone or on-site with user.
• Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc. 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.
• Organized with the ability to follow established processes and provide recommendations for improvements.
• Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills
• Working knowledge of the TCP/IP protocol suite.
• Medical terminology helpful and previous medical EUD or Service Desk level 2 support background preferred.
• Information Security Requirements:
• Understand and comply with all enterprise and IS departmental information security policies, procedures and standards.
• Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information.
• Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.

• The responsibilities of a Support Analyst II encompass identical responsibilities as a Support Analyst I, but with a greater degree of complexity. A Support Analyst II also:
• Assists in the development and implementation of Service Desk standards, processes and systems required to deliver consistent high quality customer service.
• Maintains and reports on individual and team metrics via tools such as Magic TTS and maintains Service Desk database.
• Manages current queues and defines new queues to insure proper categorization and assignment of issues.
• Researches and develops testing solutions to complicated issues, documenting the resolutions then presenting and training coworkers and clients.