Technology Sr Analyst

Job Description

The CFS Support – Senior is responsible for providing accurate and timely solutions to issues related to computer hardware, peripherals, printers, operating systems, software applications, networking, telecommunications, and video conferencing. This role involves direct customer support, answering questions, providing feedback, resolving incidents, and fulfilling service requests according to Service Level Agreements. The position also includes training and directing support levels. The candidate must be able to work rotating and prolonged shifts of up to 12 hours.

Additionally, the role promotes the mission, vision, and values of Intermountain and adheres to service behavior standards.

The CFS Support – Senior is responsible for providing accurate and timely solutions to issues related to computer hardware, peripherals, printers, operating systems, software applications, networking, telecommunications, and video conferencing. This role involves direct customer support, answering questions, providing feedback, resolving incidents, and fulfilling service requests according to Service Level Agreements. The position also includes training and directing support levels. The candidate must be able to work rotating and prolonged shifts of up to 12 hours.

Additionally, the role promotes the mission, vision, and values of Intermountain and adheres to service behavior standards.

This position is fully onsite |

Schedule:

Monday - Friday, 8AM - 5PM with on-call rotation.

• Prefer candidates with Tier 2 Support, A+ certification, & 5 years of experience.

• Monitor, troubleshoot and resolve system issues. Adequately documents resolution to issues in ITIL ticketing system. Maintains and updates knowledge base.
• Keep user base informed of systems changes (i.e., software/hardware upgrades, planned down times, system unavailability) and disseminate information to the Digital Technology Services team and end user base when appropriate.
• Responds to messages according to priority schedule.
• Supports new and existing systems while keeping abreast of technological changes.
• Participates as the primary agent in the setup and implementation of desktop systems, which includes, but not limited to, hardware, software, network connectivity, telecommunications and backup systems.
• Maintains and updates policies, procedures & Key Performance Indicators.
• Work within a project team environment to ensure that a quality product is produced, on time and within budget.
• Contribute to the development of work plans, tasks, and time estimates.

• CFS support needs a combination of technical knowledge and communication skills to troubleshoot issues and guide users through solutions.
• Demonstrated experience quickly diagnosing and resolving technical issues, both simple and complex.
• Proven ability to work on complex problems and find solutions, while also having the ability to clearly explain instructions to clients and colleagues with different levels of technical expertise.
• Experienced in handling difficult customers with professionalism, courtesy, patience, and respect.
• Work well in a team environment, communicate effectively with peers, and share knowledge.
• Deep understanding of hardware, software, networks, and systems.

• Strong customer service skills
• Proven ability to research organizational and analytical skills as well as the ability to teach users
• Demonstrated ability to solve complex, multi-disciplinary problems in a graceful and sensitive manner
• Ability to successfully function in a fast paced, service-oriented environment

• Bachelor’s degree in computer science.
• 5 + years’ experience in desktop operations in an end user support role or equivalent.
• Certifications CompTIA a Plus, CompTIA Network Plus, Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), Microsoft Certified Desktop Support Technician (MCDST).

• Support the weight of IT equipment while transporting it. Push or pull portable equipment, including heavy items.
• Ascend and descend stairs or ladders to service IT equipment needs.
• Move around on hands and…