IT Support Consultant - Clinical End

Position: IT Support Consultant - Clinical End of the Week
Position Summary

A Desktop Support Consultant provides direct and remote support, consultation, guidance, and training to staff, faculty, patients, and visitors while providing technical solutions in an enterprise IT environment. Performs advanced configuration, deployment, and support of IT hardware and software, and after hours help desk support. Collaborates closely with leadership and peer teams to promote collaboration, consistent service delivery, and growth opportunities. Embraces the adoption of best practices, centralized IT management, standardization, documentation, customer service excellence and the continual improvement approach to IT.

Exercises all workflows while maintaining state and institutional policies and alignment with organizational objectives. Provides training to internal team members and peer IT teams as applicable. Creates project deliverables through installation and troubleshooting of wired and wireless computing devices. Performs work in clinical, critical care, research, and departmental environments, interacting with all levels of personnel, patients, and visitors.

Work Schedule:

* Wednesday - Saturday 11AM - 10 PM

Position Responsibilities

* Independently analyzes IT system needs in clinical, critical care, research and departmental spaces and determines appropriate solution to satisfy needs.

* Plans, installs, and documents complex IT system configurations.

* Develops the understanding of institutional knowledge to reflect customer needs within solution planning and implementation.

* Installs, configures, and maintains hardware and software solutions to continually improve operational performance.

* Performs advanced analysis and problem resolution with a wide range of hardware and software, including connectivity, security, and policy compliance.

* Defines, documents, shares, and continually improves solutions and workflows, including but not limited to after-hours support escalation processes.

* Evaluates new desktop hardware and software for possible inclusion in set of supported products.

* Communicates the value of adhering to standards for hardware, software, and other IT services to customers and peers.

* Participates in opportunities to improve workflows, processes, and standards, to promote greater value for our customers.

* Provide one-on-one guidance and consultation to users.

* Communicates the value of adhering to standards for hardware, software, and other IT services to customers and peers.

* Assists with the implementation of opportunities to improve workflows, processes, and standards, to promote greater value for our customers.

* Provides verbal and documented training to customers and peer technicians.

* Creates and continually improves implementation and operational support documentation for provided services, used to train customers and peer technicians.

* May provide training to groups of constituents and develop course/training content.

* Define, document, and implement procedures for complex software/hardware installation and configuration processes.

* Maintain accurate IT asset information and service configuration management records.

* Accurately document all performed work within service management tracking system.

* Develop customer self-help guides for commonly encountered service interruptions.

* Assist with the implementation of approved projects, providing project support and services.

* Configure, deploy, and troubleshoot wired and wireless computing devices.

* May manage small portions of a larger project.

* Participates with management regarding the support of current and future state operations, which may include interviewing and evaluating candidates when vacancies in unit staff occur as required.

* Leads small projects and/or one or more phases of larger projects, as required.

* May provide functional and/or administrative supervision.

* Travel to customer sites as needed to configure, install, and support client hardware, software, and peripheral equipment.

* Participate in 24x7 on-call support rotation, as required, to resolve routine and/or complex problems as they arise.

Pay Grade:…