Provides leadership and primary support of escalations for the technician and analyst. Mentors team members, works on more complex issues independently. Represents the department and users on scheduled collaborative system upcoming projects and initiatives.
Job Responsibilities and Requirements:
Resolves issues for more complex applications and/or hardware via escalation. Conducts root cause analysis and makes recommendations to eliminate routine issues.
Participates in creation of department policies and procedures in relations to process improvements and efficiency.
Manages multiple issues concurrently and escalates issues appropriately to internal Leads.
Provides formal training to team members.
Troubleshoots and resolves access management and provisioning workflow issues.
Performs ticket research, knowledge research and overall support provided for the Teams outside of the department.
Provides insight as to potential issues and/or support requirements in preparation for product rollouts. Assists in testing of the product rollout.
Mentors other IT staff in resolution of customer questions or issues and when necessary. Takes full ownership of the issue from other staff. Assists Lead in monitoring, working and assigning issues or requests.
Determines when an issue is or may become critical to the organization and has the needed skills to escalate and begin putting the necessary internal tracking processes in place.
Performs other duties as assigned.
Bachelor's degree in computer science or related field, or equivalent years of experience and education
Three years' experience
Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs.
Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements.
Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors.
Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc.
Frequent keyboard use/data entry.
Occasional bending, stooping, kneeling, squatting, twisting and gripping.
Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs.
Day Shift (United States of America)
81800009 TSC Non Clinical Apps/Systems
Scheduled Weekly Hours:
SSM Health complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability or sex.