Technical Support Analyst II

Overview

Halifax Health is seeking a Technical Support Analyst II for the IT Department.

Summary

The Technical Support Analyst II will work directly with users to provide second tier support for hardware, software and communication related issues. Perform Service Desk, Field Support, and Deployment duties as needed and document operational procedures daily in call tracking software. Must be able to provide daily escalation support and mentoring to Technical Support Analyst I.

Job Qualifications

• Minimum three years experience in an technical support role, A+ certification and MCP Certification required at date of promotion or hire date.

• Must meet all requirements and certifications of Technical Support Analyst I (see job description).

• Must complete a 3 month minimum assignment to each Client Services unit: Service Desk, Onsite/Offsite Field support, Communications Support, Deployment cycle.

• Must have intermediate knowledge of commonly used concepts, practices, and procedures within the information technology field, and be willing to continue education for professional growth.

• Possess the ability to resolve user issues in an isolated work environment

• Requires skills in the following areas:

• Facilitation of a complete PC/laptop lease deployment cycle

• Diagnose and repair Intermediate level phone/communication errors

• Execution of small to mid sized Move/Add/Change projects

• Modification of existing technical documentation

• Ability to transfer job related knowledge to Technical Support Analyst I

• Intermediate level troubleshooting skills in MS Windows

• Intermediate level troubleshooting skills in MS Applications (Excel, Word, PowerPoint and Outlook)

• Intermediate level network troubleshooting

• Intermediate level analytical skills to analyze a problem, develop/test solutions, and implement working solutions

• Intermediate knowledge of all HCHS application supported by the IT department and how to find and update related documentation

• Entry Level ability to develop PC scripts that automate daily routines

• Experience interacting with customers in the following capacities (phone, chat, person, email

• Ability to manage multiple applications running at the same time

• On call requirements: A quiet workspace, Ergonomic chair and desk, High-speed internet service: 5 megabit download and 1 megabit upload from a reliable provider.

Job Duties and Responsibilities

• Must exhibit competency and confidence in the ability to perform all duties and responsibilities of the Technical Support Analyst I description.

• Must be able to provide daily Escalation Support to Technical Support Analyst I, including answering technical questions, facilitating call escalation, and act as a mentor to Technical Support Analyst I.

• Provide Service Desk Support, Field Support and Deployment Support to users throughout the HCHS enterprise.

• Perform other related duties incidental to the work described herein.

About Us

Recognized as one of the 50 Top Cardiovascular Hospitals in the United States by IBM Watson Health, Halifax Health serves Volusia and Flagler counties, providing a continuum of health care services through a network of organizations including a tertiary hospital, two community hospitals, urgent care clinics, psychiatric services, a cancer treatment center with five outreach locations, the area's largest hospice, a center for inpatient rehabilitation, outpatient rehabilitation clinics, primary care walk-in clinics, a clinic specializing in women's health, a pediatric care community clinic, five pediatric medical practices, a home health care agency and an exclusive provider organization. Halifax Health offers the area's only Level II Trauma Center, Thrombectomy-Capable Stroke Center (TSC), Center for Transplant Services, Pediatric Intensive Care Unit, Child and Adolescent Behavioral Services, complete Neurosurgical Services, OB Emergency Department and Level III Neonatal Intensive Care Unit that cares for babies born earlier than 28 weeks. For more information, visit halifaxhealth.org.