Lead Support Analyst

JOB DESCRIPTION

Job Title: Lead Support Analyst

Position reports to: Director, Technical Services

Department: Technical Services, Information Technology

POSITION SUMMARY:

The Lead Analyst role is required in multiple areas within the Information Technology Division. Roles are defined in detail for Network Services, Support Services, Clinical Informatics, and Business and Administrative systems. However, the general responsibilities for these roles, in addition to being a "working lead" are to develop, lead, manage, motivate, delegate and evaluate assigned information technology professionals who implement, support/maintain, consult, and project manage IT services for Southwest General Hospital, all satellite facilities, and physician practices. The incumbent Lead will make assignments to team members and ensure that they comply with IT service level agreements.

The incumbent Lead Support Analyst leads the Technical Services Support Center (help desk and desktop support functions). The incumbent manages a team of Support Analysts to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness within the organization's budget. The incumbent works with the other IT leads and their teams to ensure and optimize the delivery of network applications and desktop services to clinical and business end-users in a Microsoft/VMware/Citrix LAN/WAN environment with MS-Windows-based Dell and HP PC hardware. The Lead Support Analyst is responsible for establishing and maintaining PC equipment standards, equipment maintenance, asset management, group policies, and overseeing global software deployments/upgrades for the hospital, its satellite facilities, and physician practices. The i ncumbent must organize the Support Center to be flexible and adaptable in meeting the changing needs of the Health Center.

MINIMUM QUALIFICATIONS:

Education:

Graduation from an accredited four-year college/university with a degree in computer science, technical management, or related technical field, or an Associate degree PLUS equivalent experience (ie 2 years relevant experience equals 1 year of college) above and beyond minimum experience defined.

Required Licensure, Certification or Registry:

• Membership in customer service and support center professional organizations (ieHDI) with certification
• Multiple certifications in desktop/network-related technologies including A+, Microsoft MCSE or MCITP, Cisco, VMware, Citrix
• Experience with Microsoft System Center Configuration Manager a plus.