This position will be a key member of the Deskside Support Team that resolves, tracks, and manages escalated technical problems within Service Now as requested via phone, email and internet chat to fulfill these responsibilities, and as necessary contribute
to the knowledge base by creating documentation describing issues encountered, their resolutions and work on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems across contract and partner
sites. Job duties include but are not limited to: Active directory account management implementation and administration. Microsoft Exchange/Office365 use and/or administration. Microsoft Windows 10 planning and roll out in enterprise environment. Install,
connect to the network and maintain all computer hardware including PCs, laptops, tablets, printers, data collection devices and telephones. Install and maintain computer software on users’ devices such as Microsoft Windows and Microsoft Office Suite, Antivirus
and Malware protection. Conduct user training on approved software and hardware on an as required basis. Incident response and client response coordination for hardware and other IT Operations related failures. Contribute to continual service improvement
by assisting with Standard Operations Procedures creation, maintenance and compliance. Perform routine IT system administration, including health checks and supporting incident resolution. Perform asset inventories by identifying and labeling IT equipment
according to documented standards and update inventory control systems as required. Ensure deliverables to internal customers are complete, consistent, high quality, on time and deliver valued outcomes. On occasion, may perform off-hours maintenance and deployments
for system releases and/or provide 24x7 support to maintain service availability or to meet customer SLAs. As ownership of problems from any administrator, follow path of escalated contacts to insure the problems are resolved in timely and effective ways
to the satisfaction of the administrator. Evaluate and perform root-cause analysis on escalated issues. Create documentation to assist other departments with further analysis of technical issues. Create Knowledge Base Documents to assist Level 1 in resolving
repetitive issues. Perform other duties as assigned. Building, then leading and mentoring a global team of IT, Asset, and Desk Side Specialists.
Equal Employment/Affirmative Action employer including Vets and Disabled. For more information, view the EEO is the Law Poster and Pay Transparency Statement. For reasonable accommodation, please email us at LCIEmployment@bhcpns.org.