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Senior Client Technology Support Specialist

2 months ago

Des Moines, Iowa, United States Trinity Health Full time

Employment Type:

Full time

Shift:

Position Overview:

The Senior Client Technology Support Specialist is responsible for overseeing a team of technology analysts and technicians. This role involves delegating tasks, managing workflow, and ensuring seamless collaboration among various IT departments. The specialist will lead initiatives related to the planning, design, and implementation of both new and existing desktop systems. Additionally, they will provide expert-level support for all desktop and network hardware and software applications, serving as a primary resource for product evaluation, selection, deployment, and utilization.

Key Responsibilities:

  • Embrace and exemplify the core values and mission of Trinity Health in all actions and decisions.
  • Supervise a team of technology analysts and technicians by assigning tasks, prioritizing work, and ensuring quality assurance on completed projects.
  • Effectively manage projects within designated responsibilities.
  • Offer analytical and technical expertise in the planning, design, and installation of desktop systems.
  • Provide advanced support for all desktop and network hardware and software applications, acting as a knowledgeable resource for product evaluation and deployment.
  • Assess and implement new support tools and applications to address complex hardware and software challenges.
  • Conduct proactive troubleshooting and analysis to resolve issues efficiently.
  • Lead technical support for customer projects, including the evaluation and deployment of new technologies and application configurations.
  • Understand and plan for the interactions between various technologies and applications, developing integration and migration strategies.
  • Assist in strategic technology planning, budgeting, and identifying opportunities for process improvements.
  • Provide consultation for all aspects of end-user computing and desktop-based LAN systems software.
  • Document solutions, troubleshooting techniques, and create user guidelines based on historical data and experiences.
  • Mentor and coach team members in their professional development.
  • Participate in an on-call support rotation as required.
  • Maintain knowledge of relevant laws, regulations, and organizational policies to ensure compliance and ethical behavior.
  • Perform additional duties as assigned.

Minimum Qualifications:

  • Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience.
  • A minimum of five years of hands-on experience with complex application installations, hardware, and troubleshooting.
  • Relevant certifications such as A+, Network+, MCDST, or equivalent experience; MSCE certification is preferred.
  • Advanced proficiency in Microsoft desktop operating systems and applications.
  • Experience with HP desktop and laptop systems.
  • Familiarity with networking concepts (LAN and WAN) and best practices in information systems.
  • Experience with PC imaging and printer support.
  • Previous team leadership and mentoring experience is preferred.
  • Strong communication and interpersonal skills.
  • Ability to effectively troubleshoot software and hardware issues.
  • Capability to remain composed and productive in high-pressure situations.
  • Proficient in managing multiple customer issues simultaneously.
  • Comfortable working in a collaborative environment.
  • Demonstrates integrity, honesty, and a commitment to the mission and values of Trinity Health.

Physical and Mental Requirements:

  • Ability to prioritize and adapt to changing work demands and environments.
  • Capacity to read and interpret technical documents and regulations.
  • Proficient in writing reports and procedure manuals.
  • Must be able to lift and move equipment weighing up to 50 pounds.

Diversity and Inclusion Commitment:

Trinity Health is dedicated to fostering a diverse and inclusive workforce. We recognize the importance of diverse perspectives and experiences in delivering equitable care. Our commitment to diversity encompasses recruitment, retention, and development, ensuring that we serve our communities effectively.