Senior Client Technology Support Specialist

2 weeks ago

Des Moines, Iowa, United States Trinity Health Full time

Employment Type:

Full time

Shift:

Job Overview:

POSITION OBJECTIVE

This role is responsible for overseeing a team of client technology analysts and technicians by delegating tasks, managing work queues, and coordinating activities across various TIS teams. The position involves directing projects within assigned responsibilities and providing expert analytical and technical guidance in the design, planning, and installation of both new and existing desktop systems. Additionally, this role offers senior-level support for all desktop and network hardware and software applications, serving as a primary resource for product evaluation, selection, deployment, and usage.

KEY RESPONSIBILITIES

  • Understands and embodies the mission, vision, and values of Trinity Health in all professional conduct.
  • Manages a team of client technology analysts and technicians by assigning tasks, establishing priorities, and reviewing work performance.
  • Effectively directs projects within areas of responsibility.
  • Provides expert analytical and technical support in the planning, design, and installation of desktop systems.
  • Offers high-level support for all desktop and network hardware and software applications, acting as a knowledgeable resource for product evaluation and deployment.
  • Evaluates and implements advanced support tools and applications to resolve complex hardware and software challenges.
  • Engages in proactive troubleshooting and analysis.
  • Leads technical support for customer projects, including the evaluation and deployment of new technologies and application configurations.
  • Recognizes and manages interactions between various technologies and applications, developing integration and contingency plans as necessary.
  • Assists in strategic technology planning, budgeting, and process improvement initiatives.
  • Provides consultation to users regarding end-user computing and desktop-based LAN systems software.
  • Responsible for documenting problem-solving methods, troubleshooting techniques, and creating user guidelines.
  • Mentors and coaches team members in their professional development.
  • Participates in an on-call support rotation as determined by management.
  • Maintains awareness of applicable laws, regulations, and organizational policies to ensure compliance and ethical behavior.
  • Performs additional duties as assigned.

MINIMUM QUALIFICATIONS

  • Bachelor’s degree in Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
  • A minimum of five years of hands-on experience with complex application installations, hardware, and troubleshooting techniques.
  • Relevant certifications such as Microsoft and Personal Computer Certifications (A+, Network+, MCDST, MSP) or equivalent experience; MSCE certification is preferred.
  • Advanced skills in Microsoft desktop operating systems and applications, particularly Microsoft Office and Outlook.
  • Experience with HP Desktop and Laptop systems or equivalent.
  • Familiarity with multiple platforms, including networking concepts (LAN and WAN) and best practices in information systems.
  • Experience with PC imaging and HP/Lexmark printers.
  • Preferred experience in team leadership and mentoring.
  • Strong communication and interpersonal skills, with the ability to document systems and communicate effectively with clients.
  • Proven ability to troubleshoot both software and hardware issues.
  • Capacity to remain composed and productive in high-pressure situations.
  • Ability to manage multiple customer issues simultaneously and adept at multitasking.
  • Comfortable working in a collaborative environment with shared leadership.
  • Personal integrity and the ability to inspire and motivate others in alignment with Trinity Health’s mission and values.

PHYSICAL AND MENTAL REQUIREMENTS

  • Ability to prioritize and adapt to changing work demands while managing multiple tasks in a potentially stressful environment.
  • Must comply with organizational policies and procedures.
  • Capable of reading and interpreting business documents and technical regulations.
  • Ability to write reports and procedural manuals.
  • Must be able to lift and move objects weighing up to 50 pounds, such as computers and printers.

Diversity and Inclusion Commitment

Trinity Health is dedicated to fostering a diverse and inclusive workforce. We recognize that our colleagues bring unique experiences and perspectives that enhance our ability to serve diverse populations effectively. Our commitment to diversity encompasses recruitment, retention, and development, ensuring that we reflect the communities we serve.

Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

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