IT Systems Specialist
- This is a full-time exempt position with a regular work schedule of five days per week.
- Work hours are Monday through Friday, 8:30 a.m. to 5:00 p.m.
- This position may be required to work some evenings and Saturdays during peak periods.
- Work primarily performed at 1500 Market Street, Philadelphia, PA
- Establish and implement training protocols for all service desk-supported PHMC technologies.
- Ensure all team resources follow change management procedures.
- Participate in system reviews, analysis, and other process functions as required by management.
- Perform support functions according to change management processes and procedures.
- Be responsible for setting support criteria and metrics to support management of the service desk workflow and performance management.
- Be responsible for working with the project team and the user community to confirm system functionality is operating efficiently and consistently.
- Work with management to develop and maintain standard operating procedures (SOP) and service level agreements (SLA) with basic delivery estimates for common support tasks.
- Be responsible for the delivery of requested solutions in accordance with established SOPs and SLAs.
- Communicate status through the support cycle reporting to the manager.
- Periodically track the progress and quality of support work performed in the service desk ticketing application and other available tools.
- Maintain accuracy for all time and work effort entered in the service desk application related to supported systems.
- Communicate ideas for improving department processes with a positive and constructive attitude while working to develop this attitude in others.
- Keep IT management and others informed about work efforts and challenges that may affect business relations.
- Perform other related duties as required by management.
- Clear understanding of the hardware, software, and application error handling
- Excellent organizational skills, attention to detail, and highly accurate work
- Excellent communication skills
- Must meet one of the following:
- Bachelor’s degree in technology from an accredited institution and 5+ years of professional experience in IT help desk or customer support
- High school diploma or equivalent and 7+ years of professional experience in IT help desk or customer support
- Information Technology related certifications preferred
- ITIL certification would be beneficial
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