Business Technical Support Analyst 2 - Clinical Systems

Job title: Business Technical Support Analyst 2 - Clinical Systems

Job Location: San Francisco, CA 94143

Job Duration: 3+Months

Pay Rate: $ 32.14/hr. on w2

Job Description: Please attach your Updated Resume and if agreed, please reply: "Yes, I Confirm

JOB SUMMARY

• This is a mid-level Service Desk analyst position with a primary responsibility of providing desktop support to end-users.
• At this level, support calls may be complex in nature where judgment will be required in problem resolution.
• Responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations.
• Balances technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk.

Key Responsibilities

• Take inbound customer requests via phone, chat, email, or ticket. Work in a remote capacity to resolve reported issues quickly and efficiently.
• Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.
• Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness.
• Accurately record/report support issues and solutions per encounter via work tickets in Service Now.
• Provide front line support for a variety of business applications, provision and administer user accounts and reset passwords in Active Directory.
• Effectively escalate issues to other teams as appropriate per SOP for the best Customer Support experience.
• Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management
• Major Incident tracking and customer notifications
• Level II duty assignment as applicable Involves resolution or routing of issues escalated from Level I.
• Work at this level often involves more complex or more time-consuming technical tasks that are not appropriate for front line phone/chat staff to handle.
• May include Deskside/Field work at specific locations
• Act as a peer mentor to junior level staff
• Own and maintain knowledge base articles
• Other special projects as assigned

REQUIRED QUALIFICATIONS

• This position requires flexibility to orient and work at all UCSF Medical Center locations.
• 3+ years of experience in IT support
• Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment
• Demonstrated proficiency in supporting mobile devices such as iPhones and Androids
• Broad knowledge of enterprise systems and how they related to one another
• Demonstrates problem-solving skills

PREFERRED QUALIFICATION

• Bachelor's degree or equivalent training in a related area
• Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management
• Experience working in an academic health care, healthcare, or university environment
• Experience working in a Service Desk, Help Desk, or Call Center environment

Preferred Certifications:

• Microsoft Support
• Apple Support
• ITIL Foundations
• HDI Support Center Agent