Lead Technical Support Analyst

Lead Technical Support AnalystThe Lead Technical Support Analyst leads other Technical Support analysts and acts as a liaison between Information Technologies and user department(s). Additional team lead duties include conducting weekly team meetings, monitoring and delegating tickets in team queue, ensuring team phone coverage, first escalation point for team, responsible for oversight of user creation and NEO support, primary contact for escalation of erroneous ticket handling and ticket research, reporting and creating all ticket statistics.Essential Duties and Responsibilities:Plans, directs, organizes, and controls the use of IT resources to restore operational functionality (Incidents) and satisfy customer requests for new services (Service Requests).Provides guidance and support to Workstation Analysts, Software Administration Services and Networking staff.Assists in performing complicated tasks (such as: enterprise-wide operating system and software upgrades, managing vendor relations, troubleshooting over the telephone, creating FAQs for end users, evaluating software and hardware, performing IT industry related research).Assists in refining work processes to ensure efficiency.Ensures team meets its goals and objectives.Manages all requests for services that come in to the IT department through the Service Desk.Uses approved tools to document requests for service from all hospital staff via phone, e-mail, or walk-up visit.Schedules and positions staff to adequate meet the needs of projected call volumes.Review documentation related to services provided by the IT department to ensure quality.Report a daily evaluation of the call center statistics to the Director of Technical Support.Monitoring and coach as needed on customer service response etiquette.All team lead duties.Job Qualifications:Education: High School diploma or equivalent required. Any combination of education and training equivalent to a possession of a Bachelor's degree in computer science, or related degree; such education should be at a level which demonstrates the ability to perform duties comparable to those listed herein.Work Experience: 5+ years of experience with specific emphasis on supporting end-user software and hardware. Experience supporting at least 50+ users/customers in a structured business environment.Certification/License: Certification preferred.Mental/Physical Requirements (May be met with appropriate accommodations if deemed necessary): Close mental and visual concentration and variable operations for sustained periods of time. Ability to stand, walk, sit, and reach. Most of the work day will be spent sitting at a desk. Must be able to transport self to various parts of hospital 80% of time. Occasional lifting up to 40 lbs.Working Conditions: Constant noise from fans and printers for extended periods of time. Will spend a great deal of time using CRTs with possible visual or muscular discomfort.