TECHNICAL SUPPORT ANALYST TIER II

H. Lee Moffitt Cancer Center

Tampa, FL

Job posting number: #7122073 (Ref:hlj_42883)

Posted: January 25, 2023

Application Deadline: Open Until Filled

Job Description

Job Summary

 

The Technical Support Analyst Tier II (TSA Tier II) is an integral component in the Information Technology department's commitment to deliver outstanding products and customer service. As part of our 24x7 service model, TSA Tier II is responsible for delivering superior customer service and incident response for business affecting, customer issues on all Moffitt IT platforms. In this client facing role, TSA Tier II is responsible for maintaining a high level of customer satisfaction and meeting service level targets through expert technical remediation and active communication with clients by phone, email or on-site. TSA Tier II are subject matter experts and serve as remediation lead during complex, highly visible customer issues, and identify and execute on continual process and operational improvements for the business. TSA Tier II work both independently and as part of a team (IT and cross functional) to provide timely and effective resolution to customer issues.

 

This position provides the second level of support to end users by handling issues that have been escalated by the IT Service Desk. Support will be provided onside, remotely, over the phone, or via email. They will be required to develop solutions for network, desktop, applications/systems, MS Exchange and Cyber Security issues. They will have the ability to analyze existing systems and make proactive recommendations for improvements. Maintain systems, applications, and networking configurations and creates, documents and files for future support reference 'Knowledge Base Articles' (KBA) on issues that were resolved.

 

Position Highlights:

 

  • The Technical Support Analyst Tier II are subject matter experts and serve as remediation lead during complex, highly visible customer issues, and identify and execute on continual process and operational improvements for the business.
  • The TSA Tier II provides the second level of support to end users by handling issues that have been escalated by the IT Service Desk.

 

The Ideal Candidate:

  • The ideal candidate will have experience in information systems implementation and support
  • The candidate will have an understanding of hardware and architecture
  • The candidate will have excellent customer service skills

Responsibilities:

  • TSA Tier II will handle all calls  that the IT service desk can not resolve due to access rights and/or proficiency
  • The TSA Tier II will document resolutions in Knowledge Base Article for future reference and Service Desk training
  • Diagnose, troubleshoot and resolve escalated issues within the service level targets or defined SLA's
  • Support clients during product releases or updates
  • Coach and mentor Service Desk Analyst to ensure their success and the success of the IT Customer Service team.

Credentials and Experience:

  • Bachelor's Degree required in Information Technology or healthcare/business related discipline
  • Minimum of five (5) years information systems implementation and support
  • *****in lieu of a Bach Degree, a High school diploma with five (5) additional years, for a total of ten (10) years in information systems support experience may be considered

Preferred:

  • MCSE
  • A+ Certification

Experience with Active Directory or other related technology



Mission To create a Moffitt culture of diversity and inclusion as we strive to contribute to the prevention and cure of cancer. Vision Moffitt Cancer Center is recognized as the model wherein the diversity of our employees and communities is valued and supported as essential components to contributing to the prevention and cure of cancer. The cancer center is an equal opportunity employer. It is the policy of the cancer center to prohibit unlawful discrimination and harassment of any type and to afford equal employment opportunities to workforce members and applicants, regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, disability, genetic information, veteran’s status or any other characteristic protected by federal, state or local law.


Apply Now

Please mention to the employer that you saw this ad on Sciencejobs.org

More Info

Job posting number:#7122073 (Ref:hlj_42883)
Application Deadline:Open Until Filled
Employer Location:H. Lee Moffitt Cancer Center
Tampa,Florida
United States
More jobs from this employer
Institution Website