Tier Three IT Helpdesk Support

POSITION SUMMARY: The Tier Three IT Helpdesk Support is a senior-level position responsible for providing advanced technical support, system administration, and leadership in managing IT helpdesk operations for Affinia Healthcare. This position will be responsible for resolving complex technical issues, managing IT assets, and providing guidance to Tier One and Tier Two IT Helpdesk Support staff. The Tier Three IT Helpdesk Support will work closely with other IT teams and stakeholders to ensure efficient and effective IT operations and support services.

POSITION QUALIFICATION REQUIREMENTS

Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience:

1. Minimum of 5 years of relevant experience in IT helpdesk support or related roles.
2. Strong technical expertise in troubleshooting and resolving complex technical issues.
3. Experience in system administration, including managing servers, networks, and IT assets.
4. Experience in managing IT helpdesk operations, including incident management, problem management, and change management processes.
5. Experience with ITIL best practices and frameworks is preferred

Skills and Abilities which may be representative but not all inclusive of those commonly associated with this position:

1. Excellent communication skills, both verbal and written, with the ability to effectively communicate technical concepts to non-technical users.
2. Strong analytical and problem-solving skills.
3. Ability to work independently and in a team-oriented environment.
4. Ability to lead and mentor junior IT helpdesk support staff.
5. Strong customer service orientation with a focus on providing exceptional end-user support.
6. Ability to prioritize and manage multiple tasks and projects concurrently.
7. Ability to work in a fast-paced environment with changing priorities and deadlines.
8. Knowledge of healthcare IT systems and applications is preferred.

Transportation Requirement: Must possess a valid driver's license and automobile with insurance coverage as required by the State of Missouri.

License(s)/Certification(s) Required:

1. A+, N+, Sec+
2. CEH, pentest+

FUNCTIONS OF THE JOB

Essential Functions

1. Provide advanced technical support to end users, resolving complex technical issues in a timely and effective manner.
2. Administer and manage IT assets, including servers, networks, and other IT infrastructure components.
3. Lead and mentor Tier One and Tier Two IT Helpdesk Support staff, providing guidance and technical expertise.
4. Collaborate with other departments and stakeholders to ensure efficient and effective IT operations and support services.
5. Follow incident management, problem management, and change management processes according to ITIL best practices.
6. Document IT helpdesk processes, procedures, and technical solutions.
7. Stay up to date with the latest technologies, trends, and best practices in IT helpdesk support and system administration.
8. Provide exceptional customer service to end users, maintaining a high level of professionalism and courtesy.

Marginal Functions:

1. Assist with IT projects, upgrades, and migrations as needed.
2. Participate in on-call rotation and provide after-hours support when necessary.
3. Perform other duties as assigned.

Supervises: None

NOTE: Affinia Healthcare is a Covid-19 Vaccine Mandated Employer. All employees of Affinia Healthcare are required to be vaccinated for Covid-19.

NOTE: SMOKING IS PROHIBITED IN THE WORK ENVIRONMENT

NOTE: ALL APPLICANTS MUST PROVIDE CONTACT INFORMATION FOR THREE REFERENCES

AN EQUAL OPPORTUNITY SERVICES PROVIDED ON A NON-DISCRIMINATORY BASIS

Current Openings for Tier Three IT Helpdesk Support Jobs at Affinia Healthcare