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Public Health Management Corporation · 3 months ago

IT Systems Specialist

Philadelphia, PA

Full-time

Onsite

Mid, Senior Level

5+ years exp

Public Health Management Corporation (PHMC) is a leader in public health. They are seeking an IT Systems Specialist to support leadership with PHMC applications and network systems, process IT requests, and develop support procedures. This role involves communication with team members and management to ensure efficient operation of IT systems and support services.

Health CareNon Profit

Responsibilities

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

Qualification

IT help desk experienceCustomer support experienceInformation Technology certificationsITIL certificationOrganizational skillsCommunication skillsAttention to detail

Required

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

Must meet one of the following: High school diploma or equivalent and 7+ years of professional experience in IT help desk or customer support

Clear understanding of the hardware, software, and application error handling

Excellent organizational skills, attention to detail, and highly accurate work

Excellent communication skills