National Association of Latino Healthcare Executives ยท 5 days ago
IT Support & Operations Consultant IV, Desktop Support
Renton, WA
Full-time
Onsite
Senior LevelNational Association of Latino Healthcare Executives is seeking an IT Support & Operations Consultant IV to provide guidance and support in desktop and infrastructure issues. The role involves mentoring lower-level staff, managing ticket queues, and collaborating with vendors to resolve complex software issues.
Health CareHospitalMedical
Responsibilities
Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities
Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback
Provides first and second level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly)
Resolves highly complex problems and provides support to others
Supports and assists with troubleshooting efforts in conjunction with customer to identify highly complex problems
Assists with efforts to analyze and prioritize incoming requests and alerts
Identifies highly complex problems and escalates to senior staff for prioritization
Follows procedures for incident escalation and notification to leadership
Follows and facilitates the development of standard operating procedures
Facilitates the tracking and development of documentation by entering details of problems, status of service requests, and resolutions into the company tracking system
Facilitates efforts to meet key performance indicators (e.g., performance, availability, capacity)
Supports and assists with the documentation of workarounds for problem records and changes to proactive processes
Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology
Facilitates the knowledge repository for highly complex technical support
Supports and assists with the execution of disaster recovery and business continuity processes and events
Qualification
Required
Mentoring lower level staff
Providing guidance during complex issues
Managing team ticket queue(s)
Making ticket assignments
Providing hands and eyes for server support
Partnering with HP and IBM for resolution
Providing consultation and vendor coordination for projects/work relating to desktop and infrastructure
Working with business units or vendors to resolve complex issues with software related to desktops/peripherals
Providing before/after hours support
Completing work assignments and supporting business-specific projects
Applying expertise in subject area
Supporting the development of work plans to meet business priorities and deadlines
Ensuring team follows all procedures and policies
Coordinating and assigning resources to accomplish priorities and deadlines
Collaborating cross-functionally to make effective business decisions
Solving complex problems
Escalating high priority issues or risks
Recognizing and capitalizing on improvement opportunities
Practicing self-development and promoting learning in others
Proactively providing information, resources, advice, and expertise
Building relationships with cross-functional stakeholders
Influencing others through technical explanations and examples
Adapting to competing demands and new responsibilities
Listening and responding to performance feedback
Providing feedback to others and managers
Creating and executing plans to capitalize on strengths and develop weaknesses
Supporting team collaboration
Adapting to and learning from change, difficulties, and feedback
Providing first and second level support
Resolving difficult, complex, and sensitive problems
Meeting customer service standards
Resolving highly complex problems and providing support to others
Supporting and assisting with troubleshooting efforts
Analyzing and prioritizing incoming requests and alerts
Identifying highly complex problems and escalating to senior staff
Following procedures for incident escalation and notification to leadership
Facilitating the development of standard operating procedures
Facilitating the tracking and development of documentation
Facilitating efforts to meet key performance indicators
Supporting and assisting with the documentation of workarounds
Reviewing information and supporting the compilation of information related to new technology
Facilitating the knowledge repository for highly complex technical support
Supporting and assisting with the execution of disaster recovery and business continuity processes and events
Company
National Association of Latino Healthcare Executives
The National Association of Latino Healthcare Executives is a hospital and healthcare organization.
Founded in 2005
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Jackie Sifuentes, MBA, LSSYB
Co-Founder La Mesa Emerging Leaders Mentorship Program for Early Careerists
Company data provided by crunchbase