IT Systems Specialist

PHMC is proud to be a leader in public health. PHMC requires all employees to be fully vaccinated for COVID-19 before the first day of employment. We will offer the vaccination at no cost via our Health Centers.

DEPARTMENT: Information Technology

JOB OVERVIEW:

The Systems Specialist positioned between IT management and service desk staff is responsible for supporting leadership with regard to all PHMC applications and network systems. The Specialist processes IT requests from business units related to the above-mentioned systems. This role is also responsible for developing and maintaining support procedures with ITSS leadership for the comprehensive support of PHMC systems. This includes conducting research related to new support and customer service methods and technologies in support of IT systems and PHMC users in general. The Systems Specialist utilizes established service desk software to track and solve widespread technical concerns raised by PHMCs business units and organize the workload. This individual must have the ability to communicate effectively with team members and management regarding the progress of assignments project task timelines issues and contingencies.

WORK SCHEDULE:

• This is a full-time exempt position with a regular work schedule of five days per week.
• Work hours are Monday through Friday 8:30 a.m. to 5:00 p.m.
• This position may be required to work some evenings and Saturdays during peak periods.
• Work primarily performed at 1500 Market Street Philadelphia PA

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.

SKILLS:

• Clear understanding of the hardware software and application error handling
• Excellent organizational skills attention to detail and highly accurate work
• Excellent communication skills

PHYSICAL REQUIREMENTS: Normal office environment

EDUCATION:

• Must meet one of the following:
  • Bachelors degree in technology from an accredited institution and 5 years of professional experience in IT help desk or customer support
  • High school diploma or equivalent and 7 years of professional experience in IT help desk or customer support
• Information Technology related certifications preferred
• ITIL certification would be beneficial

SUPERVISOR: This position reports to the IT Systems Support Manager and ultimately the Managing Director of Information Technology.

SALARY GRADE: 18

PHMC is an Equal Opportunity and E-Verify Employer.

Required Experience:

Unclear Seniority