IT Support Specialist, San Francisco, CA

Requirements

• Seeking a mid-level Service Desk analyst position with a primary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature where judgment will be required in problem resolution.
• Responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations.
• Balances technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk. Works to resolve or appropriately escalate issues and assist with maintaining the Knowledge Base (KB).
• Communicates technical concepts effectively in both written and oral.
• Applies advanced technical knowledge as well as application access to resolve application problems.
• Acts as a mentor to junior level staff and be called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met.
• Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.