Current Career Opportunities at Oaklawn

Job Summary: Lead End-Point Analyst will oversee and provide “hands-on” support for end-point computer operations, IT equipment acquisition, asset management and assist with related service contracts to ensure that all operations are conducted in an efficient manner. Responsible for planning, designing, and analyzing the organization’s end-point operations according to best practices, while ensuring high levels of customer service quality and availability. Responsible for staffing resource allocation, service process design, developing proactive resolution plans and assist the IS Director with performance evaluations.

Essential Functions:

• Consistently uses an outward mindset and puts forth exemplary effort in accomplishing his/her goals and objectives in a manner that helps others to achieve their goals and objectives.
• Manages Day-to-day oversight of all activities related to end-point technologies as well as ongoing projects, tasks and assigned service tickets
• Assists with ongoing review of operating requirements in alignment with budget planning
• Assists with development of key performance indicators (KPIs) to measure user satisfaction and service support success.
• Provides up-to-date system and process and standard work instructions and inventories
• Assists with vendor support contracts for end user hardware and software
• Work in concert with software and hardware vendors for problem resolution
• Trains team of Endpoint (PC) Analysts for projects and support
• Handles customer problems that may appear to arise from the use of products or the services
• Coordinates rollout of new PCs, laptops, printers, etc. in accordance with applicable replacement schedules as well as associated licensing
• Completes, maintains, and processes pertinent paperwork and records
• Plans and schedules support
• Oversees the end-point IT planning of depart move and construction projects

Minimum Qualifications: Bachelor's degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training.

Knowledge, Skills & Abilities:   Demonstrated experience leading a team of customer service professionals and development of standard work instructions. Experience with help desk ticketing systems and customer service workflow. Strong understanding of technical troubleshooting methodology. Ability to facilitate problem-solving and change management among administrative and clinical groups with varying needs and priorities, and to communicate well with administrative and clinical users, technical staff, and senior management. Strong coaching and mentoring skills. Excellent oral, written, and interpersonal communication and presentation skills. Ability to work with a broad range of technical staff to develop joint solutions. Thoroughly understand multiple versions of end-point operating systems and imaging technologies. Have strong customer service skills and staff management experience. Strong end-point technical background.

Working Conditions:  May be occasionally exposed to hazardous materials or infectious diseases

Physical Requirements: Constantly see/visual acuity, handle/grasp/feel, talk/hear.  Frequently stand, sit, walk, reach, push/pull, bend/twist, stoop/kneel/crouch, lift/carry 1 to 49 lbs.  Occasionally lift/carry 50+ lbs.