It Support Specialist- Healthcare

• Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced IT Support Specialist you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.

Work you'll do/Responsibilities

• Manage and provide direction to coordinators to support individual performance and achievement for team goals related to customer satisfaction, ticket response, ticket resolution, and other Service Level Agreements (SLA), manage and maintain staffing coverage for coordinators under their supervision

• Create environment focused on customer service, customer relations, leadership, decision making, and critical thinking as it pertains to the overall delivery for the assigned shift by monitoring the resolution of incidents for the team to ensure they are managed to or exceeding all required levels of the SLA (such as time requirements, customer satisfaction, request fulfillment)

• Serve as liaison between cross functional teams to including the Service Desk, engineering teams, and others to drive proactive shift left/best opportunities within the location

• Identify and execute on improvement areas to apply transformation, modernization and automation

• Maintain an accurate and readily available knowledge base which impact the standard protocols including general & client specific information; share knowledge, policies, and procedures with coordinators under their supervision

• Act as an escalation point to develop ticket solutions using protocols and independent expertise and judgment

• Coordinate and collaborate with third party vendors and suppliers to ensure issues are resolved and services are restored

• Report escalated issues of end user support tickets and solution for ongoing improvement to Deloitte leadership and client leadership

• Manage and provide (if applicable) training/coaching opportunities and reviews technical/non-technical issues with supervisors and technicians

The Team
Our Core Technology Operations (CTO) team offers differentiated operate services for our clients with solutions to help organizations scale and optimize critical business operations, drive speed to outcome, deliver business transformation, and build resilience in an uncertain future.
Our operate services within CTO include:

• Foundry Services: Operate services providing flexible, recurring resource capacity for client initiatives, projects, tasks, and enhancement

• Managed Services: Operate services that provide ongoing maintenance, monitoring, and optimization for IT/Engineering applications & products

Qualifications
Required
Bachelor's degree or equivalent experience
Excellent problem-solving and multitasking skills
Knowledge of MS Office 365 and outlook troubleshooting of 2019, 2016, 2013 etc.
Knowledge of M365 Apps
Basic understanding of using active directory, DNS & DHCP
Hands-on experience with Windows operation systems
Knowledge of networks basics configurations, troubleshooting
Must have knowledge about the remote support application like Webex, Zoom, teams, Bomgar etc.
Limited immigration sponsorship may be available
Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
Preferred
Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
Analytical ability to manage multiple projects and prioritize tasks into manageable work products
Can operate independently or with minimum supervision
Excellent communication skills
For individuals assigned and/or hired to work in New York Deloitte is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to New York, and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $109,000-$181,000.