• Provide technical support of network, applications, printers, other peripherals, and related technology for services supported under the terms of the contract.• Assist in support for issues within the Service Desk Team when workloads are high or additional experience is required for all services under the terms of the contract utilizing approved processes, procedures, scripts, and knowledge articles.• Ensure workflow and quality of work meet or exceed the remedial and routine performance criteria stated within the Statement of Work.• Provide technical advice for the development, design, and systems integration for client engagement from the definition phase to implementation and transition to support.• Assess systems and develop written technical procedures for the site in line with established.Company ISO standards, if necessary. Ensure compliance with any technical changes or newtechnical requirements and continue improving the support and maintenanceof the systems. Recommend improvements and upgrades where necessary.• Participate in staff training, coaching, mentoring, and recurrent training and awareness sessions where needed.• Represent the Service Desk Team in meetings and events where this function has a stakeholder.• Provide shift coverage in the event of absence through sickness or vacation.• Troubleshoot, diagnose and resolve operating systems, hardware, and software issues by analyzing the symptoms and identifying the underlying problem that has been escalated.• Accurately record, prioritize, and update all IT support requests through the service desk software.• Ensure proper escalation procedures are followed.• Ensure the ticket number and estimated time frames are communicated to the customer.• Assist with monitoring and evaluating Technicians and the services to improve the efficiency,service level performance, and customer satisfaction.• Manage confidential data responsibly Interview and hire potential candidates.

• Customer Relations – Collaborate with customer stakeholders and line of business team. Understand WCAA imitates and help drive them forward as required.• Drive Process and Quality improvement through monitoring execution, observations, and customer feedback.• Personnel Mgt- Responsible for ensuring staff tracks and enters time into required systems for billing and productivity requirements. • Personnel - Approve time-off request and inform Insight leadership if backfill resources are required• Communications - Conduct effective meetings as needed, respond to emails promptly, and mentor team members on effective verbal and written communications to fulfill their job responsibilities• Personnel - Conduct team member connection meetings to review performance and focus on areas that may require improvement. • Assign or complete any changes to customer SOP or other documentation required for compliance purposes as needed• Assign tickets and monitor all Incidents throughout the workday. Escalate to POM or Customer POC as needed.• Ensure tickets are being updated with progress and notes as the work is performed. • Escalate any ticket that requires engaging customers or additional resources or vendors; communicate to customers and Insight and WCAA leadership as required.• Assign requests/tasks to appropriate resources.• Review daily status of tasks assigned to resources and communicate any change in due dates to customers if needed.• Review, approve and assign all change requests to appropriate technical personnel.• Monitor incidents to determine if a problem exists that requires further technical investigation to determine a fix• Lead the charge to solve issues and close problem management tickets• Communicate status and resolution to problem management tickets to team members and customers as needed.

• Provides production support for the IT asset data and reporting across the company. This would include following departmental controls and processes and documenting Incidents in the IT support system.• Monitors queue for incoming production support incidents and requests. Takes ownership of incidents & requests, troubleshoots issues, and resolves incidents. May contact customers and peers within other areas of IT throughout the process. Works with other team members to balance the load of incoming incidents & requests. Takes after-hours & weekend support calls from customers.• Participates in the financial planning and execution of budgetary processes for La-Z-Boy systems.• Maintains the IT portion of the procure to pay process in Procure to pay system. Including processing purchase orders and invoices.• Participates in IT projects and initiatives as required for Corporate or Divisions. Individual contributor on small to mid-level infrastructure projects or initiatives. Participates in larger or more complex cross-functional projects. Creates appropriate documentation for asset lifecycle, support, cross-training, and moving systems into an operational state. Assist in implementing new/additional technologies including hardware and software, as well as any new/updated processes.• Completes deployments (change/service requests) for customers and peers on systems, including following departmental controls and processes and documenting in IT support systems, security modifications/updates, schedule changes, software development life cycle (SDLC) requests, and various other system changes.• Monitors queues for incoming mid-level to moderate change requests, confirms and validates business requests and approvals, obtains IT leadership approvals. Collaborates with and direction from Sr Systems Administrator where appropriate.• Provides input on work instructions for support and operational processes. Creates system diagrams (Visio) for reference and support.

• Operating systems including Windows 10 and enterprise-level imagining (Microsoft System Center)• Management platforms such as SCCM, VMware vSphere, Brivo, Good, etc.• Administration of Active Directory Users and Computer including Exchange email accounts• Advanced knowledge of Windows registry, file and folder security, local/domain user security, and operating system troubleshooting.• Help desk ticketing system (Service Now) for working tickets and managing priorities• Remote management tools (Bomgar, Lync, WebEx/Zoom)• Cisco video conferencing, WebEx, Zoom, Okta SSO, VPN/RSA• Mac OS, iOS, and Android

• Help Desk support via telephone (to over 6000 clinicians and support personnel), email, remote access, and personal visits logging tickets into the Service Center system• Leadership role as the SR Solution Center Analyst• Interviewed candidates for Solution Center Analyst positions• Handle scheduling for Solution Center for personnel• Liaison between clinical, technical, management, and Solution Center analysts• Train incoming Solution Center personnel• Administration and support of various hospital applications including: Epic, Chartmaxx, Teletracking, Catus, and Ibex• Network support including setting up security access at the hospital level for doctors and nurses, giving access to shared directories and file restoration• Setting up and support virtual meetings using MeetMe Line, Bell South, and Cisco Meeting Place• Operate all computer systems according to current prescribed procedures outlined in the Data Center Manual, written memos, Change Controls and verbal instructions• Escalate unresolved issues by opening a ticket in the call tracking system, paging the appropriate support personnel, and dispatching all unresolved calls to the proper queue• Support and participate in the continuous assessment and improvement of the quality of care and services provided, as well as respond to customer needs in a manner that provides added value and generates significant customer satisfaction

• Help Desk support via telephone, email, remote access, and personal visits logging tickets into the HEAT system• Software procurement including approval, installation, and support• Blackberry administration support, including account activation and password support• Administration and support of various government applications including: REDS, CDW, and CARMA• Network support including setting up security access at the federal governmental level

• Provides customer support for Help Desk request via telephone and email• Logging all calls using Amdocs ticketing system• Through Active Directory I create, reset, unlock, deactivate, and modify network accounts• Through Oracle I create, reset, unlock, and modify accounts• Remote shadowing onto customers machines using Communicator (OCS)• Create images via Ghost, to deploy a new system or replace an old• Install and trouble shoot various applications