Lead Analyst, Endpoint Support: Day Shift, Onsite - Kansas City, Missouri, United States

Thanks for your interest in Children's Mercy · Do you envision finding a meaningful role with an inclusive and compassionate team? At Children's Mercy, we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve ...

Job description

Thanks for your interest in Children's Mercy

Do you envision finding a meaningful role with an inclusive and compassionate team? At Children's Mercy, we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference, which is why we have been recognized by U.S. News & World Report as a top pediatric hospital, for eleven consecutive years.

Children's Mercy is in the heart of Kansas City – a metro abounding in cultural experiences, vibrant communities and thriving businesses. This is where our patients and families live, work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in children's health, we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.

Overview

Endpoint Support Lead Analyst assists management by overseeing daily operations, analyzing the department's workload, and leading all project initiatives. Lead Analyst is tasked with streamlining support processes, creating comprehensive knowledge documentation, and ensuring work is appropriately distributed between various support tiers. Lead Analyst also assists Tier 3 and 4 teams by identifying opportunities to push tasks down to Tier 1 and Self-Service, improving service levels and response times. Lead Analyst plays a key role in assisting management by representing the team during meetings, covering major incident calls, and ensuring high customer service and communication across all organizational levels.

This is an onsite role at our main location in KCMO. #LI-DNI

At Children's Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.

Additionally, it's important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children's Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.

Responsibilities

• Leads the department in all organizational project work, from initial planning to final implementation, coordinating with various teams, managing timelines, and ensuring that all technical and operational requirements are met.
• Leads the development, organization, and continual improvement of knowledge base documentation, identifying knowledge gaps within the Tier 1 and 2 teams and creating solutions that allow them to handle tasks previously escalated to higher tiers.
• Responsible for overseeing and leading all project and departmental meetings, ensuring seamless communication of updates and action items to the team, while implementing strategic initiatives to enhance operational efficiency. Oversees training programs and audits to maintain a high level of departmental performance and accuracy.
• Provides troubleshooting expertise to team members and acts as a bridge between Tier 3 and 4 teams, ensuring that escalated issues are resolved effectively and communicated back to the team, while also empowering Tier 1 and 2 teams to handle a broader range of tasks.
• Provides troubleshooting expertise, comprehensive knowledge, and strategic guidance to peers for organizational applications utilized by end users at Children?s Mercy.
• Leads the daily administration and maintenance of Endpoint hardware and software systems, ensuring peak performance and reliability.

Qualifications

• Bachelor's Degree (Preferred) and 5-7 years experience This is a technical position requiring both a firm basic education and experience in the field. Since this is a more senior position, the theory and advanced problem-solving skills acquired either through post- secondary education or through more extensive on-the-job experience are necessities. or
• High School diploma, or equivalent, and 10+ years of experience in customer service, technical support, or other similar roles may be accepted in lieu of degree.
  • CompTIA A+ certification Preferred
  • CompTIA N+ certification Preferred
  • CompTIA S+ certification Preferred
  • Microsoft Technology Associate (MTA) Preferred
  • Microsoft 365 Certified: Fundamentals Preferred
  • Apple Certified Support Professional (ACSP) Preferred
  • Jamf Certified Associate Preferred

Benefits at Children's Mercy

The benefits plans at Children's Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.

Learn more about Children's Mercy benefits.

Starting Pay

Our pay ranges are market competitive. The pay range for this job begins at $31.02/hr, but your salaried offer will be determined based upon your education and experience.

Remote Work/Work from Home

This position is not eligible to work remotely, which means that the person hired will be required to work onsite at one of our Children's Mercy locations and may not work from home.

EEO Employer/Disabled/Vet

Children's Mercy hires individuals based on their job skills, expertise and ability to maintain professional relationships with fellow employees, patients, parents and visitors. A personal interview, formal education and training, previous work experience, references and a criminal background investigation are all factors used to select the best candidates. The hospital does not discriminate against prospective or current employees based on the race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry or veteran status. A drug screen will be performed upon hire. Children's Mercy is smoke and tobacco free.

CM is committed to creating a workforce that supports the diverse backgrounds of our patients and families. We know that our greatest strengths come from the people who make up our team, so we hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our hospital stronger and our patient care more compassionate.

If you share our values and our enthusiasm for service, you will find a home at CM. In recruiting for our team, we welcome the unique contributions that you can bring, including education, ideas, culture, and beliefs.