Why work at TidalHealth? 

Looking for a rewarding place to work? Choose TidalHealth. Our hospitals have been named among the Top 5 percent of all U.S. hospitals by Healthgrades and a five-star hospital by the Centers for Medicare & Medicaid Services. Located just 30 minutes from the beach, TidalHealth offers the widest array of specialty and subspecialty services such as neurosurgery, cardiothoracic surgery, joint replacement, emergency/trauma care, comprehensive cancer care, wound care and clinical trials and research. Take advantage of our tuition assistance and scholarship programs to grow both personally and professionally. 

Client Support Technical Lead Position Summary

The Client Support Technical Lead provides hardware and software support for client-side systems and devices. This position acts as the Tier 2 escalation point for complex or critical customer issues related to desktop support and facilities changes for TidalHealth Peninsula. This position is responsible for resolving more complex issues requiring independent research and diagnosis. Software support will be more focused at the operating system and network operating system level. The predominant environment is the Windows operating system and network operating system running over the TCP/IP protocol suite. The position also leads communications in conjunction with the Service Desk Lead or the TidalHealth Nanticoke Client Support Supervisor, during technical outages and incidences as well as for moves, adds and changes related to hardware deployments. Responsible for leading communications on project statuses and providing updates as needed to the team. The lead trains the Client Supports Team and Service Desk on Tier 2 issue resolutions and provides back-up to the Service Desk Lead. The role is also responsible for prioritizing incidents and service request tickets for TidalHealth Peninsula in alignment with the defect prioritization system. • Additionally, this position may require the individual to demonstrate the ability to provide expert leadership, project management, and the ability to distribute the workload among peer level technicians. Document, maintain, upgrade or replace hardware and software systems. Support and maintain Active Directory user account information, including rights, security and systems groups. Proficient with a variety of information services concepts, practices, and procedures. Experience and judgment are required to plan and accomplish goals. Strong verbal and writing skills are required. May be required to assist with systems administration functions such as restoring files from backup, assist with systems hardware and software upgrades, and monitoring system configuration to ensure data integrity.

Client Support Technical Lead Position Requirements

Education

AA Degree in Electronics, Information Systems, or related field is required. A Bachelor’s Degree in Computer Science, Information Systems, or related field is preferred.  Project Management Certifications a plus. Extensive work experience or equivalent education may be considered in lieu of educational requirements. Three years of related work experience that must include Windows based desktop systems and Windows Server network operating systems.

Experience

Three years of related work experience that must include supporting Windows-based devices in a networked environment. Strong verbal and writing skills are required.  Experience in deploying Windows-based devices by means of imaging. Knowledge of the principles and methods used in obtaining maximum utilization of the computing environment.   Understanding of the Windows Server OS. Comprehension of basic security best practices and requirements. Advanced understanding of Tidal Health networks including TCP/IP networking, AD, Windows OS. Must be able to quickly evaluate multiple operational situations, choose the most appropriate response and manage the resolution to completion under stressful conditions. Ability to perform a root cause analysis on computer systems. In-depth knowledge of desktop applications and hardware infrastructure. The capacity to provide resolution, escalation, referral, and follow-up on desktop and application issues. Excellent verbal and written skills, ability to listen and interface with both technical and non-technical personnel

Client Support Technical Lead Benefits 

At TidalHealth, full-time employees working at least 72 hours per pay period, part-time employees working at least 36 hours per pay period and part-time employees working at least 30 hours or more on weekends only are eligible for benefits. 

Benefits include medical, prescription, vision, dental, flexible spending accounts, disability insurance plans, life insurance, paid time off plans, retirement plans, tuition assistance, employee assistance, and access to on-site childcare and a credit union.