Robert Kennedy

Demonstrates PSJH core values of compassion, dignity, justice, excellence, and integrity to customers, employees, and visitors; and provides quality service in the performance of work assignments and duties assigned to them.

Provides high quality end user support and services while providing excellent Customer Service to all PSJH employees and partners.

Ensures critical events are communicated in a timely manner to the appropriate parties for tracking of the issue until resolution.

Adheres to documented standards, policies and procedures for documentation, ticketing processes, and handling expectations. Operating within the desktop EUS SLA’s.

Ability to clearly gather pertinent information associated with customer issues, needs & requirements, and communicate thoroughly to other IS organizations (both PSJHS and vendors) during ticket hand-off in order to minimize customer interruptions and avoid duplicate information requests.

Provides training or mentoring to other team members regarding technical and application support. Demonstrate a leadership role within the EUS team in modeling behaviors consistent with industry practices in garnering excellent customer satisfaction.

Provides a level of technical expertise across multiple skill sets and a complex technical environment to address and resolve the client’s issues in an acceptable time frame.

Ability to work under broad direction by a supervisor or manager. Consults with other teams to troubleshoot a variety of complex issues to meet their customer’s needs. Focal point in the coordination of technical resources for problem resolution. May assign work to other team members as necessary to accomplish team goals. Provide operational training and leadership to other team members.

• Configured networks for smooth, reliable operation to meet business processes and objectives.
• Performed day-to-day LAN and WAN administration, maintenance and support.
• Maintained network hardware and software and monitored network to support network availability to end users.
• Provided consistent support through on-call rotation duty.