IT Support Specialist II - Full Time

The IT Support Specialist II provides remote an onsite computer hardware and software support with an emphasis of exceptional customer service support. This position is responsible for resolving incoming calls routed to the help desk, managing and resolving escalating calls while performing duties as assigned.

Essential Functions:

• Must exhibit a beginner to moderate knowledge of Microsoft Server.
• Must demonstrate a moderate knowledge of Microsoft Windows, MAC operating system and LAN environments.
• Providing computer hardware and software support
• Excellent customer service; emphasis on strong verbal and written communication skills is required
• Proven record of professionalism and courtesy is required.
• Prioritizes and plans work activities efficiently.
• Effectively lead and complete projects as assigned.
• Always work as a team member within the entire company.
• Ability to work independently to resolve customer issues with little or no supervision.
• Satisfactorily demonstrates the knowledge, skills and abilities to perform the duties outlined in this job description as well as continually demonstrates competency in performing the job duties
• Effectively working and cooperating with supervisors, co-workers, and clients.
• Following the directions of supervisors.
• Refraining from causing or contributing to disruption in the workplace.
• Regular and reliable attendance.
• Performs other duties as assigned.

Functional Accountabilities:

• Performs customer service functions by answering customer questions and addressing technical challenges.
• Manage new issues delivered to the help desk through troubleshooting techniques.
• Diagnose and resolve software and hardware operational issues.
• Build, deliver, install and test hardware, including windows-based terminals, applications software and peripherals such as printers, modems, scanners and handheld devices.
• Manage, update and maintain the help desk inventory and knowledge database
• Provides tier II hardware and software support when required.
• Document all requests and resolutions within ticket tracking system.
• Prioritize emergency requests and resolve quickly.
• Provide quality service while minimally impacting patient care.
• Understanding of LAN network environments.

Accountability:

• Reports to: Director of Helpdesk and Technical Services
• Supervises: None

Qualifications:

• High School Diploma or G.E.D. required.
• Associates or Bachelors degree in a computer related discipline is preferred.
• 5 years of previous experience in a system application and hardware support role is preferred.
• 1 years of previous Windows Server 2000, 2003, 2008 experience is preferred.
• Comp TIA A certification preferred.
• Comp TIA Network certification preferred
• Must have a valid license to drive.

Required Physical Demands:

• Strength (Lift, Carry, Push, Pull): Medium (Exerting 20 to 50 pounds of force occasionally, or 10 to 25 pounds of force frequently, or greater than negligible up to 10 pounds of force constantly to move objects)
• Standing/Walking: F (Frequently; activity exists from 1/3 to 2/3 of the time)
• Keyboard/Dexterity: Constantly; activity exists 2/3 or more of the time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes
• Color Acuity: No
• Driving: Yes

Environmental Conditions:

Level: Moderate

• Hazards will be minimized if universal safety procedures are followed. Must follow standard precautions. Heavy work volume with high degree of accuracy and excellent customer service is required. May be required to work extended hours to meet critical deadlines. Travel may be required.

Benefits

• Medical
  • Minimal out-of-pocket expenses for services provided by the company.
  • Generous prescription plan available with enrollment on the medical plan.
• Dental
  • Two in-network options when choosing a dentist for maximum savings and lower out-of-pocket expenses.
• Vision
  • The largest national network of private-practice doctors making it easy to find the in-network doctor who is right for you.
• Section 125 Plan offered to include pre-tax premiums for Medical, Dental and Vision as well as flexible spending for unreimbursed out of pocket eligible medical expenses and dependent care.
• Company Paid Life Insurance policy for employee with option to purchase additional coverage for employee, spouse and/or dependents.
• Company Paid Long Term Disability which goes into effect after an absence due to medical disability.
• Short Term Disability available for purchase to bridge the gap between being out and when long term disability kicks in if applicable and allows employee to avoid exhaustion of paid time off.
• Accident Insurance and Critical Illness coverage available for purchase on employee, spouse and/or dependents.
• 401(k) with a generous match.
• Generous paid time off accrual program.
• 7 paid holidays.