What are the responsibilities and job description for the IT Support Specialist II position at Dayton Physicians, LLC?
IT Support Specialist II
Summary:
Provide escalated technical customer support to end-users at Dayton Physicians and remote facilities. The IT Support Specialist II will provide Tier I and Tier II support to end-users. Escalation of tickets will be handled by the specialist to provide further in-depth analysis of complex issues and escalate to Tier III staff where necessary. The IT Support Specialist II needs to be comfortable communicating with junior and senior-level staff in a friendly, professional, and timely manner.
Provide escalated technical customer support to end-users at Dayton Physicians and remote facilities. The IT Support Specialist II will provide Tier I and Tier II support to end-users. Escalation of tickets will be handled by the specialist to provide further in-depth analysis of complex issues and escalate to Tier III staff where necessary. The IT Support Specialist II needs to be comfortable communicating with junior and senior-level staff in a friendly, professional, and timely manner.
Schedule: Monday through Friday 8:00am - 4:30pm
No weekends, evenings or holidays!
Work/life balance schedules
Why work for Dayton Physician's Network?
- Full-time employees are eligible for health, dental and vision benefits
- Company holidays and a flexible holiday!
- Generous Paid Time Off (PTO) Package
- Additional accrual increase after 1 year of service with Dayton Physicians!
- 401K
- Yearly Bonus Program
- Dayton Physicians Network as an Independent Practice <- Watch video here!
DPN Core Value Expectations:
The CARES model reflects the principles that guide our day-to-day behaviors; our decisions, our actions, and our relationships with each other and with the patients and families we serve. All DPN employees are expected to embrace and demonstrate the following:
- COMPASSION: we show compassion for others
- ACCOUNTABILITY we hold ourselves accountable for our actions
- RESPECT: we show respect for others
- EXCELLENCE: we strive for excellence in all that we do
- SERVICE: we provide service to our patients, team members and community.
Additionally, as DPN is a service-oriented organization, All DPN employees are expected to embrace and demonstrate the following when interacting with patients, employees and other customers:
- Smile, make eye contact and greet with energy!
- Restate what you are hearing. Listen patiently and compassionately to complaints. Our patients and families are likely going through a difficult time. Irritability on their part is not about you.
- Give full attention. Turn away from the computer screen and face the person you are conversing with.
- Explain any potential delays in service and provide frequent updates.
- Empathize (feel empathy for someone)
- Work as the first escalation point for technical requests providing in-depth analysis of incidents beyond the scope of Tier 1 staff.
- Provide end-user support for complex issues that require detailed knowledge of systems and software used at Dayton Physicians.
- Provide Tier I support when Tier I staff is unavailable; log all call activity and resolve tickets within scope or triage and escalate tickets as needed.
- Provide technical training to staff and end-users as needed.
- Develop and create documentation for the knowledge base to be used by IT staff.
- Work with other departments for collaborating IT projects.
- Stay abreast of hardware and software utilized at Dayton Physicians to facilitate troubleshooting.
- Maintain an asset tracking database and follow procedures when handling the distribution of equipment or licensed software.
- Follow all health care and privacy and safety rules and adhere to Dayton Physicians Core Values.
- Travel to remote sites and provide on-site support and equipment deployment.
- Interact with vendors to resolve issues or assist in active projects.
- Provide after-hours support via a rotating On-Call schedule.
- Other duties as assigned.
Required Education and/ or Experience:
Associates Degree in IT or equivalent experience in IT
3-5 years of enterprise IT helpdesk experience preferred with at least one year in healthcare environments.
The incumbent is required to stay current and proficient with IT products and software as directed/needed.
Certification preferred
- CompTIA A /Network
- Microsoft Technology Associate (MTA)
- Microsoft 365 Certified: Modern Desktop Administrator Associate
General Skill Requirements:
- Excellent oral and written communication
- Working knowledge of Microsoft Office, including Word, Excel and Outlook.
- Experience working with a Practice Management system.
- Attendance and punctuality are essential requirements of this position to provide excellent customer service to both our internal and external stakeholders.
- MS Operating Systems; Windows 10/7
- MS Office Suites 2013, 2016, 2019 and O365
- Working knowledge of desktop/laptop hardware
- Experience with remote desktop solutions
- Active Directory experience (users/groups/policies)
- Experience with ticket tracking systems
- Basic knowledge of Cisco/VOIP phones (physical setup/voicemail password reset)
- Working knowledge of Windows OS in a networked environment
- Experience with PC imaging solutions
Physical/ Mental Demands:
While performing the duties of this job, the employee is regularly required to use hands to assist patients, reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The position requires regular lifting and/or moving up to 10 pounds and occasionally lifting and/or moving up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
While performing the duties of this job, the employee is regularly required to use hands to assist patients, reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The position requires regular lifting and/or moving up to 10 pounds and occasionally lifting and/or moving up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
