IT Support Specialist II

Job Summary/Objective

Under minimal supervision, performs high level and intermediate maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment located throughout the organization. Works with end-users and IT department to identify production issues. Acts as a lead to other support analysts and provides guidance as needed to ensure good customer service and that deployment and relocation of devices are completed appropriately and timely. Provides support to computer users. Resolves moderately complex hardware and software problems within established time frames and elevates more complex problems to the department manager and/or director.

Essential Functions

• Provides support for computer workstation and other computer devices, in accordance with Information Technology policies and procedures
• Documents & updates installation, configuration, deployment & maintenance procedures
• Organizes, schedule and prioritize workload by using the IT Helpdesk system
• Tracks hardware and software license inventories as well as equipment holders
• Assists with administration of server systems, backup & monitoring system availability
• Responds to technical alert notifications on client servers and network appliances
• Upgrades operating system and Hardware when possible and performs System Backups
• Deploys and relocates computer hardware as defined by prescribed procedures, in accordance with Information Technology policies and procedures
• Supports issues with the internal systems and network infrastructure as necessary
• Supports the network level: WAN and LAN connectivity, routers, firewalls, and security
• Uses remote access software to identify and resolve issues on client computers across a broad spectrum of problems: printers, file drives, calendar fixes, eClinicalWorks issues
• Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review
• Accepts and/or coordinates responsibility of managing the HelpDesk queue to ensure timely assignment of tickets
• Monitors assignments to ensure resolution within established service level agreements
• Evaluates severity and urgency of issues and manages workload to ensure that the highest priority requests are handled expeditiously
• Acknowledges receipt of the issue in a timely manner and provides customer with estimated time to resolution
• Performs troubleshooting to determine the probable root cause and resolves problems
• Ensures that testing is performed to validate that all hardware and software functions correctly
• Troubleshoots and repairs computer hardware and software problems
• Maintains all digital and analog PBX telephone equipment and handsets
• Provides phone support, as needed, to ensure adequate Help Desk coverage
• Sets up training room devices in preparation for Training or Presentations
• Responds to customer and manager requests in a timely manner, provides estimated time to completion, and keeps contacts updated on progress
• Performs site surveys to assess the need for cabling, data jacks, print queue maintenance, etc.
• Responsible for Mitel equipment maintenance
• Supports disaster recovery solutions
• Serves as second level of support that can do further troubleshooting and assist with complex issues
• Ensures that testing is performed to validate that all hardware and software functions correctly
• Configures devices for providers, users and management.
• Maintains availability by checking e-mail and voice-mail systems at regular intervals, carrying mobile phone at all times during business hours
• Provides assistance to IT Manager to assist in other projects and or tasks as assigned.
  
  

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