Description

SUMMARY:

The Technical Support Specialist is responsible for providing technical assistance and support to end-users for hardware, software, and network-related issues. This role involves troubleshooting problems, guiding users through step-by-step solutions, and ensuring that all inquiries are addressed promptly and effectively. The ideal candidate will possess strong communication skills, a deep understanding of IT systems, manage support tickets, maintain documentation, and collaborate with other IT team members to resolve complex issues. The position requires a proactive approach to problem-solving and a commitment to delivering exceptional service to enhance user experience.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Aligns work with the organization’s vision, mission, and values while delivering professional, courteous service.
2. Prioritizes tasks to meet deadlines and complete responsibilities efficiently.
3. Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications.
4. Travels between Gracelight sites and/or external partnership sites as needed.
5. Complies with organizational policies and procedures.
6. Diagnoses and troubleshoots technical issues related to network, PC hardware/software, Mobile/Tablets, user accounts, and printing.
7. Documents all interactions and resolutions in the support ticket system.
8. Escalates issues as necessary to other members of the IS team.
9. Creates and maintains user guides, FAQs, and other technical documentation.
10. Assists in department projects and maintenance that may need to be conducted after standard business hours.
11. Participates in an on-call rotation to ensure continuous support and coverage for the department.
12. Must be willing and able to work at all locations as needed to meet patient care needs.
13. Performs all other duties as assigned, some of which may be outside of business hours and/or on weekends.

Qualifications

QUALIFICATIONS, SKILLS & ABILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High School or GED Equivalent or Equivalent Work Experience.
2. Relevant certifications (e.g., CompTIA Network , CCNA, Security , MS-900, or AZ-900) are a plus.
3. Bachelor’s degree in computer science Preferred.
4. Two years’ experience in a technical support role.
5. Functional understanding of Microsoft 365, Intune, Azure, Windows 11, Azure AD, OKTA(Preferred.)
6. Functional Knowledge of PC, Printer, and Network Hardware.
7. Excellent problem-solving and analytical skills.
8. Exceptional communication and interpersonal skills.
9. Ability to work independently and as part of a team.
10. Familiarity with customer support software (e.g. Freshdesk) is a plus.
11. Working knowledge of electronic health record systems and other clinical systems.
12. Strong analytical, problem-solving, and decision-making skills.
13. A genuine passion and deep appreciation for the mission of the Organization.
14. Flexibility to work both remotely and onsite as needed, including the ability to attend impromptu meetings or handle urgent issues in person at any of Gracelight Community Health's locations.

PHYSICAL, ENVIRONMENTAL, AND MENTAL REQUIREMENTS:

The physical, environmental, and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical:  While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel and reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance, stoop, kneel, crouch, or sit. The employee is occasionally required to push/pull objects up to 50 lbs, and to lift/carry objects up to 25 lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, etc. The employee is occasionally required to ascend and descend stairs. Specific vision abilities required by the job include close vision, color vision, and ability to adjust focus.
• Sensory:  The employee is frequently required to read documents, written reports, and plans. Ability to compose routine reports and correspondence. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff, etc. Must be able to speak clearly and understand/be understood using the English language.
• Cognitive:  The employee is frequently required to concentrate on moderate detail with constant interruption. Must be able to attend to a task/function for 20-45 minutes at a time. Frequently required to understand and relate to specific ideas, several at a time. Must be able to remember multiple tasks/assignments given to self and others over a period of several days. Must be able to analyze information, problems, situations, practices, or procedures. Must be able to analyze complex technical data using qualitative and quantitative sources of information to formulate logical and objective conclusions and to recognize alternatives and their implications. Must be able to carry out instructions delivered in written, oral or in other daily situations that arise and deal with problems involving several concrete variables in standardized situations.
• Environmental:  Frequent exposure to varied office and mixed (health center/office) environments. Occasional exposure to toxins and poisonous substances, dust, and loud noises.

SPECIAL REQUIREMENTS:

• Must be able to meet and receive a criminal records clearance, as required by Title XXII, other licensing regulations, and Gracelight practices.
• This position requires the ability to travel between sites for business purposes. Employees must be able to reliably fulfill this travel requirement within the designated work hours.
• A personal cell phone with reliable service and a data plan to use for business purposes.

Salary : $24 - $36