What are the responsibilities and job description for the IT Support Specialist II position at iCare Health Solutions?
Description
An advanced level position that provides advanced help desk support to end users over email, phone, or in person. Resolves internal and external customer concerns raised during installation, operation, maintenance or product application or compatibility matters in a manner that support the achievement of satisfaction, growth, and operational excellence goals
Essential Functions
Provide onsite desktop support including the use of hardware, software, and cloud-based applications
Responsible for creating user accounts in Active Directory/Adaxes and Exchange email systems
Troubleshoots and resolves common issues with desktops/laptops, mobile devices (Cell phones, tablets, etc.), printers, and/or applications
Supports, monitors, tests, and troubleshoots network, application, and security problems
Assists with setup, configuration, and installation of devices, equipment, software, printers, and other peripherals
User provisioning and deprovisioning
Document break/fix activities in online ticketing system and maintain documentation for processes and procedures
Maintain inventory and other spreadsheets/databases
Manage escalated tickets from the Level-I technicians to help troubleshoot and repair
Take and prioritize telephone, email, and helpdesk inquiries as well as determine when to escalate to higher level technicians
General assistance with office technology-related issues as needed
Maintain an in-depth knowledge of the products/software
Act as a customer advocate, championing issues which have an impact on customer operations as they relate to products/software
Requirements
Job Specifications
Typically has the following skills or abilities:
Bachelor’s degree in Business Administration, Computer Science, or related field; in lieu of degree 4 years functional experience in help desk, IT support, or related experience
Knowledge of Microsoft Office 365
Experience supporting email
Basic understanding of IT security principles
Ability to work independently and critically think through issues with minimal instruction/direction
Ability to set up and troubleshoot computers, including installing and configuring computers, and printers
Demonstrated interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities
High degree of accuracy and proficiency in problem identification and diagnosis for most working situations, including those that present a moderate degree of complexity
Ability to travel to onsite locations for technical support as required.
Effective verbal and written communication skills
Ability to communicate and collaborate across multiple teams and locations
Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities
Demonstrated ability to learn, support change management, and assimilate new information quickly
Ability to use independent judgment/discretion for problem escalation on more complex issues or situations and coach less experienced representatives in basic procedures
Preferred Skills
Bilingual (English / Spanish)
Experience or understanding of healthcare industry or terminology
#LI-ONSITE
The compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding iCare benefits, please click here.
Salary : $24 - $26
