IT Technical Support Specialist II

Summary Generalist position whose primary responsibilities are providing training and instruction for Tier 1 technical support staff as well as providing Tier 2 technical support when tickets are escalated. Other duties include the installation, configuration and support of computer and Layer 2 network systems, as well as end user support and account maintenance.

Essential Duties and Responsibilities include the following.

• Monitor helpdesk ticketing system and provide Tier 2 support when required.
• Provide initial training and support for Tier 1 technical support staff.
• Travel to clinical locations to provide initial on-site desktop hardware installation for new and acquired sites.
• Provide general IT support via phone and remote connection to urgent care clinics.
• When required travel to urgent care clinics and provide IT support.
• Installation, configuration and maintenance of desktop/laptop/tablet computer systems.
• Monitor and maintain network hardware for remote sites.
• Identify, analyze and resolve software, hardware and network computing problems experienced by users.
• Work with vendors to provide setup, and support of site specific systems (Phone System, Alarm System, X-Ray imaging, Voice and Data Services)
• User account setup and maintenance in required systems.
• Configure smart phones and mobile devices.
• Install and configure wide range of computer network devices.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Technical Skills - Strives to continuously build knowledge and skills; shares expertise with others.
• Customer Service - Responds promptly to customer needs.
• Interpersonal Skills - Maintains confidentiality.
• Oral Communication - Responds well to questions; participates in meetings.
• Written Communication - Presents numerical data effectively.
• Teamwork - Balances team and individual responsibilities; contributes to building a positive team spirit.
• Quality Management - Demonstrates accuracy and thoroughness.
• Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
• Diversity - Promotes a harassment-free environment.
• Ethics - Keeps commitments; works with integrity and ethically; upholds organizational values.
• Organizational Support - Follows policies and procedures.
• Judgment - Exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; organizes or schedules other people and their tasks.
• Professionalism - Reacts well under pressure; accepts responsibility for own actions; follows through on commitments.
• Quality - Monitors own work to ensure quality.
• Adaptability - Changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Dependability - Keeps commitments; commits to long hours of work when necessary to reach goals.

Qualifications 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/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience Bachelor's degree or equivalent from a four-year college or technical school; or three or more years related experience and/or training; or equivalent combination of education and experience.

Language Skills Ability to read, analyze, and interpret technical manuals and online support information. Ability to effectively present information and respond to questions from clients and customers.

Reasoning Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Technical Skills To perform this job successfully, an individual should have knowledge of common network hardware such as Sonicwall and Cisco devices, directory services such as LDAP and Active Directory and common network protocols such as TCP/IP, common operating systems such as Windows, and productivity software such as the Microsoft Office Suite and Adobe Acrobat.

Physical Demands The physical demands 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.

While performing the duties of this job, the employee is regularly required to stand, sit, or walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear; reach, stoop, bend, kneel, and/or crouch. The employee must frequently lift up to 50 pounds, occasionally lift up to 75 pounds, and sometimes lift up to 100 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet to moderate. The employee may be exposed to infectious or contagious diseases and a variety of electromechanical hazards.

The above job description is intended to describe the general nature and level of work being performed in the described position. This document is not intended to be an exhaustive list of all position duties and skills required of the individual classified in this position.