What are the responsibilities and job description for the Information Technology Support Specialist position at Provisions Group?
Job Summary:
Under minimal supervision, the IT Support Specialist (Level II) performs maintenance, troubleshooting, and repairs for computer systems and peripherals. This role provides user support, ensures timely device deployment, and escalates complex issues as needed. Acts as a lead to other support analysts and maintains high customer service standards.
Essential Functions:
- Support computer workstations, devices, and network infrastructure per IT policies.
- Document installation, configuration, deployment, and maintenance procedures.
- Manage workload via the IT Helpdesk system, ensuring timely ticket resolution.
- Supports the network level: WAN and LAN connectivity, routers, firewalls, and security
- Track hardware/software inventory and administer server/backup systems.
- Troubleshoot and resolve software, hardware, and network issues, escalating as needed.
- Maintain and support PBX telephone systems and Mitel equipment.
- Performs site surveys to assess the need for cabling, data jacks, print queue maintenance, etc.
- Set up training room devices and assist with disaster recovery solutions.
- Configure and deploy devices for users and management.
- Ensure compliance with service level agreements and IT security policies.
- Provide remote and onsite support, including occasional travel between locations.
Work Environment & Physical Demands:
- Professional office setting with occasional exposure to dust and heat.
- Regular use of IT equipment; requires lifting up to 50 lbs.
- Frequent standing, walking, handling IT hardware, and phone communication.
Qualifications:
- Associate’s degree in Computer Science or related field (Bachelor’s preferred).
- 3 years of experience in IT support, help desk, or customer service.
- Proficiency in MS Office 365 and service desk ticketing systems.
- Strong troubleshooting, multitasking, and communication skills.
- MS 900 Fundamentals certification required within 90 days.
Preferred:
- Certifications: MCP, A , CCNA.
- Experience in a healthcare IT environment.
