IT Systems Specialist II

IT Systems Specialist II

POSITION SUMMARY - ON-SITE POSITION ONLY

Responsible for providing technical support to include triage, ticket assignment, tier Il issue resolution, account management, and systems monitoring; includes providing accurate and efficient tier Il support for workstations and peripherals issues, recommending hardware, scheduling, receiving, storing & distributing software, hardware & equipment according to company policy & procedures and asset tracking.

ESSENTIAL FUNCTIONS

• Provide outstanding customer service and a positive support experience by interfacing directly with Spectrum employees on issues, communicating in a clear, concise manner
• Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting
• Accurately and efficiently answer help desk calls for multiple sites
• Collect appropriate information needed to triage, assign, and solve tier I tickets regarding software, hardware, and operational problems and appropriately know when to escalate to tier III support
• Provide remote software installation and configuration support
• Accurately perform account creation, management, and deletion per documented processes and procedures
• Accurately and timely perform remote connection administration per documented processes and procedures
• Manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures
• Workstation management and adherence to all security requirements
• Follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate to level II support
• Liaison with departments to coordinate technology needs
• Performing one-on-one IT training for new staff.
• Write and update “how-to”, knowledgebase, and procedure documentation.
• Act as an escalation point for 3rd party service desks.
• Follow established processes and standards, identify and propose improvements as necessary
• Maintain high-level knowledge of desktop, network, healthcare, central services business applications, and mobile technologies

• Troubleshoots and identifies possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow-through skills
• Participates in Process Improvements and other duties as assigned
• Follows purchasing guidelines to order, receive, and track hardware, software, and maintenance contracts as needed
• OS Imaging and deployment
• iOS mobile device management
• Attends meetings as assigned and participates in educational activities to keep skills up to date
• Demonstrates professionalism at all times
• Displays cooperative behavior and interacts positively and effectively with others to promote a team environment
• Performs other duties necessary to maintain the overall efficiency and continuity of the dept
• Is proactive in identifying, reporting, and participating in the resolution of any potential or safety issues

• Associates or Bachelor’s Degree preferred; or equivalent of education and 3 - 5 years’ healthcare industry experience or within a managed services provider environment
• Experience and ability to thrive in a team-oriented, customer service environment
• Excellent documentation skills, ability to write technical processes and procedures
• Thorough understanding of current Windows operating systems and current Microsoft Office products including Microsoft 365
• Knowledge of the interoperability of current Windows operating systems with 3rd party applications
• Knowledge of printer driver and queue creation, installation, management, and troubleshooting
• Knowledge of print queue management
• Basic Windows server administration, exposure to Active Directory and Exchange
• Understand principles of computer system operations, LANS, and WANS, Operating Systems, and peripherals
• Demonstrated hardware maintenance and/or configuration experience; A certified preferred
• Knowledge of one or more scripting languages a plus
• Desktop and laptop hardware knowledge Dell, HP & Apple
• CompTIA A certification or higher (current)
• Understanding of ITIL framework
• Basic database concepts; SQL skills a plus
• Excellent customer service skills
• Highly effective communication and interpersonal skills with the ability to function as part of a team
• Ability to maintain confidentiality
• Valid driver’s license

• Travel to various sites of service
• Work environment includes computer-related noise levels
• Continual use of computer keyboard, mouse, and other associated peripherals
• Extended standing and walking, lifting of computer equipment (30-50 pounds)
• Occasional reaching, bending

• Health Insurance (80% company-paid)
• HSA Match (Company match $3,000 family plan / $1625 individual plan)
• Dental & Vision Insurance Plans
• 401(k) Match and Profit-Sharing Plan
• Life and Accidental Death and Dismemberment Insurance (Company paid)
• Long-term Disability Insurance (company-paid)
• Short-term Disability Insurance (company-paid)
• Generous paid time off
• Voluntary, Employee-Paid Benefits
• Medical Reimbursement Plan

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