IT Support Specialist 3:30 PM - 12 AM Monday - Friday

Job Summary

Provide basic to medium complexity installation, support, and troubleshooting for desktops, laptops, thin clients, audio/visual, mobile devices, VoIP phones, printers, and other end-user devices.  Provide support to various departments and locations, depending on needs and demands, following appropriate protocols and procedures for each area.  Identify and recommend solutions, technologies, and processes to improve end-user experience and increase capabilities. 
 

Minimum Job Qualifications

Educational Requirements: Associates Degree. In lieu of degree, four (4) years IT experience will be considered.

Minimum Experience: Two (2) years of IT experience required. Technical experience in three (3) or more of the following areas required: PCs, laptops, thin clients, VOIP, Audio/Visual, network troubleshooting, mobile devices, as well as various peripherals and operating systems.

Preferred Job Qualifications

Preferred Licensure or other certifications: CompTIA A+ certification.

Job Specific and Unique Knowledge, Skills and Abilities

Provide excellent technical and customer support

Adept at clearly communicating and troubleshooting complex technical problems with end users, over the phone and in person  

Proficient with scheduling and coordinating end user moves, adds, changes, and deletes (MACD)

Demonstrated technical knowledge of three or more technical areas including: PCs, laptops, thin clients, VOIP, Audio/Visual, network troubleshooting, and mobile devices as well as their associated peripherals and operating systems

Demonstrate the ability to learn emerging technologies and technical skills efficiently and effectively

Demonstrated ability to handle high stress situations including critical healthcare situations and executive support

Build positive relationships and inspire confidence with user community

Essential Tasks and Responsibilities

Provide prompt and professional customer service to all end users.

Coordinate new hardware and software requests with end users to ensure the equipment requested is adequate for their needs and meets the organizational standards.

Document technical processes and procedures, as necessary.

Provide on-call support as required by the schedule.

Monitor ServiceNow tickets, ensuring SLA's are met and tickets are resolved in a timely manner.

Identify opportunities and implement solutions for automation and process improvement.

Work collaboratively across the organization. Accept ownership of tasks and engage others as needed. 

Ability to determine root cause analysis on repetitive problems and provide solutions.

Physical Demands

Weight Lifted: Up to 50 lbs, Frequently 31-65% of time

Weight Carried: Up to 50 lbs, Frequently 31-65% of time

Vision: Heavy, Constantly 66-100% of time

Kneeling/Stooping/Bending: Frequently 31-65% of time

Standing/Walking: Frequently 31-65% of time

Pushing/Pulling: Frequently 31-65% of time

Intensity of Work: Frequently 31-65%

Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding, Driving