The IT Support Specialist II provides remote an onsite computer hardware and software support with an emphasis of exceptional customer service support. This position is responsible for resolving incoming calls routed to the help desk, managing and resolving escalating calls while performing duties as assigned.

Essential Functions:

• Must exhibit a beginner to moderate knowledge of Microsoft Server.
• Must demonstrate a moderate knowledge of Microsoft Windows, MAC operating system and LAN environments.
• Providing computer hardware and software support
• Excellent customer service; emphasis on strong verbal and written communication skills is required
• Proven record of professionalism and courtesy is required.
• Prioritizes and plans work activities efficiently.
• Effectively lead and complete projects as assigned.
• Always work as a team member within the entire company.
• Ability to work independently to resolve customer issues with little or no supervision.
• Satisfactorily demonstrates the knowledge, skills and abilities to perform the duties outlined in this job description as well as continually demonstrates competency in performing the job duties
• Effectively working and cooperating with supervisors, co-workers, and clients.
• Following the directions of supervisors.
• Refraining from causing or contributing to disruption in the workplace.
• Regular and reliable attendance.
• Performs other duties as assigned.

Functional Accountabilities:

• Performs customer service functions by answering customer questions and addressing technical challenges.
• Manage new issues delivered to the help desk through troubleshooting techniques.
• Diagnose and resolve software and hardware operational issues.
• Build, deliver, install and test hardware, including windows-based terminals, applications software and peripherals such as printers, modems, scanners and handheld devices.
• Manage, update and maintain the help desk inventory and knowledge database
• Provides tier II hardware and software support when required.
• Document all requests and resolutions within ticket tracking system.
• Prioritize emergency requests and resolve quickly.
• Provide quality service while minimally impacting patient care.
• Understanding of LAN network environments.

Accountability:

• Reports to: Director of Helpdesk and Technical Services
• Supervises: None

Environmental Conditions:        

     Level:  Moderate

• Hazards will be minimized if universal safety procedures are followed.  Must follow standard precautions.  Heavy work volume with high degree of accuracy and excellent customer service is required.  May be required to work extended hours to meet critical deadlines.  Travel may be required.

What We Offer

As an organization, one way we care for our communities and each other is by providing a comprehensive benefits package that includes:

• Medical, dental, vision, and prescription coverage
• Life and AD&D coverage
• Availability of short- and long-term disability
• Flexible financial benefits including FSAs, HSAs, and Daycare FSA.
• 401(k) and access to retirement planning
• Employee Assistance Program (EAP)
• Paid holidays and vacation

• Strength (Lift, Carry, Push, Pull): Medium (Exerting 20 to 50 pounds of force occasionally, or 10 to 25 pounds of force frequently, or greater than negligible up to 10 pounds of force constantly to move objects)
• Standing/Walking:F (Frequently; activity exists from 1/3 to 2/3 of the time)
• Keyboard/Dexterity: Constantly; activity exists 2/3 or more of the time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes
• Color Acuity: No
• Driving: Yes

• High School Diploma or G.E.D. required.
• Associates or Bachelors degree in a computer related discipline is preferred.
• 5+ years of previous experience in a system application and hardware support role is preferred.
• 1+ years of previous Windows Server 2000, 2003, 2008 experience is preferred.
• Comp TIA A+ certification preferred.
• Comp TIA Network + certification preferred
• Must have a valid license to drive.