IT Support Specialist I

The IT Support Specialist position works under the direction of the IT Service Desk Manager and is a hybrid customer service role in the Information Technology department. This position is responsible for providing front-line end user help and support on desktop and laptop computers, printers, telephony and other related devices, software, applications and services., * Respond to customer help requests via ticketing system, telephone, email, and in person, providing resolutions within predefined SLA timeframes

• Install, configure, and perform minor repairs on various hardware, software, and peripheral equipment, following IT department procedures
• Provision and deprovision computer equipment for new and departing employees
• Learn and participate in the implementation of new and updated technology solutions
• Ensure departmental records are current, including hardware and software inventory, technical documentation and ticketing system notes and status
• Provide training to end users, as required, on how to use the company hardware and software
• Escalate to and/or collaborate with other team members to troubleshoot and resolve technical issues
• Recommend new or updated end user technologies and/or deployment processes to improve efficiency, enhance user experience, or save resources.
• Stay current and knowledgeable on new developments in the areas of responsibility
• Adhere to IT policies and procedures to ensure the integrity, security and privacy of all data, including PII, PHI and PCI in compliance with HIPAA and other laws
• Travel to the various clinical facilities and business office locations as required
• Participate in the on-call rotation to provide after-hours IT support
• Other duties as assigned

• High School Diploma or equivalent is required. Associates degree in a Computer Information Systems or Technology-related field is preferred
• Minimum of 1 year of experience in customer service is required.
• Minimum 1 IT or Microsoft Certification is preferred.
• Foundational knowledge on some or all of the following: end user computing equipment (desktop and laptop computers, tablets, smartphones, printers), Microsoft Windows, Microsoft Active Directory, Microsoft 365 office applications, VoIP and wireless technologies, * Professional with exceptional interpersonal, communication and customer service skills
• Ability to multi-task and prioritize work to meet due dates in a changing environment
• Attention to detail and accuracy, ability to focus and highly organized
• High ethical standards with ability to work in a confidential manner, ensuring information is only shared as appropriate
• IT and workflow troubleshooting and problem-solving skills, Required
• Minimum of 1 year experience in customer service is required, Required
• High School/GED or better