Information Technology Support Specialist

The IT Support Specialist (ITSS) Intermediate is an experienced level hourly position responsible for supporting providers, clinicians, and business professionals that use technology solutions to improve their work processes. This position provides accurate and timely support services for consumer devices. Intermediate support specialists are responsible for installing and troubleshooting all consumer-based hardware, software, and peripherals. This position is a direct interface to the customer on behalf of other technical teams and will provide experienced local or remote support and troubleshooting. Assists with evaluations and recommendations of vendor packages and implements approved software. Essential job duties require participation in on call; use of a personal cell phone for voice and data communications; periodic weekend and night work; travel between locations to provide support as required.

The Intermediate works with mid-level supervision. This position will lead small to medium sized projects of general complexity that impact the business. The position also provides and assists in the general evaluation of business problems, vendor solutions, software packages, and consumer related devices. Provides consumer and team training, as well as work instructions. Provides status reports, problem-resolution summaries, and inventory reports as required.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:

· Install consumer-based hardware and software on devices and operating systems.

· Provide detailed descriptions within ServiceNow tickets.

· Follow AIT standards for devices and software.

· Work with enterprise AIT technical and business support teams as required.

· Perform preventive maintenance on authorized devices.

· Communicate with consumers to provide solutions to technical problems.

· Lead small to mid-size projects and special initiatives within allotted timeframe.

· Follow and maintain AIT standard operating procedures for field operations.

· Able to support audio-video technology with minimal assistance.

· Create and reference centralized AIT Field Operations knowledge bases.

· Perform proficient level repairs for devices.

· Work with our designated IT vendors for support.

· Meet the standard SLA for incident and request.

· Provide image builds and/or modifications to Senior or ITSS leadership for validation.

· Takes ownership for tasks, projects, and end user education.

· Provides training and support to IT Support Specialist Associates.

· Recognize critical roadblocks and escalate to Senior, or ITSS leadership for resolution.

· Contribute to maintaining accurate IT inventory using appropriate tracking management software.

· Assist with site walk-throughs with department leadership and facilities for projects.

· Knowledge and experience with various Internet Browsers.

· Proficient with Microsoft Office suite.

· Proficient with current Microsoft and Mac operating systems.

· Proficient at device imaging process.

· Advanced knowledge of mobile devices hardware.

· Skilled with projects and time tracking processes.

· Demonstrates advanced technical troubleshooting and problem-solving skills.

· Knowledgeable of workstation management software.

· Experienced with common peripherals and accessories.

· In-depth knowledge of IT security best practices.

· Experienced knowledge of IT network hardware, software, and concepts

KNOWLEDGE AND SKILLS PREFERRED:

· Experience working in a highly matrixed, healthcare environment.

· Proficient customer service skills.

EDUCATION AND EXPERIENCE REQUIRED:

· High School diploma or equivalent. xrbllit

· 2-4 years’ technical experience in a highly complex, dynamic environment

EDUCATION AND EXPERIENCE PREFERRED:

· Associate degree in computer or technology related industry.

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:

· Must obtain TWO of the following IT related certifications within 180 working days of hire:

· CompTIA A+

· CompTIA Network+

· CompTIA Security+

· Cisco CCNA

· ISC2 CC

· Microsoft 365 Certified: Endpoint Administrator Associate

· Microsoft Certified: Fundamentals series (Azure Cloud, AI, Data, Security etc.)