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IT Support Specialist

2 months ago

Marshfield, United States RevCycle Careers Full time
Job DescriptionJob DescriptionDescription:

Job Title: IT Support Specialist

Department: IT

Reports To: Director, Information Technology

FLSA Status: Non-Exempt


Hours of Work: Expected to be available and working a full-time equivalent schedule during company business hours, largely when staff is present


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily (with or without accommodation). The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions. It is the employee’s responsibility to request reasonable accommodation from the employer.


Position Summary:

The IT Support Specialist position exists within the organization to maintain a stable and secure IT environment, support end-users, and ensure efficient operations. Their work directly impacts productivity, data integrity, and overall business continuity.

The IT Support Specialist responsibilities span from providing technical support to ensuring smooth operations across various IT functions. This individual will communicate and interact with employees daily and be the primary IS contact for all employees (end users).


Essential Duties and Responsibilities:

  • Help Desk Support to include answering help desk calls and assisting end-users with technical issues. Troubleshooting connectivity problems, VPN (Virtual Private Network) access, and password-related concerns. Escalating issues to higher levels of support when necessary
  • General Monitoring and Maintenance to include monitoring multiple aspects of our IT infrastructure, including servers, network devices, and applications. Ensuring that monitored parameters remain within acceptable ranges. For example, monitoring data center temperatures to prevent overheating. Performing routine system checks and addressing any anomalies promptly.
  • Desktop Maintenance to include ensuring timely updates for all computers, including operating systems, applications and drivers. Prioritize and apply security patches promptly to keep systems protected and up to date.
  • System Monitoring and Escalation to include continuously monitoring system performance, security, and availability. Escalating critical issues to appropriate teams or personnel. Proactively identifying potential problems and taking corrective actions. System Monitoring Effectiveness to include proactive identification of system anomalies or potential issues to minimize system disruptions due to early detection
  • New Hire Setups and Onboarding to include setting up user accounts for new employees. Coordinating with HR and other departments to ensure smooth onboarding. Closing tasks related to new hire setups promptly. New Hire Onboarding Efficiency to include time taken to set up user accounts and complete related tasks to streamline the onboarding process for new employees
  • Ticket Management and Metrics to include tracking and closing help desk tickets efficiently. Ensuring that tasks are completed appropriately so that employees can start working seamlessly. Manage other assigned tasks from ticketing systems. Meeting deadlines and maintaining performance metrics. Ticket Closure Rate to include percentage of help desk tickets closed within a defined timeframe to minimize user downtime.
  • Equipment Management to include sending out equipment (computers, etc.) to new hires. Handling equipment replacements and offboarding processes. Collaborating with vendors (i.e., Dell) for offsite repairs when needed. Lifts, loads, and hauls computers as needed via personal vehicle to local FedEx (compensated according to company policy).
  • Education & Development to include proactively engaging in training activities i.e. self-paced online courses. Continuous learning mindset. Your hunger for knowledge will drive your professional growth.
  • Provides evening and weekend support when necessary
  • Dashboard Management
  • Additional responsibilities as required
  • Adheres to company Core Values and Strategic Anchors
Requirements:

Required Knowledge, Skills and Abilities

  • Previous experience with hardware, software, and network troubleshooting is required
  • Experience of cloud and hosted technologies
  • Demonstrates a passion for technology and maintains a proactive attitude
  • Ability to diagnose and resolve technical issues
  • Thoroughness in identifying and addressing problems
  • Clear communication of technical solutions and procedures
  • Strong communication skills to assist end-users effectively
  • Demonstrates the ability to work independently and exercise sound business judgment
  • Critical thinking skills
  • Adheres to established company privacy practices

Education and Experience:


High School Diploma or equivalent (i.e., GED) required. Industry certifications are beneficial.


Work Environment:


Employee works in an office environment and sits at a desk during regularly scheduled work hours. Employee answers and makes telephone calls using a standard telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources. Employee is required to stand and walk distances along with bend or twist to access lower and higher desk drawers. May lift equipment