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IT Support Specialist I
2 months ago
SUMMARY
The IT Support Specialist I will be on the front lines of IT support for internal customers utilizing enterprise applications and interacting with internal customers via telephone or other electronic mediums. The individual will be the go-to person for questions or issues concerning enterprise applications, security requests, and support ticket creating/status. Capturing customer requirements, they will document the request via ticketing system, and resolve or escalate issues to the appropriate IT support teams.
RESPONSIBILITIES AND DUTIES:- Answer technical support calls within established SLA’s to reduce wait times and abandon rate.
- Track computer system issues through to resolution, within established SLA’s
- Properly escalate unresolved issues to appropriate external teams
- Communicates effectively with IT Leadership of critical issues, and outages.
- Monitors applications and hardware to ensure optimal system functionality
- Creates/maintains support documentation to address process/support gaps and to improve team performance
- Perform break/fix analysis and recommend solutions
- Assist as needed on IT implementation projects
- Other duties as required
EDUCATION AND EXPERIENCE:
- Two years of IT experience in a support role, and/or I.T. certifications/college degree to support the position competencies preferred
- Ability to multitask, meet deadlines and prioritize workload
- Highly organized and detail oriented with good interpersonal, negotiation, and communication skills
- Strong written and verbal communications skills
- Able to reason through support request(s) to identify multiple solutions to provide options in resolving the request.
PHYSICAL REQUIREMENTS:
- Body Positions: Sitting and standing for prolonged periods.
- Body Movements: Arm and hand dexterity.
- Body Senses: Must have command of close and distant sight, color perception and hearing.
- Strength: Ability to lift and move up to 25-pounds
WORKING ENVIRONMENT:
- Work in an office, where the climate is controlled
- Occasional travel between medical groups and/or hospitals when necessary. 0-25 % of the time.
- OSHA exposure category: II
- Category I – Position includes tasks that involve exposure to Blood borne Pathogens.
- Category II – Position includes tasks that do not have exposure to Bloodborne Pathogens, however employment may require unplanned Category I tasks.
- Category III – Positions includes tasks that do not involve exposure to Bloodborne Pathogens. This position would not be required to perform Category I tasks.
