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Support Specialist

3 months ago

Scottsdale, United States Esmil Full time

Since 1980, SMIL has evolved as a premier imaging group in the southwest . In 2016 SMIL won the Southwest Alliance for Excellence award for customer and employee satisfaction, sound management, innovation and results. SMIL was again recognized with the prestigious Advisory Board Company's 2017 Workplace of the Year Award, and in 2019 SMIL was named a World Class Employer by Birdeye Surveys, Inc.

Employee engagement is folded into everything we do at SMIL. We are dedicated to the growth of our employees including cross training and leadership career opportunities. Simply put, our culture is what sets us apart from the rest.

We offer competitive pay, career opportunities and benefits that include; medical, HSA employer contribution, dental, vision, paid time off, paid holidays, 401K and profit sharing, tuition and continuing education reimbursement, paid life insurance, long term disability as well as voluntary short term disability.

We look forward to you joining our amazing team

Position Summary

As an IT Support Specialist, you will offer superior customer service and first level technical support to our internal and external users. This position is focused on technology such as desktop and peripheral hardware, as well as client side support of business and healthcare applications. Support Specialists receive incident requests via phone queue and electronic ticketing system. Travel within the Phoenix area for onsite work is required.

Detailed Responsibilities

* Answer incoming technical trouble calls via phone, face-to-face, and email from staff and physicians. Build rapport and elicit problem details from help desk customers.

* Make an initial assessment of requests, attempt to resolve, or refer to someone who can.

* Keep customers informed on request status and progress. Perform post-resolution follow-ups to help requests.

* Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

* Participate in the delivery of a full range of customer support services to the organization: installing, configuring, upgrading, and troubleshooting any hardware and software components.

* Present formal and informal information technology training and assistance to customers.

* Use and develop best practice guidelines and knowledge base articles for end users.

* Assist with enforcing security and privacy requirements on user software and network environments.

* 1st and 2nd level support for technologies including computer hardware (desktops, laptops, tablets, printers) and software, computer assisted information retrieval, data communication networks, local area networks and technology interfaces.

* Troubleshoots and corrects complex software problems to include resolving conflicts between applications, hardware and/or device conflicts, and operating system faults.

Specific Job Knowledge, Skill, and Ability

* Superior customer service skills

* Effective written and verbal communication skills across a diverse user base

* Able to work around medical office hours (includes nights and/or weekends as needed)

* Adaptable to changing priorities, tasks, and work schedules

* Excellent analytical and problem solving skills

* Able to work under pressure and with time constraints

* Ability to handle multiple tasks simultaneously

* Current and valid driver's license with reliable transportation

Education and Experience

* Minimum of 2 years in a business IT support function

* Desktop hardware repair experience including personal computers and printers.

* Experience with modern Windows Operating systems and Apple OS

Additional Desired Experience

* Experience using an IT ticketing solution (Remedy, ServiceNow, Service Desk, etc.)

* Previous experience in Healthcare Information Systems (PACS, RIS)

* Experience managing users, groups, and computers in Active Directory.

* Knowledge in supporting mobile technologies including cell phones and laptop encryption.

* Certifications relating to helpdesk or desktop support, such as: A+, Net+, MCP or MCDST

* Experience in maintaining asset inventory (organization, replenish, procurement, and research).

* Experience with adhering to ITIL standards (incident and change management).

* Experience working in a 24x7 zero downtime IT environment.

Physical Requirements

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel, reach with hands and arms and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.

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