Technical Support Specialist

2 weeks ago

Toledo, United States Harbor Full time

** Technical Support Specialist**

**Job Category****:** Harbor **Requisition Number****:** TECHN003208 Showing 1 location **Job Details**

**Description**

Harbor is currently seeking a full-time Technical Support Specialist who provides support on desktop and laptop computers. Includes installing, diagnosing, repairing, maintaining and upgrading hardware and equipment to ensure optimal performance.

**Requirements:**

Bachelors degree in computer science or related field.

Must also have experience (or education) in hardware, networking (basic NT and SQL server knowledge) and communications.

Must demonstrate a familiarity with Windows operating systems.

Must be a team player, learn protocols quickly, follow directions and maintain confidentiality.

Must have strong attention to detail, think logically, be able to troubleshoot problems/questions that users present, and be able to communicate (verbal and written) effectively with a variety of individuals.

Must be patient, conscientious, self-motivated, independent, productive and have a strong customer service oriented orientation.

Must be able transport self to other Harbor locations.

Must have valid drivers license, acceptable driving record, and be deemed insurable through Harbors vehicle insurance carrier.

**Job Duties:**

* Responds to incoming calls (office or cell), voice mails, emails and direct staff requests regarding workstation and/or hardware problems in a courteous and timely manner.

* Consults with staff to determine hardware requirements needed by staff to perform their jobs. Requests appropriate approval from upper management based on Harbors ordering procedure prior to purchasing items.

* Records, documents and tracks help desk issue resolutions, actions taken, and final resolution.

* Follows up with staff after computer issue has been resolved to verify problem was adequately resolved.

* Installs, configures, tests, maintains, monitors and troubleshoots staff workstations and laptops.

* Installs, configures and tests Harbor approved software on staffs workstations/laptops. Troubleshoots issues with software applications in coordination with IT Help Desk Technician, if necessary.

* Assesses need for and implements performance upgrades to workstations/laptops including the installation of network cards, hard drives, memory, etc.

* Maintains an inventory of all workstations and laptops. Periodically runs auditing software on all Harbor workstations, laptops and printers to associate staff with IT equipment.

* Maintains list of users who have been given Harbor owned mobile equipment such as laptops (and associated accessories), tablets, etc. Ensures applicable policies/agreements have been reviewed with this staff and signed off by staff when required.

* Coordinates with office managers for regularly scheduled visits at Harbor's outlying sites.

* Ensures that Windows-based workstations comply with Harbors established policies and standards.

* Collaborates with Systems Administrator to ensure efficient operation of Harbors workstation/laptop environment; assures both are aware of what each other is working on and provides some overlaps of responsibility for backup purposes (including basic knowledge of server environment and phone system).

* Monitors technology usage by staff to ensure staff are complying with Harbors IT policies including appropriate e-mail usage and Internet usage.

* Confers with Systems Administrator or outsourced consultants when necessary.

* Remains familiar with basic EHR functionality to serve as backup to IT Help Desk Technician.

* Installs required software installations/updates on workstations/laptops as necessary.

* Reviews and deploys new Windows service packs, hot fixes, system updates and patches on Harbors workstations/laptops when applicable.

* Helps set up projector/laptop when assistance is requested from staff.

* Participates as an active member of the IT Team.

* Keeps current with trends and developments related to essential job competencies, and demonstrates continued growth.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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