Tech Support Specialist

2 weeks ago

Madison, United States SVA Inc Full time

** Tech Support Specialist**

**Job Category****:** Internal IT **Requisition Number****:** TECHS001402 Showing 1 location **Job Details**

**Description**

SVA is looking for a Technology Support Specialist to join our growing team in our Madison, WI location. This is the opportunity you have been looking for In this role, you will develop your skills, find your passion and the perfect fit. Collaborate with an accomplished and diverse team of professionals. Build your career in an independent and growing professional services firm that has been certified as a Great Place to Work SVA + You. Together, We Serve. People. Better.

SVA's Internal IT department is responsible for network and server administration; software development, deployment, and ongoing end-user support; and maintaining the on-premises phone/video systems. In addition, Internal IT is responsible for the planning and management of the organization's technology life cycle, by which hardware and software is maintained, upgraded, and replaced. As part of the Corporate Services group, the Internal IT team supports all SVA Entities.

The **IT Technical Support Specialist** provides hands-on support and administration of end user computer systems, peripherals, and software applications. This position has access to protected health information, SVA confidential information, and confidential client information. As such, job responsibilities must be performed in accordance with established security guidelines.

**Essential Functions:**

Important responsibilities and duties may include, but are not limited to, the following:

**60% Helpdesk**

* Act as the point of contact for all SVA applications, end user systems/hardware, and technical support requests. Track all user interactions in the Helpdesk system by documenting problems and technical resolutions and maintain documentation on internal processes.

* Administer the Helpdesk Management System and deployment tools, ensuring the accurate coding and categorization of support tickets.

* Diagnose, research, and resolve technical hardware and software issues. Escalate tickets within Internal IT when needed.

* Provide timely support and status updates on all requests through resolution; identify trends and recommend actions to address the root cause of the issues.

* Create, change, and delete user accounts per request and approval.

* Performs on-call support duty, occasionally requiring onsite weekend coverage, on a rotating basis with other IT staff.

* Responds to after-hours incidents or urgent events outside of business hours.

* Creation and maintenance of knowledge base articles to address hardware/software issues.

**20% End User Software**

* Configure/Support/Deploy all SVA software applications in accordance with SVA deployment standards and compliance needs. These applications may include: Microsoft Windows Operating Systems; Microsoft Office 365; SVA Business Applications: Accounting, Consulting, Antivirus, Anti-spam, Windows Updates.

* Create and maintain defined Helpdesk procedures for the deployment of user account management and software installation/upgrades.

* Maintain SVA operating system/application deployment packages.

* Accurately maintain software licensing in accordance with proper license counts.

**10% End User Hardware**

* Configure/Support/Deploy all end users devices in accordance with SVA deployment standards and compliance needs. These devices may include: Desktop/Laptop PCs Windows and Mac OS, Smartphones, Printers/Scanners, Audio Visual/Video Conferencing equipment, VoIP Phones

* Follow and maintain defined Helpdesk procedures for the deployment of computers.

**5% Inventory**

* Manage the hardware lifecycle by evaluating current inventory, procuring new equipment, and deploying new builds.

* Accurately maintain the hardware asset inventory.

**5%Other**

* Conduct research on desktop support products, services, protocols and industry best practices to remain abreast of developments in the IT industry.

* Participate in compliance education and activities.

* All other duties as assigned

**Qualifications**

**Education:** Associate Degree in Computer Science, Information Technology or related field.

**Experience:** 3+ years in a multi-site 200+ user environment; Hands on support with Microsoft operating systems and desktop software.

**Professional Certification:** IT certifications such as CompTIA A+, Network+, and MCP certifications are highly encouraged.

**Demonstrated Skills, Abilities, & SVA Behaviors**

* Extensive knowledge of Microsoft Windows Operating Systems and common end user applications such as Microsoft Office, Internet Explorer, Adobe Acrobat.

* Experience supporting IT hardware including Dell desktop/laptop computers, laser printers, cellular/smartphones, tablet PCs.

* A basic understanding of LAN/WAN operations and its impact on the desktop environment.

* Ability to diagnose and research the root cause of a reported issue to either resolve the problem or engage other support resources.

* Ability to effectively prioritize time and manage multiple different tasks simultaneously.

* Strong interpersonal, written, and oral communication skills.

* Customer service driven.

* Experience working in a team-orientated environment.

* Ability to work under pressure and meet tight deadlines.

Apply Today

Begin a long-term relationship with a company where motivation drives advancement. We invite you to explore employment opportunities with us and see how you can have an exciting and enjoyable career

SVA is certified as a great workplace by the Great Place to Work institute.

SVA participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

SVA participa en E-Verify y proporcionar al gobierno federal la informacin de su Formulario I-9 para confirmar que usted est autorizado para trabajar en los EE.UU.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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