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Information Technology

4 months ago

Atlanta, United States Abacus Full time

Job Title:

Information Technology (IT) Specialist II Department:

Information Technology Reports to:

Manager of Information Technology, Service and Support Effective Date:

8/26/21

Created by:

Kris Allain Revised Date: 5/22/22 Revised by: Troy Brannan

JOB PROFILE SUMMARY: The IT Specialist II is responsible for providing software, hardware, network, server, and application assistance for our executive leadership team. Serve as tier 2 support and mentor to other members of the support team. Create knowledge base articles to assist users with common issues. Further duties include analyzing and assisting with the administration and troubleshooting of unified communications and collaboration platforms throughout the enterprise to meet the functional objectives of the business. Responsible for the analysis and maintenance of physical and logical UCC components such as but not limited to Cisco Telepresence and Cisco Webex. Work with the Unified Communications and Collaboration team with reporting, troubleshooting applications as well as collaboration endpoint software patches. CORE VALUES SCP Health has four core values

: Agility ,

Courage ,

Collaboration

and

Respect.

These core values are the foundation of our operating philosophies, ideals, and principles that guide the behavior of our organization and shape our culture. Remain

agile

to adapt to company/departmental changes as a result of an ever-changing environment. Be

courageous

by speaking up and doing the right thing for the company even when the situation may be difficult or cause tension. Collaborate

with IT peers, leadership, and business stakeholders as an interconnected team working toward common goals. Exhibit

respect

by treating others with courtesy and professionalism at all times.

JOB DESCRIPTION: Responsibilities:

Executive Support

Documentation of tickets in the enterprise ticketing system Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, network, server, and applications. fterhours support for the executive leadership team Communicate plans, progress, and issues in a timely manner bility to complete multiple simultaneous problems in a timely manner Maintain an average score of 4 on post-incident satisfaction surveys (on a 5-point scale) bility to reach set departmental Service Level Agreements Deskside Support for onsite executive leadership when needed Working self-service incidents and service requests that are submitted

End User Support

ssist junior support technicians in resolving complex issues beyond their current abilities. ssist with on call rotation Create, update and maintain knowledge base articles Work with other IT teams to identify and document solutions for applications specific to SCP Health. Work support projects and assist other teams with projects as needed. ssist with front line phone support as needed.

nalyzes, troubleshoots, and provides continual improvement recommendations, and administrative assistance with:

Enterprise telepresence environment

Cisco Expressway Core & Edge Cisco TMS/TMSXE Cisco Conductor Cisco Telepresence Server Cisco Telepresence Endpoints ssociated audio-visual technologies

ClickShare, amplifiers, HDMI extenders, microphones, TV displays, TV mounts, etc

Enterprise collaboration platforms

Cisco Webex Meeting Center Cisco Webex Event Center Cisco Webex Support Center Cisco Webex Calling Cisco Webex App Cisco Cloud Connectors Vbrick

Provide collaborative meeting support

The primary point of contact for collaborative technology support & questions Provides high-touch supportive expertise for highly visible meetings Delivers "white-glove" collaboration service and support to executive/senior leadership.

Other Duties as specified

Problem Management by taking ownership of multiple impact issues and working with IT teams to find the root cause and apply fixes ctively contribute to ongoing process improvement sset Management and Tracking Work with other IT teams to learn how to support their applications, new initiatives the team may be planning, and what is required when escalating a ticket to each IT team. ssisting the Service and Support Technicians with tickets that are escalated, by providing additional information and knowledge transfer ssist with routing and assigning self-service requests Perform other duties or special projects as assigned

Knowledge, Skills, and Abilities:

Excellent interpersonal skills

bility to communicate effectively with executive leadership bility to communicate effectively with management bility to communicate effectively with team members bility to communicate effectively with technical and non-technical personnel

Heavily focused on a customer service mindset Must be a team player Eager to learn and progress in technical skillset Organizational skills

bility to set and adhere to realistic deadlines Must be able to work effectively in stressful situations bility to manage time and workload effectively Demonstrated ability to troubleshoot complex network issues May be required to conduct presentations to IT management

EDUCATION (Required and/or Preferred):

Bachelor's degree or comparable experience in a related field

FIELD OF STUDY:

Management of Information Systems Computer Science Electrical Engineering

WORK EXPERIENCE/QUALIFICATIONS:

3 to 5 years of experience supporting Microsoft OS 3 to 5 years of experience supporting Apple OS 3 to 5 years of experience with mobile devices including iPad, iPhones, and Android. 1-2 years of hands-on experience analyzing and troubleshooting UCC Telepresence and Webex environments. Working Knowledge of the following:

Cisco Telepresence Cisco Webex

CERTIFICATES AND LICENSES:

CCNA Collaboration preferred CompTIA A+ Certification

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

Professional setting Continuous sitting Continuous oral & written communication and listening skills Continuous computer use Occasional bending, kneeling, lifting, pulling & pushing up to 50 pounds Job requires a high level of mental awareness

PRIMARY LOCATION:

Atlanta, GA

SECONDARY LOCATION(S):

Lafayette, LA

CONFIDENTIALITY:

The daily activities of this position will be held in the strictest confidence whether it is in regard to a person, individual and/or a strategic initiative. Confidentiality must be maintained on any and all documents and/or information processed.

COMPLIANCE: All Schumacher Clinical Partners employees will abide by all policies and procedures including the Schumacher Clinical Partners Corporate Compliance Program and will adhere to all applicable local, state, and federal laws.

DISCLAIMER: The above statements reflect the general duties considered necessary to describe the essential functions of the job as identified and shall not be considered as a detailed description of all work requirements which may be inherent in the position. They may be subject to change at any time due to reasonable accommodations or other reasons.

Employee Signature:

Date Acknowledged: #J-18808-Ljbffr