IT Support Specialist II

2 months ago

Franklin, United States ICBD Holdings LLC Full time
Description

IT Support Specialist II - ABA Centers of America

Hendersonville, TN

About ABA Centers of America

ABA Centers of America is a healthcare startup experiencing steady growth while revolutionizing the autism care field. We provide ABA (Applied Behavior Analysis) therapy and diagnostic services to our clients and families in our centers, in homes, and in the community. Our teams also support a small group of affiliated addiction treatment centers and related companies.

We are currently in 9 states with over 30 clinical service areas, and our roadmap will bring us to 10 states and more than 50 clinical service areas over the next 12-24 months. We have the resources and talent usually found at a more mature organization, including fully staffed teams to support marketing, IT, accounting, and clinic growth.

Growth Opportunity

Are you an experienced IT professional looking to make the next move in your career with a growing, innovative company where you can truly make a difference in the lives of kids and families?

Our IT Support Specialist II provides technical support to maintain our computer systems and ensure optimal performance so that end users can maintain high productivity. The successful candidate will work with a team to execute a roadmap with specific tasks related to security, networking, phone system, system adoptions, etc.

What You'll Do
  • Provide first-contact support of incoming requests to the service desk via web portal, email, ticket system, and chat to ensure courteous, timely, and effective resolution of end-user issues
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
  • Use remote tools and diagnostic utilities to aid in troubleshooting
  • Research solutions through internal and external knowledgebase as needed
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
  • Test fixes to ensure the problem has been adequately resolved
  • Develop help sheets and FAQ lists for end users
  • Contribute to technician knowledgebase and training
  • Reinforce SLAs to manage end-user expectations
  • Provide suggestions for continual improvement
  • Supporting all levels of users, including executive support for C-Suite staff
  • Acting as Team Lead for other Technical Support Staff
Requirements

Education/Experience and Other Requirements
  • Bachelor's degree in Information Technology or Computer Science
  • A+, Network+, and/or Microsoft Certified Professional
  • 5+ years in IT support
  • Mac and iOS experience
  • Flexibility to work evenings (and weekends if necessary)
  • Willingness to submit to drug and background screenings
Expertise Needed
  • Expert knowledge of computer hardware, including Dell, Microsoft, and Lenovo systems
  • Experience with desktop and server operating systems, including Windows OS, Mac OS, iOS, and Android
  • Extensive application support experience with Office365, Azure, Microsoft Office, Adobe Creative Cloud, Mimecast, Active Directory, TeamViewer, Virtualization, Multi-Factor Authentication tools, and Jira
  • Working knowledge of a range of diagnostic utilities
  • Familiarity with the fundamental principles of ITIL

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