IT Support Specialist II

The IT Support Specialist II is responsible for providing day-to-day technical support to our growing user base by working as part of our IT Support (Service Desk) Team. Our organization is experiencing rapid growth and is a dynamic, fast paced, agile environment. The Service Desk Team is responsible for ensuring our highly decentralized internal customers have properly functioning technology. Most of the workday is spent working with our customers over the phone and email, using our remote-access system to help resolve problems and answer questions regarding their computers, mobile devices, software or other technology. The Specialist II will be following trouble tickets through our ticket tracking system and will escalate to our level III support when needed. Our Service Desk team currently supports over 10 physical sites and over 900 mobile end users primarily Hawaiian Islands and in the San Francisco Bay Area. Our organization is a HIPAA / HITECH compliant environment with security protocols for protection of PHI and PII, experience is a necessity for this role.

The IT Support Specialist II will occasionally provide on-site support to our Oahu office locations, per operational needs. Remote opportunity within the Hawaiian Islands - preferably located on Oahu.

Core Responsibilities & Essential Job Functions

• Provide in-person or remote support for Staff and Executive Team, as needed.
• Provide support during offsite meetings, as needed.
• Provide technical support during live events utilizing video conferencing software (e.g., Zoom, MS Teams).
• Assist customers with installation, upgrading, configuration, troubleshooting and ongoing usability of workstations (desktops/laptops), VoIP desk phones, mobile phones, printers, peripheral equipment, networking hardware, VPN, and software (onsite and remote).
• Provide timely responses to customer and management requests; provide frequent and detailed status updates on such requests.
• Follow set policies and procedures when assisting customers to ensure proper handling of requests.
• Provide in-person, online, and phone support to customers on hardware, software, general use, questions, and network related problems (on-site and remote).
• Provide remote screen share support, as necessary.
• Work with vendors to resolve technical problems with hardware and software.
• Provide technical support with the Microsoft suite of products (Windows 10/11, Office O365, etc.).
• Provide technical support for Apple macOS.
• Create, manage, document and update trouble tickets as necessary within the ticketing system (Jira and ServiceNow).
• Image, configure and deploy workstations and mobile devices (iPhones, iPads, etc.).
• Work with Brivo for user access and control and Total Connect for Alarm System administration
• Work with team and other IT groups to resolve technical problems; Escalation of technical problems as appropriate.
• Ensure successful completion of all daily tasks (externally and self-assigned).
• Help organize and maintain hardware and software inventory.
• Make Active Directory changes as needed (User & Group management).
• Work within HIPAA security guidelines and rules, adhering to compliance.
• In rare situations, must be flexible to work late and off-hours.
• Document work effectively and efficiently within the online documentation repository (SharePoint, Confluence).
• Other duties as assigned.

Qualifications

Minimum Education, Experience & Training Equivalent to:

• Documented experience in an IT support capacity.
• 3+ years' experience providing technical support to end users.
• 3+ years' workstation support experience in a corporate / enterprise environment.
• 2+ years' experience working in a HIPAA/HITECH compliant environment.
• 2+ years' experience working with and managing Microsoft Active Directory.
• 2+ years' experience with enterprise-grade Anti-Virus software.
• 2+ years' experience supporting mobile devices (iOS & Android) in an enterprise environment (experience with VMWare AirWatch preferred).
• Experience with and ability to administer, configure, troubleshoot, and resolve complex issues using Windows-based systems running Windows 7/8/10/11 and related technologies in a geographically dispersed environment.
• Experience following procedures with consistent and successful results.

Knowledge & Skills:

• Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
• A commitment to the values of the organization while demonstrating good judgment, flexibility, patience
  and discretion when dealing with confidential and sensitive matters.
• Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software.
• Demonstrate good judgment and decision-making skills while maintaining the highest level of confidentiality.
• Work in an exciting, fast paced, high energy environment while effectively multitasking, meeting deadlines and managing day-to-day responsibilities without supervision.
• Personable; able to work comfortably with individuals at all levels within the organization; Effectively communicate with customers and resolve technical and training issues.
• Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy.
• Strong knowledge of Windows 10/11, Microsoft Office O365, Intune, ServiceNow.
• Strong knowledge of Apple macOS.
• Knowledge of PC hardware and software; Knowledge of networking, hardware, and software.
• Knowledge of mobile operating systems such as Apple iOS and Google Android.
• Knowledge/experience supporting mobile user workstations (desktops/laptops) and mobile devices (iPhones/iPads).
• Knowledge/experience troubleshooting and resolving a wide range of hardware or software issues.
• Prowess to review and identify accurate data entry, correcting and monitoring data entry issues.
• Remain composed, focused and customer oriented during stressful situations / events.
• Propensity to quickly learn new technologies / software programs, as needed.
• Ability to type with sufficient speed and accuracy to perform job functions.
• Possess superior time management and organizational skills with the ability to coordinate multiple schedules based on individual preference and guidelines.
• Preparedness to deliver outstanding customer service and professionalism in all interactions.
• Aptness to work in a team-oriented setting and collaborate with peers/leadership; Able to work effectively within a remote team.
• Aptitude to work independently and to be flexible in changing work priorities.
• Adept to thinking critically and analytically.

Physical Requirements:

• Must be able to communicate effectively within the workplace, read and write using the primary language within the workplace.
• Visual and auditory ability to work with staff and others in the workplace continuously.
• Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
• Utilize computers, cell phone (iPhone) and telephone with access to appropriate remote workspace for potentially engaging in confidential matters.
• Intermittent walking, standing, bending, stooping and kneeling.
• Occasionally lift equipment up to and including 50 lbs.

CONDITIONS OF EMPLOYMENT

• Must be able to communicate effectively within the workplace, read and write using the primary language within the workplace.
• Visual and auditory ability to work with staff and others in the workplace continuously.
• Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
• Utilize computers, cell phone (iPhone) and telephone with access to appropriate remote workspace for potentially engaging in confidential matters.
• Intermittent walking, standing, bending, stooping and kneeling.
• Occasionally lift equipment up to and including 50 lbs.
• Able to travel to multiple work sites and client homes. Reliable transportation needed.
• Must have valid Hawaii Driver's License/insurance and maintain a clean driving record.

Time Type:
Full time

Compensation:
$31.25 - $36.00 Per Hour

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.

Xolv is an equal opportunity employer.

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