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IT Support Specialist

2 months ago

Little Rock, United States Arkansas Urology Full time

Job Type

Full-time

Description

GENERAL DESCRIPTION OF POSITION

Monitors and maintains the Help Desk system and computer systems in a technical support role. If there are any issues or changes required, such as forgotten passwords, viruses or email issues, IT support is the first person employees will come to. This person is to be the main point of contact for all IT issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Manage the help desk system and triage support calls as needed.

2. Tasks can include installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems, either over the phone or face to face.

3. Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure I add new services as necessary.

4. Working with customers/employees to identify computer problems and advising on the solution.

5. Logging and keeping records of customer/employee queries.

6. Working with field engineers to visit customers/employees if the problem is more serious.

7. Testing and fixing faulty equipment.

8. Answers, comments, and responds to open incidents in the Help Desk System by telephone, or email; provides the appropriate assistance to resolve the issues.

9. Performs basic security functions, such as password resets, as required.

10. Provides assistance concerning the use of computer hardware and software, and other "onboarding actions for new users.

11. Tracks problem resolutions via Help Desk application reporting tool, and through other applications such as Microsoft Excel. 12. Assists in the configuration and preparation of new desktop computers.

13. Ensures all departmental documents and activities are performed in compliance with applicable laws, regulations, policies and procedures as applicable to this position, including completion of required compliance training.

14. Follow up on open Help Desk logs to ensure proper handling.

15. Follow up on outstanding logs that have surpassed Service Level Agreements.

16. Help support and coordinate implementation of new or repairs to field systems.

17. Support various IT statistical reporting functions (including IT statistics, sales reporting, billing, surveys, etc.).

18. Coordinating and following up on IT Support projects.

19. Build and distribute the IT Support News Letter.

20. Help with IT Support follow up and Audit calls to customers.

21. Build training videos for independent stores use of CW and other technical training.

22. Maintain and refresh end-user training and operations documentation.

23. Help coordinate company technology advancement projects.

24. Conduct online training and in-person sessions for end users.

25. Some travel is required for external training and sales presentations.

EDUCATION AND EXPERIENCE

Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college, plus 2 years related experience and/or training, or equivalent combination of education and experience