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Information Technology Support Specialist
3 months ago
- Fully on-site position in Louisville, KY
- Unfortunately, TPV/Sponsorship/C2C not supported by this contract/contract-to-hire role.
- 8a-5p Monday - Friday
About You:
- You are a highly collaborative, strategic risk-taker driven to make a difference and change the face of healthcare. You thrive in a supportive, result-oriented community and are committed to the relentless pursuit of continuous growth. You are highly agile, excel in fast-paced environments and willing to push outside your comfort zone. You are ready to find your purpose at work
Requirements:
- Great customer service and communications including Executive support
- IT End user compute troubleshooting (Windows/MAC, PC Hardware, Audio Video/ Conference rooms/ Printers/ Smartphones + Telephony/Networking
- Operational Discipline : Follow Processes , working knowledge of Service Now for Incident/Request and Asset Management would be a plus
- Highly motivated , self-reliant and great team player. Some of these roles will have a remote Client manager.
- These are all full time onsite critical worker roles.
- This is an onsite role supporting local and remote employees
- Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance
- SME for areas deemed critical by the Regional Manager, provides technical guidance to all parties.
- Troubleshoot problem areas in a timely and accurate fashion, and provide end-user assistance where required
- Remotely Troubleshoot incidents using technical and investigative procedures to provide a resolution for end users
- Evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
- Follow up on outstanding incidents/requests to provide better customer satisfaction
- Provide walk-thru customer first service, interact with our end user base
- Collaborates with others to solve problems and actively incorporates input from various sources; has experience escalating to teams outside of Tech Support Services
- Complete ticket logging/classification/categorization correctly and efficiently
- Train users and communicate on how to use technology equipment and provide process documentation providing the best customer service
- Maintain appropriate stockroom level by adhering to procurement and asset inventory process
- Act as escalation point for any IT related issues
- Demonstrate strong IT trouble shooting and technical skills related to end user computing (PCs, MACs, Smartphones, Windows, Microsoft apps etc.) and networking
- Strong Customer Service, collaboration and communication skills
- Technical Knowledge of Audio Visual and Conference technology a big plus
- Working knowledge of Service Management (ITIL) and use of Service Now
- Disciplined approach to following operational processes
- Provide first-level on-site deskside IT support of customers' software, operating system and hardware requests. Investigate, research, and resolve moderately complex issues.
- Respond to requests and document tickets in Service Now following Client's policy and procedures.
- Perform software installations, upgrades, and configure customer-specific software.
- Review team's current processes and recommend process improvements.
- Document installation guides and workflow processes. Collaborate with Information Technology teams to update workflow processes impacting multiple teams.
- Train users and communicate policies and standards to improve software performance and customer service.
- Act as a technical resource for Information Technology support coordinators.
- Serve as contact in providing on-site customer service and moderately complex technical support to internal partners and vendors.
- Deskside services - image computers, prep computers, manage, distribute, and collect inventory (need organization skills), work with Dell on damaged equipment, etc.
- Support 400-500 people
- Metrics: timeframes to complete, timeframe to pick up tickets/request tickets
Education/Experience:
- High school diploma or equivalent. Bachelor's degree in Computer Science, MIS, or related field preferred. 5+ years of technical support experience. Knowledge of Windows operating systems required and ServiceNow experience a plus.
Required Skills/Experience:
- Sr. Level experience
- Large Enterprise/corporate environment
- Excellent customer service/soft skills required
- Windows 10, Cisco VPN, MS Office Products etc.
Preferred Skills/ Experience:
- ServiceNow Ticketing
- A+ Certified Preferred
- Inventory management
