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IS Technology Support Specialist
4 months ago
Installs, configures and responds to Customer Support calls for software, hardware, peripherals, and other data network devices; troubleshoots and repairs network connectivity issues; updates hardware inventory including spare parts; replaces and removes old equipment; develops and maintains technical documentation; interfaces with other IT teams and service vendors to resolve problems . Responsible for projecting a professional, friendly, customer service focused image in all customer communication. Develops and maintains productive and professional relationships with other teams within IT.
Position Responsibilities:
Requires travel to customer/remote sites to complete tasks; home base assignment may vary based on support and customer needs - available for 24/7 support as needed .
Promptly responds to tickets and work orders and initiates resolution; updates ticket's notes to include progress and resolution; follows up with customer to ensure satisfaction; leaves follow up notice when servicing customer equipment in their absence; adheres to IT business practices .
Participates in IT projects as needed .
Creates and maintains support and technical documentation in department knowledgebase .
Maintains rapport with customers by meeting with users to determine quality of service and makes necessary adjustments to accommodate needs; examines and resolves complaints; routinely rounds in customer areas to identify any trending issues or concerns .
Performs in-depth research to reveal improved methods and technology for Information Technology customer functions .
Independently maintains job knowledge of the latest and emerging technologies, including new hardware, mobile devices, and various operating systems and by participating in educational opportunities .
Position Qualifications Required / Experience Required:
- Minimum of 3 years' experience in computer hardware installation, maintenance and repair . Strong analytical, technical and troubleshooting skills required . Customer focus and positive , can-do approach is critical .
- Must have good interpersonal, verbal and written communication skills .
- Able to write and maintaining clear documentation about system architecture, release, and implementation plans, and develop and maintain internal documentation.
- Strong attention to detail, problem investigation and diagnostic skills .
Required Education:
Associates degree preferred.
Training/Certifications/Licensure:
A+ certification, MCP or HDI certification preferred or equivalent work experience required .
Virtua welcomes all individuals, inclusive of race, sex, sexual orientation, gender identity, religion and faith, national origin, and disabilities, and we proudly look to each person's unique achievements and experiences to continue to set us apart. Our whole-hearted commitment to an inclusive, diverse, and equitable workplace enables Virtua to be here for our communities, here for our patients, here for our colleagues-Here for Good.
