IT Support Specialist

2 weeks ago

Louisville, Kentucky, United States 3DR Labs LLC Full time
Job Overview

Company Overview:

3DR Laboratories specializes in providing advanced post-processing services to numerous healthcare facilities, including hospital radiology departments and independent imaging centers. Our commitment is to deliver expert processing of medical imaging cases swiftly, ensuring that urgent cases are handled within minutes. Operating 24/7, we pride ourselves on our unwavering availability.

Position Summary:

We are currently seeking a dedicated IT Support Specialist to enhance our IT Team at our corporate headquarters. The primary responsibility of the IT Support Specialist is to assist employees and contractors with their computer systems, hardware, and software needs. As the initial point of contact for technical issues, the ideal candidate will possess a strong customer service orientation and a keen understanding of organizational requirements. The ability to investigate problems and collaborate effectively to implement solutions is essential.

Key Responsibilities:

  • Manage incoming support requests via calls, emails, and alerts, ensuring timely ticket creation.
  • Address user inquiries through various communication channels, including phone, email, and chat.
  • Provide technical support by diagnosing and resolving issues for users.
  • Escalate complex problems to higher-level support when necessary.
  • Organize and prioritize ticket assignments as needed.
  • Monitor open tickets and ensure compliance with service level agreements (SLAs).
  • Keep users informed about the status of their tickets, especially for prolonged resolutions.
  • Prepare and configure computers for deployment.
  • Maintain and upgrade user PCs as required.
  • Oversee the organization and management of IT assets.
  • Safeguard confidential information in accordance with company policies.
  • Complete all mandatory training programs in a timely manner.

Additional Responsibilities:

  • Enhance customer service quality and overall satisfaction.
  • Optimize the utilization of IT support resources.
  • Collaborate effectively within a team environment.
  • Manage the shipping and tracking of IT equipment, ensuring timely delivery.
  • Perform other duties as assigned to support the IT department.

Qualifications:

  • High School diploma or equivalent is required.
  • Fundamental knowledge of computer systems and operating environments.
  • Basic troubleshooting capabilities and a strong interest in technology.
  • Familiarity with Microsoft software products.
  • Excellent communication skills with a focus on customer service.
  • Innovative mindset with a willingness to explore new methodologies.
  • Ability to comprehend complex concepts and manage various tasks simultaneously.
  • Strong listening skills with the ability to paraphrase effectively.
  • Self-motivated and proactive in taking initiative.
  • Ability to thrive in a dynamic work environment.
  • Commitment to quality and pride in work output.
  • Physical capability to lift up to 50 pounds.
  • A valid driver's license is required.

Equal Employment Opportunity:

We are an equal opportunity employer, committed to creating an inclusive environment free from discrimination and harassment. All applicants will be considered for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, age, veteran status, or disability status.

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