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IT Support Specialist

2 months ago

Bloomington, Illinois, United States AUNT MARTHAS HEALTH AND WELLNESS, Inc. Full time

Aunt Martha's Health and Wellness is dedicated to enhancing the health and well-being of our communities by ensuring equitable access to exceptional care through a culture of innovation. As part of our commitment to health and safety, we require all employees to be vaccinated against COVID-19, with documentation required upon hire.

Position Overview:

The primary objective of this role is to deliver comprehensive IT support to all personnel at Aunt Martha's.

Key Responsibilities:

  • Deliver outstanding customer service during one-on-one interactions with end-users, both over the phone and in person.
  • Participate in training sessions for new hires, educating them on IT policies and access management.
  • Contribute to the development of the IT Service Catalog.
  • Assist in the configuration and monitoring of the Intune Mobile Device Management (MDM) platform.
  • Oversee the IT components of the employee onboarding process, including account and mailbox setup, phone configuration, etc.
  • Ensure efficient execution in the setup, implementation, and documentation of end-user IT hardware.
  • Identify, analyze, and resolve basic incidents related to PCs (software and hardware), internet connectivity, and telephony.
  • Coordinate timely repairs of PC and phone equipment under third-party maintenance agreements.
  • Support service desk-related needs and projects at on-site clinics.
  • Handle escalated issues involving ticketing software, ensuring resolution within established service level objectives.
  • Maintain a focus on timely issue resolution and adherence to service level commitments.
  • Participate in a rotating after-hours on-call schedule to fulfill the organization's 24/7 support requirements.
Required Qualifications:
  • Proficient experience with the Microsoft Office suite.
  • Familiarity with Office 365 products and environments.
  • Exceptional organizational skills with the ability to manage multiple tasks.
  • Effective communication skills (both written and verbal) with users, staff, management, and external vendors.
  • Knowledge of modern desktop or server operating systems, various software applications, and PC hardware.
  • Understanding of mobile device configuration and support (iOS and Android).
  • Demonstrated hands-on and phone customer service skills that ensure a positive experience for end-users.
  • Ability to reset passwords in an Active Directory environment and add PCs to Active Directory.
  • Strong time management skills, with a focus on punctuality.
  • Basic troubleshooting skills for PCs, laptops, and mobile devices.
  • A minimum of a Two-Year Associate or BA/BS degree, or equivalent skills/certifications.
  • Capability to lift up to 50 lbs.
Preferred Qualifications:
  • A+ technology certification or equivalent experience.
  • Experience collaborating with vendors for equipment procurement and billing resolution.
  • Familiarity with IT-related ticketing systems.
  • Previous experience in a healthcare organization.
Working Conditions:
  • Office environment with potential travel to alternate locations.
  • Hybrid work-from-home options available.
Aunt Martha's is an equal opportunity employer, considering all applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.