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Technical Support Specialist

2 months ago

Rome, Georgia, United States Atrium Health Full time

Position Summary

The IT Service Desk Associate is responsible for delivering exceptional customer support and resolving technical issues related to operational incidents and service requests. This role entails comprehensive management of customer inquiries, ensuring prompt, dependable, and courteous assistance. The IT Service Desk Associate also facilitates the remote installation of authorized software, application updates, and system configuration modifications. Adherence to established policies and procedures for standard configurations of PCs, printers, PDAs, and applications is essential. In instances where the service desk is not engaged, the IT Service Desk Associate provides tier two or face-to-face support for incidents, service requests, and hardware installations or repairs.

Qualifications

Required Education

High School Diploma or Equivalent

Preferred Education

None

Required Certifications

A+ Certification

Preferred Certifications

None

Required Experience

Proficient in Microsoft Office Suite

Preferred Experience

None

Key Responsibilities

1. Deliver first-level technical support and customer service via phone for operational incidents and service requests, escalating issues as necessary in accordance with established Service Level Agreements and escalation protocols.

2. Resolve basic and routine service requests over the phone whenever feasible.

3. Accurately log and document all reported incidents and service requests in the Incident Management Database, ensuring all required information is included and escalating work orders to the appropriate team.

4. Maintain full accountability for customer interactions, providing timely, reliable, and courteous service.

5. Execute remote deployment of authorized applications, application upgrades, and system configuration changes using defined tools and processes.

6. When not assigned to the service desk, provide tier two or in-person support for necessary incidents, service requests, and hardware installations or repairs.

7. Deploy and repair IT hardware and applications within designated timelines.

8. Conduct necessary in-person IT hardware and application upgrades within assigned deadlines.

9. Assist in adhering to policies, procedures, and processes for supporting approved standard configurations of PCs, printers, PDAs, and applications.

10. Help maintain documentation of standardized configurations for computers, printers, PDAs, and applications.

11. Support the maintenance of accurate documentation, inventory, and licensing.

12. Ensure compliance with software licensing and assist in preventing software piracy.

Working Conditions

OSHA Classification II

Environmental and Job Hazards
Indirect exposure to communicable diseases, bodily fluids, toxic substances, and other conditions typical in a clinical environment.

Typical Physical Demands
Prolonged periods of sitting and/or standing, frequent walking, bending, stooping, pushing, twisting, and turning. Occasional lifting of 10 pounds or more of office-related equipment or supplies. Requires eye-hand coordination and manual dexterity for operating office equipment. Ability to distinguish letters, numbers, and symbols with normal vision and hearing, and to communicate effectively both verbally and in writing. Work-related stress may arise due to volume and time constraints. Travel by vehicle to various locations may be required.

Acknowledgment Statement

All employees are expected to exemplify our service standards of Dignity, Attitude, Nurture, Communication, Environment, and Responsiveness. These behaviors reinforce our commitment to an environment of excellence and personal accountability for workplace performance.

This job description outlines the essential functions of the role and should not be interpreted as an exhaustive list of all responsibilities that may be required.

Atrium Health is an equal opportunity employer committed to providing equal opportunities to all individuals, regardless of race, color, religion, national origin, gender, age, disability, sexual orientation, gender identity, gender expression, veteran status, or any other factor protected by applicable law.