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IT Support Specialist II

2 months ago

Collinsville, Illinois, United States TOUCHETTE Full time
Job Overview

Position Summary:

The IS Desktop Support Analyst is responsible for delivering first and second level technical assistance for all desktop-related hardware, software, and networking issues reported to the Service Desk through various communication channels. This role encompasses both Help Desk and Desktop Support responsibilities, addressing user inquiries and service requests via remote tools, phone, and in-person visits.

Key Responsibilities:

  • · Log and track all service requests and incidents received through multiple channels in the Incident and Request Management System.
  • · Provide daily troubleshooting and repair support for desktop hardware and software issues, both remotely and on-site.
  • · Conduct regular Asset Management activities.
  • · Prioritize and escalate incidents and requests according to established protocols.
  • · Follow up with users to ensure satisfactory resolution of incidents.
  • · Maintain consistent and professional communication with both internal and external stakeholders through various mediums.
  • · Assist with Move Requests and project-related tasks.
  • · Participate in the On-Call support rotation for after-hours, weekends, and holidays.
  • · Perform additional duties as assigned.

Required Qualifications:

  • · Associate's degree in a relevant IT field or equivalent experience of 4 years.
  • · At least 2 years of experience in a helpdesk or IT call center environment.

Experience:

  • · Proven experience in providing end-user support within a call center setting.
  • · Familiarity with corporate and clinical operational environments.
  • · Experience in problem escalation and collaboration with IT departments.
  • · Proficient in troubleshooting various hardware components such as hard drives, memory, and network interface cards.
  • · Skilled in installing application software, drivers, and imaging desktop systems.

Skills and Competencies:

  • · Exceptional customer service abilities.
  • · Strong verbal and written communication skills.
  • · Solid technical knowledge and desktop troubleshooting capabilities.
  • · Comprehensive understanding of MS Windows and MS Office applications.
  • · Proficient in documentation and user guide creation.
  • · Intermediate knowledge of desktop hardware and peripheral devices.
  • · Familiarity with network troubleshooting, including wireless connectivity issues.
  • · Basic support skills for mobile devices.
  • · Understanding of Asset Management practices.
  • · Knowledge of fundamental and intermediate IT terminology.

Physical Requirements:

  • · Work in an office setting requiring prolonged periods of sitting, standing, walking, and lifting up to 40 pounds.
  • · Ability to travel to various locations, including lifting, bending, and setting up equipment.

FLSA Classification:

This position is classified as non-exempt under the Fair Labor Standards Act (FLSA), entitling employees to overtime pay for hours worked beyond 40 in a workweek in accordance with applicable regulations.

Equal Employment Opportunity:

Touchette Regional Hospital is committed to equal employment opportunities for all employees and applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other characteristic protected by law. This policy applies to all aspects of employment, including hiring, placement, promotion, termination, and training.