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IT Support Specialist

2 months ago

Mobile, Alabama, United States USA Health Full time
Job Summary

USA Health is seeking a skilled IT Help Desk Specialist to join our team. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our users, ensuring they have a seamless experience with our systems and applications.

Key Responsibilities
  • Evaluate and resolve computer hardware and software problems, as well as investigate technical issues in all applications, network, and PC support areas.
  • Respond to end-user queries via phone, email, or chat, providing first-level assistance and support.
  • Carry out troubleshooting to determine the cause and correction of user problems with applications and PC software, hardware, and/or network.
  • Assist in the education and training of end-users and staff via phone, email, or chat regarding first-level assistance and support.
  • Maintain accurate documentation of incoming concerns and issues, escalating unresolved matters to the designated ticketing system.
  • Recommend procedure modifications or improvements to enhance the support process.
  • Ensure required documentation items are included on help desk tickets.
  • Utilize excellent customer service skills to exceed end-user expectations.
  • Follow up with end-users to ensure issues are resolved and provide support for IT events such as application go-lives.
Requirements
  • High school diploma or equivalent and two years of related experience.
  • Successfully completed studies beyond the high school level from an accredited institution may be substituted on a year-for-year basis for the required experience.
  • Preferred qualifications include IT Help Desk experience and experience with electronic medical record (EMR) systems.