IT Support Specialist

4 days ago

Battle Creek, Michigan, United States AdventHealth Information Technology Full time
Job Summary

We are seeking a highly skilled IT Support Specialist to join our AdventHealth Information Technology team. As a key member of our team, you will provide advanced technical support and troubleshooting services to our healthcare professionals, ensuring seamless access to technology solutions that enhance their work processes.

Key Responsibilities
  • Install and troubleshoot consumer-based hardware and software on devices and operating systems.
  • Provide detailed descriptions within ServiceNow tickets.
  • Follow AIT standards for devices and software.
  • Work with enterprise AIT technical and business support teams as required.
  • Perform preventive maintenance on authorized AdventHealth devices.
  • Communicate with consumers to provide solutions to technical problems.
  • Lead mid to large-size projects and special initiatives within allotted timeframe.
  • Follow and maintain AIT standard operating procedures for field operations.
  • Troubleshoot advanced issues with audio-video technology without assistance.
  • Create and reference centralized AIT Field Operations knowledge bases.
  • Perform advanced level repairs for AdventHealth devices.
  • Work with our designated AdventHealth IT vendors for support.
  • Meet the standard SLA for incident and request.
  • Assist in the configuration of image builds and/or modifications to assist AIT teams.
  • Direct, guide, and/or mentor ITSS Associate and Intermediate-level positions, to improve teamwork, knowledge, and customer service.
  • Assist with critical roadblocks from ITSS peers, and then escalate to ITSS management if needed.
  • Provides oversight and expertise to ensure the ITSS team maintains inventory, spare hardware, and related inventory records. Provides leadership and direction to site walk-through and audits to ensure accurate equipment and compliance.
  • Work closely with inventory and purchasing processes to support needed projects.
  • Create appropriate team, process or inventory reports using Business Intelligence (BI) tools.
  • Contribute knowledge documentation for the organization.
  • Lead out on process improvement initiatives.
  • Represent IT in meetings when assigned or when ITSS management is unavailable.
  • Oversee day-to-day operations of IT contractors for projects.
Requirements
  • High School diploma or equivalent.
  • Associates degree in healthcare, business, or technology related field or 5-7 years of experience in the desktop environment, troubleshooting and maintaining computer systems in a complex corporate environment.
  • Must have THREE of the following IT related certifications: CompTIA A, CompTIA Network, CompTIA Security, Cisco CCNA, ISC2 CC, AWS Certified Cloud Practitioner, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft Certified: Fundamentals series (Azure Cloud, AI, Data, Security etc.).
Work Environment

This is a full-time position with a schedule of 1 - Day. The role requires participation in on call, use of a personal cell phone for voice and data communications, periodic weekend and night work, and travel between locations to provide support as required.

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.

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