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IT Support Specialist
2 months ago
POSITION SUMMARY
Under the general oversight of the Network & Communications Manager, the IT Support Specialist assists users with both hardware and software challenges.
This role involves providing on-site or remote technical support, which includes setting up computer hardware, installing and upgrading software, and troubleshooting fundamental IT issues.
The IT Support Specialist effectively communicates technical solutions in a clear, professional manner; offers personalized end-user training as necessary; collaborates with other IT team members; resolves issues; escalates more complex user problems to IT Analysts; and maintains and reports on hardware and software inventory databases.
KEY RESPONSIBILITIES
While this job description aims to be comprehensive, it does not imply that these are the only tasks required of the incumbent.
The absence of specific duties does not exclude them from the position if the work is similar, related, or logically assigned to the role.
- Demonstrates knowledge of fundamental computer hardware and operating systems, including installation, assembly, upgrades, repairs, configuration, troubleshooting, optimization, diagnosis, and preventive maintenance, with an emphasis on security and interpersonal skills.
- Conducts installation, configuration, diagnosis, preventive maintenance, and other basic networking functions.
- Proficient in addressing common inquiries and capable of providing immediate solutions. Innovates new approaches to frequently recurring issues.
- Responds promptly to incoming inquiries. Investigates questions and problems, ensuring each interaction concludes with customer satisfaction.
- Records 100% of all customer interactions. Documents each contact thoroughly to prevent unnecessary efforts by other support staff.
- Performs duties in accordance with the Standard Operating Procedures manual and the established Service Level Agreement.
- Escalates issues to higher-level support personnel when necessary, following the proper escalation protocols as outlined in the Help Desk Standard Operating Procedures manual. Dispatches calls to field technicians when appropriate.
- Prepares in advance for new software releases and rollouts to anticipate user inquiries.
- Participates in scheduled meetings and training sessions as required for technical and communication development, remaining current with company policies and procedures.
- Exhibits sound judgment and works effectively in high-pressure situations, consistently treating customers with respect and dignity.
- Adheres to the HMH Legal Compliance Code of Conduct.
- Maintains confidentiality and proper handling of sensitive information.
- Ensures a safe working environment and reports safety concerns as necessary.
- Performs all other related duties as assigned.
All positions at Huntsville Memorial Hospital are part of a collaborative team, contributing to the care and service delivery process through effective communication with other team members.
QUALIFICATIONS
Education:
High school diploma or GED required. Bachelor's degree preferred.
Experience:
Previous experience in Information Technology preferred.
License/Certifications:
None required.
Required Skills:
Technical proficiency and understanding of basic computer skills required. Strong organizational and customer service skills required.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Frequent:
sitting, standing, walking
Occasional:
reaching, lifting, carrying, bending, & squatting,
Visual and auditory acuity required. Work is conducted indoors, with good ventilation and a comfortable temperature.
Possible exposure to:
potential electric shock, moving mechanical parts, toxic/caustic chemicals or detergents, radiant energy, communicable diseases, bloodborne pathogens.
Benefits:
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off
Short Term & Long Term Disability
Training & Development
Wellness Resources
