IT Support Specialist

1 month ago

Bloomington, Illinois, United States AUNT MARTHAS HEALTH AND WELLNESS, Inc. Full time
Aunt Martha's Health and Wellness Job Description

Aunt Martha's Health and Wellness is committed to delivering exceptional care and wellness services to our communities. We are seeking a highly skilled and dedicated IT Support Specialist to join our team.

Job Summary

The IT Support Specialist will provide technical assistance and support to Aunt Martha's staff, ensuring that our IT systems and infrastructure are running smoothly and efficiently. This is a critical role that requires excellent communication and problem-solving skills, as well as a strong understanding of IT systems and hardware.

Key Responsibilities
  • Provide exceptional customer service to Aunt Martha's staff, responding to IT-related inquiries and resolving technical issues in a timely and professional manner.
  • Configure and monitor the Intune MDM platform, ensuring that all devices are properly secured and managed.
  • Assist with the creation of the IT Service Catalog, ensuring that all IT services and procedures are clearly documented and easily accessible.
  • Manage the IT-portion of the employee onboarding process, ensuring that all new employees have the necessary IT resources and support to perform their job duties.
  • Identify, analyze, and resolve basic incidents regarding PCs, software, and hardware, as well as Internet connectivity and phone issues.
  • Coordinate timely repair of PC and phone equipment covered by 3rd party vendor maintenance agreements.
  • Assist with service desk-related on-site clinic needs and projects.
  • Work with escalated issues involving ticketing software and resolve issues within set SLO/SLA timeframes.
  • Responsible for timely resolution of issues and meeting service level objectives.
  • Participate in the rotating after-hours on-call schedule to meet the organization's 24/7 support requirement.
Requirements
  • Significant experience with Microsoft Office suite of products.
  • Experience with Office 365 products/environment.
  • Excellent organizational skills with the ability to multi-task.
  • Communicates effectively (written and orally) with users, staff, management, and external vendors.
  • Familiarity with modern desktop or server operating systems, various software applications, and PC hardware.
  • Understanding of mobile device configuration and support (iOS and Android).
  • Demonstrates exceptional hands-on and phone customer service skills allowing for a positive customer service experience with end-users/customers involving each IT Service Desk request/incident handled.
  • Ability to reset passwords in an Active Directory environment and add PCs to Active Directory.
  • Ability to manage own time effectively and to be prompt and punctual.
  • Basic PC/laptop/mobile device troubleshooting skills.
  • Two-Year Associate or BA/BS degree required or equivalent skills/certifications.
  • Individual should be capable of lifting 50 lbs.
Preferred Qualifications
  • A+ technology certificate or equivalent experience.
  • Experience working with vendors to procure new equipment and resolve billing issues.
  • Experience with an IT-related ticketing system.
  • Previous experience within an organization providing health care.
Working Conditions
  • Office environment. May require occasional travel to alternate locations.
  • Hybrid Work-from-home options.

Aunt Martha's is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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