IT Support Specialist
2 months ago
Aunt Martha's Health and Wellness, Inc. is seeking a highly skilled IT Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing exceptional technical support to our staff, ensuring seamless access to our systems and applications.
Key Responsibilities- Provide Excellent Customer Service: Respond to and resolve technical issues in a timely and professional manner, ensuring a positive experience for our end-users.
- IT Onboarding and Training: Participate in new hire trainings, instructing staff on IT policies and access management.
- IT Service Catalog Development: Assist in creating and maintaining our IT Service Catalog.
- Intune MDM Platform Management: Assist with configuration and monitoring of our Intune MDM platform.
- Employee Onboarding: Manage the IT portion of the employee onboarding process, including account and mailbox configuration, phone setup, and asset documentation.
- Hardware Configuration and Implementation: Provide efficient execution in the configuration, implementation, and asset documentation of end-user IT hardware.
- Incident Resolution: Identify, analyze, and resolve basic incidents regarding PCs, internet connectivity, and phones.
- Vendor Coordination: Coordinate timely repair of PC and phone equipment covered by 3rd party vendor maintenance agreements.
- Service Desk Support: Assist with service desk-related on-site clinic needs and projects.
- Escalated Issue Resolution: Work with escalated issues involving ticketing software and resolve issues within set SLO/SLA timeframes.
- After-Hours Support: Participate in the rotating after-hours on-call schedule to meet our 24/7 support requirement.
- Technical Expertise: Significant experience with Microsoft Office suite of products, Office 365 products/environment, and modern desktop or server operating systems.
- Communication Skills: Excellent organizational skills, ability to multi-task, and effective communication skills (written and oral) with users, staff, management, and external vendors.
- Problem-Solving Skills: Demonstrated ability to troubleshoot and resolve technical issues in a timely and professional manner.
- Education and Certifications: Two-Year Associate or BA/BS degree required or equivalent skills/certifications.
- Physical Demands: Ability to lift 50 lbs.
- A+ Technology Certificate: A+ technology certificate or equivalent experience.
- Vendor Experience: Experience working with vendors to procure new equipment and resolve billing issues.
- IT Ticketing System Experience: Experience with an IT-related ticketing system.
- Healthcare Experience: Previous experience within an organization providing healthcare.
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