IT Support Specialist

2 months ago


Bloomington, Illinois, United States AUNT MARTHAS HEALTH AND WELLNESS, Inc. Full time
About the Role

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.
Requirements
  • 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.
Preferred Qualifications
  • 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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