IT Support Specialist II

1 week ago


Grand Rapids, Michigan, United States Trinity Health Full time

Employment Type:
Full time

Shift:
Day Shift

Position Overview:

ROLE SUMMARY
The IT Support Specialist II is responsible for configuring, installing, monitoring, and maintaining desktop software and hardware for TIS users, providing high-level support in these areas. This role involves consulting with TIS users on all aspects of end-user computing and desktop-based LAN systems software.

In addition, the specialist will deliver advanced technical support and collaborate with vendors to address complex issues.

Participation in various projects is also expected.

KEY RESPONSIBILITIES
Demonstrates a clear understanding of and commitment to the Trinity Health Mission, Vision, and Values in all actions and decisions.

Offers expert support for all desktop and network hardware and software applications, ensuring proactive troubleshooting and analysis. Serves as a knowledgeable resource for product evaluation, selection, deployment, and usage.

Configures and installs software on users' desktop and laptop systems.

Installs new hardware (desktops, laptops, PDAs, printers, etc.) at user locations.

Provides analytical and technical expertise in planning, designing, and installing both new and existing desktop systems.


Evaluates and utilizes advanced support tools and applications to resolve complex hardware and software challenges.

Understands the interactions between technologies and applications across service lines, developing integration, migration, and contingency plans.

Assists in strategic technology planning and budgeting, maintains technical documentation, and identifies opportunities for process improvement.

Consults with TIS users on all aspects of end-user computing and desktop-based LAN systems software.

Engages in project activities, including data collection, design suggestions, and communication with project teams and end users.

Documents solutions to problems, troubleshooting techniques, and develops user guidelines. Recommends changes based on historical data and experience.

Participates in testing and evaluating new desktop packages and implements prototypes.

Supports a mobile workforce.

Engages in on-call support rotation as directed by management.

Contributes to coaching and mentoring efforts within the team.


Maintains a thorough understanding of applicable Federal, State, and local laws and regulations, as well as Trinity Health's Integrity and Compliance Program and Code of Conduct, ensuring adherence to ethical and professional standards.

Performs additional duties as assigned.

MINIMUM REQUIREMENTS
Bachelor's degree in Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.


A minimum of three (3) years of hands-on experience with complex application installation, hardware, and troubleshooting techniques is required, along with demonstrated proficiency in these areas.

Relevant certifications (A+, Network+, MCDST, MSP) or equivalent experience. MSCE certification is preferred.

Advanced skills in Microsoft desktop operating systems/applications installation and support (Microsoft Office and Outlook) are essential.

HP Desktop and Laptop Certification is preferred.

Experience across multiple platforms, including networking concepts (LAN and WAN) and IS best practices, is required.

PC Imaging experience is necessary.

Experience with HP/Lexmark printers is required.

Strong communication and interpersonal skills are essential.

Excellent oral and written skills for client communication and system documentation are necessary.

Ability to troubleshoot software and hardware issues effectively.

Ability to maintain composure and productivity in challenging situations.

Ability to manage multiple customer issues simultaneously.

Comfortable working in a collaborative, shared leadership environment.


Possesses a personal presence characterized by honesty, integrity, and a caring attitude, with the ability to inspire and motivate others to uphold the philosophy, mission, vision, goals, and values of Trinity Health.


PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS
Must be able to prioritize and organize work effectively, adapting to frequently changing demands.

Ability to manage multiple tasks/projects concurrently in a potentially stressful environment with diverse personalities and work styles.

Must comply with Trinity Health policies and procedures.

Ability to read, analyze, and interpret general business publications, technical procedures, or governmental regulations.

Ability to write reports, business correspondence, and procedural manuals.

Must be able to lift and move objects (computers, monitors, printers) weighing up to 50 pounds.


The above statements are intended to describe the general nature and level of work performed by individuals in this classification.

They are not exhaustive of all duties assigned.

Trinity Health is committed to diversity and inclusion, recognizing that our colleagues bring different experiences, customs, abilities, and talents to our organization. Together, we strive to provide the best care for those we serve. Trinity Health is an Equal Opportunity Employer, ensuring that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

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