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IT Support Specialist
2 months ago
Contract Duration: 12 Months
Position Overview:
This role is part of a dedicated team providing 24x7 support within a healthcare environment. The team will consist of multiple shifts, ensuring continuous coverage for critical IT services. The initial training phase will occur during standard business hours, followed by a transition to designated shifts.
Key Responsibilities:
1. Provide Tier 1 support for hardware, software, and operating system issues, demonstrating a foundational understanding of IT support principles.
2. Exhibit excellent customer service skills, effectively addressing user concerns and ensuring proper escalation protocols are followed.
3. Maintain accurate records of service requests and resolutions through call log tracking.
4. Follow up on customer service inquiries to ensure complete resolution.
5. Assess service requests to determine the appropriate level of support required.
6. Resolve all Tier 1 issues promptly and escalate Tier 2 issues to the appropriate resources.
7. Continuously enhance knowledge of applications, hardware, and operating systems to provide effective support.
8. Serve as the primary contact for the IT department, facilitating communication between users and technical teams.
Required Skills:
- Ability to work effectively in a team-oriented environment with minimal supervision.
- Proficiency in troubleshooting hardware and software issues, including telephony systems.
- Strong communication and documentation skills, with a focus on customer service.
- Familiarity with Microsoft software, including security and compliance issues.
- Knowledge of TCP/IP protocols and networking concepts.
Preferred Qualifications:
- High school diploma or GED required; some college education preferred.
- Minimum of three years of experience in end-user support or service desk roles.
- Relevant certifications such as A+, MCP, or ITIL Foundations are advantageous.
Work Environment:
This position is integral to maintaining IT services in a fast-paced healthcare setting, where timely support is critical to patient care.
