IS Technical Support Spec I

4 weeks ago

Libertyville, United States Medline Industries Full time

Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.

Responsibilities:

  • Primarily responsible for providing software and hardware support for Medline's employees, sales reps, and Medline customers.
  • Diagnose and resolve problems using documented procedures and checklists (where available) in the performance of most responsibilities.
  • Understand team and department service level agreements and follow team guidelines and procedures to manage open issues in an efficient manner to help ensure these service levels are achieved. These service levels include such topics as issue resolution duration, call answer times, dropped call rates, first contact resolution rate and customer satisfaction ratings.
  • Provide technical advice, guidance and informal training to customers on hardware and software programs.
  • Serve as the I/S Department's single point-of-contact for end-users. Provide technical advice, guidance and informal training to customers on hardware and software programs. In addition to problem identification, perform on-the-spot training to prevent problem reoccurrence and promote knowledge transfer.
  • Enter call data into Medline's tracking system with enough detail that other I/S Technicians can pick-up the issue and proceed toward resolution without the need for additional communication regarding criticality, symptoms, and actions taken to date.
  • Provide a high level of detail in the documentation of all calls that require escalation outside of the immediate team to allow the individuals being assigned the problem the ability to fully understand the impact, scope, diagnoses results and attempted changes to date without communication beyond the logged ticket.
  • Suggest/present new knowledge base articles to assist others in the diagnosis and resolution of specific issues. Consider business processes and system interaction when creating this documentation. Determine proper delivery method for this communication: e.g. formal training, distribution of soft copy document, etc. Work with Management as necessary to ensure departmental consistency.
  • Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior team members, Team Leads or Managers. Follows documented procedures and checklists.
Education:

Associate's or Bachelor's Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field or equivalent work experience.

Relevant Work Experience:
  • 1 to 2 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.
  • Experience with most of the following: a call tracking system such as HEAT, SAP, Kronos, Outlook functionality, Help Desk practices.


DISCLAIMER

All duties and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This position description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor(s)/manager(s).

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

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