Technical Support Specialist

Under the direction of the Manager, IT Service Management, the Technical Support Specialist will oversee and maintain company related user hardware and software systems. User hardware is comprised of, but not limited to, desktops, laptops, printers, phones, etc. User software systems include any software utilized by end users and some software maintained and used to manage user hardware and software by the IT department. Their skills are an asset to the company as they assist in resolving technical issues concerning end users' accounts, software, hardware or other infrastructure necessary to maintain a productive working environment.

1. Utilize the IT Service Desk system to detail all incidents and service requests, steps taken to resolve them, and the specific
dates/individuals involved.
2. Act as the initial point of contact for all computer and system related concerns from the user community.
3. Assist management in creating training and knowledge base materials pertaining to computer troubleshooting and usage.
4. Organize and file documentation pertaining to warranties and instructional guides for computer hardware.
5. Resolve technical issues related to any computer hardware or software in use across the company or be able to efficiently
hand off a technical issue that needs to be escalated to a higher tier of support.
6. Exhibit superior customer service skills when communicating with the user community.
7. Ability to prioritize and manage several tasks and/or projects efficiently.
8. Accept constructive criticism and customer feedback regarding their experience with software, hardware or IT services.
9. Comfortable working in and assisting others through company service desk software from a remote location.
10. Time management skills and the ability to establish reasonable and attainable deadlines for resolution.

2+ years of relevant work experience as an IT professional preferably in a healthcare work environment.
Professional written and interpersonal skills are essential when communicating with end users and vendors.

Bachelor's degree in a computer related field and/or relevant work equivalent experience is preferred.

• A supportive and collaborative work environment
• Opportunities to progress in function, skill, and pay
• A competitive wage scale
• A comprehensive health and wellness package including medical, dental, and prescription drug coverage