IT Systems Specialist II POSITION SUMMARY - ON-SITE POSITION ONLY Responsible for providing technical support to include triage, ticket assignment, tier Il issue resolution, account management, and systems monitoring; includes providing accurate and efficient tier Il support for workstations and peripherals issues, recommending hardware, scheduling, receiving, storing & distributing software, hardware & equipment according to company policy & procedures and asset tracking. ESSENTIAL FUNCTIONS + Provide outstanding customer service and a positive support experience by interfacing directly with Spectrum employees on issues, communicating in a clear, concise manner + Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting + Accurately and efficiently answer help desk calls for multiple sites + Collect appropriate information needed to triage, assign, and solve tier I tickets regarding software, hardware, and operational problems and appropriately know when to escalate to tier III support + Provide remote software installation and configuration support + Accurately perform account creation, management, and deletion per documented processes and procedures + Accurately and timely perform remote connection administration per documented processes and procedures + Manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures + Workstation management and adherence to all security requirements + Follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate to level II support + Liaison with departments to coordinate technology needs + Performing one-on-one IT training for new staff. + Write and update “how-to”, knowledgebase, and procedure documentation. + Act as an escalation point for 3rd party service desks. + Follow established processes and standards, identify and propose improvements as necessary + Maintain high-level knowledge of desktop, network, healthcare, central services business applications, and mobile technologies PRIMARY RESPONSIBILITIES + Troubleshoots and identifies possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow-through skills + Participates in Process Improvements and other duties as assigned + Follows purchasing guidelines to order, receive, and track hardware, software, and maintenance contracts as needed + OS Imaging and deployment + iOS mobile device management + Attends meetings as assigned and participates in educational activities to keep skills up to date + Demonstrates professionalism at all times + Displays cooperative behavior and interacts positively and effectively with others to promote a team environment + Performs other duties necessary to maintain the overall efficiency and continuity of the dept + Is proactive in identifying, reporting, and participating in the resolution of any potential or safety issues QUALIFICATIONS + Associates or Bachelor’s Degree preferred; or equivalent of education and 3 - 5 years’ healthcare industry experience or within a managed services provider environment + Experience and ability to thrive in a team-oriented, customer service environment + Excellent documentation skills, ability to write technical processes and procedures + Thorough understanding of current Windows operating systems and current Microsoft Office products including Microsoft 365 + Knowledge of the interoperability of current Windows operating systems with 3rd party applications + Knowledge of printer driver and queue creation, installation, management, and troubleshooting + Knowledge of print queue management + Basic Windows server administration, exposure to Active Directory and Exchange + Understand principles of computer system operations, LANS, and WANS, Operating Systems, and peripherals + Demonstrated hardware maintenance and/or configuration experience; A+ certified preferred + Knowledge of one or more scripting languages a plus + Desktop and laptop hardware knowledge Dell, HP & Apple + CompTIA A+ certification or higher (current) + Understanding of ITIL framework + Basic database concepts; SQL skills a plus + Excellent customer service skills + Highly effective communication and interpersonal skills with the ability to function as part of a team + Ability to maintain confidentiality + Valid driver’s license PHYSICAL DEMANDS / WORK ENVIRONMENT + Travel to various sites of service + Work environment includes computer-related noise levels + Continual use of computer keyboard, mouse, and other associated peripherals + Extended standing and walking, lifting of computer equipment (30-50 pounds) + Occasional reaching, bending BENEFITS + Health Insurance (80% company-paid) + HSA Match (Company match $3,000 family plan / $1625 individual plan) + Dental & Vision Insurance Plans + 401(k) Match and Profit-Sharing Plan + Life and Accidental Death and Dismemberment Insurance (Company paid) + Long-term Disability Insurance (company-paid) + Short-term Disability Insurance (company-paid) + Generous paid time off + Voluntary, Employee-Paid Benefits + Medical Reimbursement Plan Powered by JazzHR