We are seeking an IT Operations Support Specialist that is responsible for ensuring high quality, consistent technical customer support, and ensuring technical support service levels are being met or exceeded.
Essential Functions of the Job:
Resolve and close user requests and incidents to ensure high customer satisfaction and positive support outcomes.
Resolves assigned service requests in an effective and timely manner; ensures users to know the current status of their individual problems, by providing updated communications to include estimated timelines of the resolution, escalation, and other pertinent information
Effectively diagnose and resolve hardware and software issues and requests
Identify and escalate situations requiring urgent attention
Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions
Collaborate with other IT Teams (i.e. Engineering, Applications, Data Analytics, Project Management) to resolve and complete incidents and service requests
Utilize purchase requisition system to order necessary hardware and software for projects
Ensure maintenance renewals and software/hardware contract renewals are processed to prevent a lapse in coverage
Work with teammates to research and document problem resolutions
Work independently to research and resolve technical issues
Work with teammates in researching and writing technical documentation
Stay current with technological trends related to the technical environment
Develop and maintain a professional level of proficiency within Information Technology
Work with the IT Service Desk to maintain a hardware/software inventory
Focus on existing systems to improving process efficiency, reduce costs and enhance customer service
Maintains established departmental policies and procedures, objectives quality assurance program, safety, environmental, and infection control standards.
Enforces IT standards and educates employees about compliance issues.
Develop and maintain IT department system documentation materials (paper and electronic).
Attends meetings as required and participate in committees as directed.
Exemplifies and promotes the department’s four key success factors: Positivity, Ownership, Efficiency, and Transparency, when working with both internal and external customers
Performs other related duties as assigned
Job Requirements: Required Experience:
3+ years of experience in help desk or service desk operations
3+ years providing IT support in a multi-facility environment
Strong understanding of ITIL best practices Preferred Experience:
Experience providing IT Support in a healthcare
Preferred Certifications and Education:
ITIL Certification
Microsoft Certifications - MCSE, MCSA, MCP, Microsoft 365
CompTIA Certifications —Network+, Security+
Office 365 Training Specific Technical Skills:
Microsoft products: Windows 10, Office
Networking
0365
ITIL Ticketing System
Automation tools
Service Catalog tool
Enterprise phone system
Antivirus Software
Imaging software
Asset management software
Enterprise phone system
MDM Mobile Data Management
Working Traits:
Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members.
Attention to detail.
Creative thinking and problem-solving.
Ability to capture and communicate the context of a situation.
Excellent oral and written communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
Ability to work both independently and as a team member.
Ability to dig into and achieve an understanding of a problem or request in order to offer the most appropriate possible solution.
Ability to work on multiple assignments with minimal supervision.
Accomplish the quality and quantity of work expected within set limits of cost and time
Plan own work; carry out assignments and capacity to "see the job through."
Communicate with others effectively both orally and in writing in working out solutions to problems or questions relating to the work
Exemplifies and promotes the department’s four key success factors: Positivity, Ownership, Efficiency and
Transparency, when working with both internal and external customers
If you are interested in this role please email your resume to