The purpose of IT Support Specialist is to provide exceptional desk-side and remote assistance along with other technology support related tasks. This person will identify trends and recommend technology and automation solutions for improving employee and patient experience. This person will also aid in project planning and implementation in a collaborative environment.
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Handling customer technical support cases through phone and email submission
- Enter new and update existing tickets into IT ticketing software; follow up and escalate issues to other internal IT functions and external departments and vendors
- Create and maintain knowledgebases and internal documentation
- Configure and support Thin Clients, Desktops, Laptops, Multi-Function Printers, and various other devices
- Computer Imaging and Asset Deployment, Asset Management
- Troubleshoot wired and wireless networking issues
- Support Elevate phone system
- Support AV and telecom equipment; IP/Conference Phones, Projectors, Displays
- Support Windows Operating Systems and Microsoft Office applications
- Helps to plan and implement new technology projects as determined by organizational priorities
- Maintain patient privacy and confidentiality- Understand HIPAA guidelines and assist in compliance and risk analysis.
KEY COMPETENCIES
- Excellent verbal and written communication skills
- Excellent organizational skills and attention to detail
- Excellent time management skills with a proven ability to meet deadlines
- Strong project management skills and experience managing cross-functional relationships and priorities
- Proven strategic agility, ability to succeed in a fast-paced, continuously evolving environment
- Ability to adapt to the needs of the organization and employees
- Ability to prioritize tasks and to delegate them when appropriate
- Thorough knowledge of employment-related laws and regulations
- Proficient with Microsoft Office Suite or related software
- Healthcare experience preferred
- Network design and implementation
- Outstanding knowledge of software maintenance
- Strong ticket documentation skills and organization skills for multiple ongoing projects
- Strong Windows Operating System experience
- Endpoint management support experience preferred
- Functional Windows Server knowledge
- Strong independent technology hardware and software support experience
- Ability to determine users' technical abilities and communicate at their level
- Analytical thought process/problem-solving skills with attention to detail and proven documentation abilities
- Independently prioritize tickets case by case by SLA in alignment with organizational values
SUPERVISORY RESPONSIBILITIES
This position does not have any supervisory responsibilities.
WORK ENVIRONMENT
Primary environment is home office, administrative office, or clinical office. This role requires regular walking. This role may come into contact with patients who may have contagious illnesses.
PHYSICAL DEMANDS
- Prolonged periods of sitting at a desk and working on a
- Must be able to lift 15 pounds at
Travel Requirements
Must have the ability to travel between MCC sites in the St. Paul/Minneapolis metro area.
Required Education and Experience
- Two-year Associates degree specific to Information Technology or equivalent experience preferred
- A+ Certification, Net+ Certification and Modern Desktop Certification (Windows 10 & Managing Modern Desktops preferred
- 2–3 years of experience in IT support, help desk, desktop support, or a related technical support role.
- Experience troubleshooting hardware, software, network connectivity, printers, and computer-related issues.
- Experience providing technical support to employees across multiple departments and locations.
- Experience with Microsoft 365 applications, Windows operating systems, Active Directory, and user account management.
- Experience installing, configuring, maintaining, and troubleshooting computers, laptops, monitors, printers, and other IT equipment.
Preferred Education and Experience
- Bachelor's Degree in Computer Science or related field
- 5 years' experience in Information Tech or related field