IT Support Specialist

SECTION 1: Job Summary (Summary of the basic functions of the position)

The IT Support Specialists is responsible for Maintaining and administering computer networks and related
computing environments, including computer hardware, systems software, application software, and all
configurations.

SECTION 2: Duties and Responsibilities (Responsibilities necessary to accomplish job functions)

• Support Windows 10 fat clients and WYSE Thin OS thin clients
• Support end users and applications in VM environment
  • Familiarity with Medical application support (password resets, account permissions, and troubleshoot printing issues)
  • Ability to communicate complex technical issues to both technical and non-technical audiences
• Support of TCP/IP networks and phone systems
  • Troubleshoot Internet circuits and network connectivity
  • Laptop and desktop computer imaging, setup, and configuration
  • Creation and upkeep of computer images to ensure standardized configurations across systems
  • Generate technical support documentation, contributing to both the tech and user knowledge bases
  • Document incidents and requests according to ITIL standards
  • Extensive use of a ticket system (Remedy, Heat, Web Help Desk, etc.)
• Provide Level 1 local and remote support for issues related to computer systems, software and hardware; Investigates error messages and determines resolution; Reinstall program or replace files that are causing errors
• Maintain phone system including resetting passwords, updating workstation extensions, monitor queue logins, maintain supervisor rights and monitor IP phone quality
• Documents, tracks and monitors user issues to ensure proper resolution and tracking
• Responsible for setting up, maintain and supporting all branch locations including new sites and new users; responsible for all hardware and software installations and configuration
• Be the point of contact for vendor support and troubleshooting
• Maintain a HIPAA compliant work environment
• Responsible for working with the following technologies: AD setup and maintenance, VoIP phone and fax support, email set up and maintenance, DNS/DHCP, antivirus support, server backups and user access rights
• Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service
• Performs other duties that may be necessary or in the best interest of the organization

SECTION 3: Experience Requirements

• 2-4 years information technology, computer science or related field experience
• Minimum 2 years supporting PC’s and servers in an enterprise environment
• A+, Net+ or Serv+ certifications strongly preferred
• Experience with MS Windows 10, Server 2016/2019, MS Office Suite, IP networks and subnets, active directory accounts and GPO, Azure, VM Environments, Network and USB printers/scanners, Login batch files
• Ability to work under time restraints and pressure while maintain accuracy and quality of work

SECTION 4: Knowledge, Skills and Abilities Requirements

• Proficient in Microsoft Operating Systems and Applications (Windows, Windows Server, Office)
• Proficient with Active Directory & Azure/Entra
• Exceptional analytical and logical troubling shooting skills for Computer and Network issues
• Windows Server Administration (Active Directory, DNS, File, User provisioning, Printing)
• Hardware and Software provisioning (Imaging, Machine setup/build, software installation, troubleshooting)
• MS Exchange / Outlook support
• Network Infrastructure Administration (Firewall, IP Addressing, Monitoring, Security, Switches, Wireless)
• Storage and Disaster Recovery Knowledge
• Customer-focused with excellent written, listening and verbal communication skills
• Ability to follow or provide verbal & written instructions with sufficient grammar and spelling
• Specialty knowledge of systems relating to job function
• Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines

SECTION 5: Supervisory Responsibilities:

• This position has no supervisory responsibilities.