Senior It Support Specialist

Scope:

• Provide mentorship to the IT Support team to ensure a successful work environment.
• Collaborate with IT leadership to meet needs and changes to the environment. 
• Provide first-level resolution for IT devices and software issues.
• Set up desktop hardware for end users.
• Upgrade, maintain, and support office technology and systems.

Key Responsibilities:

• Review and troubleshoot all new incidents and requests and escalate when unable to resolve.
• Document all help desk interactions within ticketing system.
• Provide ongoing support for jobsite locations and remote users.
• Travel during business hours periodically to jobsite locations.
• Deploy, inventory, and maintain hardware and software.
• Setup, configure, and deploy hardware and software for new and current staff. 
• Provide instruction and assist staff with the many different technologies being used in the environment.
• Perform software upgrades.
• Work with and resolve end user issues.
• Coordinate support and services with multiple IT vendors.
• Work with healthcare related systems.
• Provide direction and guidance to IT Support staff to insure they are following departmental guidelines, policies, and procedures. 
• Provide recommendations and insights to leadership to improve support levels and provide a better experience to end users.
• Work with IT leadership to identify and set clear goals for the support team.
• Help coordinate with IT leadership that the support team covers required shifts and scheduled trips.
• The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all inclusive.

Education and Experience Required:

• AAS Degree in Information Technology and 4 years of prior help desk experience, or those with an equivalent experience of 4-6 years in a help desk role.
• Knowledge of Windows 10 operating systems.
• Knowledge of iOS and Android mobile operating systems.
• Excellent analytical, problem solving, and time management skills.
• Ability to work in a fast-paced environment with changing priorities and deadlines.
• Thorough documentation skills.
• Microsoft Server OS / Active Directory experience. 
• Basic network troubleshooting.
• Must complete and pass a state required background study.
• Able to physically perform the duties required by the position
• Required to have the ability to read, write and speak English well enough to communicate with staff, residents, and visitors.

Reports To: Vice President of Information Technology