IT Support Specialist

BASIC FUNCTION

The IT Support Specialist will provide technical support and assistance to end-users, troubleshoot, and resolve technical issues, and handles deployment and maintenance of hardware and software systems.

PRIMARY RESPONSIBILITIES AND DUTIES

1. IT Service Management
   1. Monitor and organize incoming assistance requests, prioritize them based on urgency or severity, assign tickets to the relevant IT staff, and ensure timely resolution and follow-up.
      1. Escalate any issues or challenges that may hinder the achievement of SLA targets to the appropriate channels for resolution.
      2. Collaborate with other IT staff to streamline processes and enhance efficiency in meeting SLA targets.
   2. Document and manage assistance requests by accurately recording issue details, troubleshooting steps, and relevant information in the ticket queue, ensuring documentation and records are accurately maintained to track SLA compliance, and support reporting and analysis.
2. Technical Support
   1. Handle support incidents via phone, email, and other forms of communication.
      1. Utilize a ticketing system, perform remote assistance and conduct desk side visits as needed.
   2. Troubleshoot hardware, software issues, and network issues, leveraging existing digital technologies ethically and efficiently to solve problems.
      1. Apply creative thinking and innovative problem-solving skills to analyze and resolve complex hardware and software issues, exploring alternative approaches and options to address technical challenges from different perspectives and identify optimal solutions.
   3. Manage end user technology setup and deployments.
   4. Participate in on-call rotations to provide after-hours support when required.
3. System & Asset Management
   1. Manage hardware and software deployments, including configuring and installing hardware and software. Maintain systems ensuring that they are up to date.
      1. Assist with developing and maintain device images for workstations and other IT Assets.
      2. Assist with MDM and End Point Deployment SaaS.
   2. Administer and manage user accounts, permissions, and groups, ensuring proper access control and user management.
      1. Process Data Access Requests for onboarding and offboarding new employees, provisioning equipment and licensing as required.
   3. Assist with inventory management and tracking of hardware and software assets, including keeping accurate records of assets, conducting regular audits, and managing inventory.
   4. Assist with managing and maintaining the RingCentral telephony system, including user accounts, phone numbers, extensions, and call routing configurations.
   5. Exhibit adaptability in accepting and completing assignments.
4. Customer Service
   1. Exhibit excellent customer service skills for diverse interactions with providers, staff, and clients. 
      1. Practice active listening to understand the specific needs and challenges of each individual.
      2. Provide clear and concise explanations and instructions to help users navigate technology effectively, fostering a culture of customer-centricity by promoting a friendly and supportive environment for all interactions.
   2. Continuously seek opportunities to improve customer service skills and stay updated with best practices.
5. Professional Development
   1. Engage in self-directed learning and professional development to expand technical knowledge and skills, keeping up with industry advancements and incorporating new approaches into daily work.
6. Security & Compliance
   1. Adhere to security and privacy protocols, ensuring System Security & HIPAA compliance.

MISSION, VISION, AND VALUES

1. Empathy - Demonstrates a high level of empathy, respect, and understanding of diversity in the workplace by treating all patients, guests, and colleagues with dignity, courtesy, and inclusivity, and by actively seeking to learn from different perspectives and experiences.
2. Excellence - Consistently upholds high ethical and safety standards and demonstrates unwavering integrity in all work-related activities. Strives for excellence in job performance.
3. Enjoyment (Gratitude) - Displays gratitude, a commitment to learning, and professionalism by actively seeking feedback, accepting constructive criticism, and demonstrating a willingness to grow and improve in their job role.
4. Commitment to Patient/Customer Service - Exhibits exceptional patient/customer service skills, consistently providing professional support. Demonstrates effective communication skills, actively listening to patients/customers, and responding promptly to inquiries and concerns. Handles challenging situations with tact and diplomacy, ensuring timely resolution of problems and fostering positive patient/customer experiences.

CULTURE

1. Gratitude - Displays a positive and appreciative mindset and supports happiness and well-being in self and others.
2. Collaborative Team - Demonstrates flexibility, enthusiasm, and willingness to cooperate while working with others in an inter-professional team to support organizational activities. Identifies and supports opportunities for the professional development of team members.
3. Quality Improvement - Collaborates with team to drive continuous improvement initiatives to enhance quality standards, processes, and outcomes.
4. Accountability - Ensures consistent adherence to regulatory guidelines and HealthPoint policies and procedures. Takes accountability for mistakes and errors.

GENERAL PROFESSIONAL DEVELOPMENT

1. Organizational Skills - Displays more advanced organizational skills, to organize projects and assignments.
2. Problem Solving Skills - Devises effective solutions to situations encountered based on the general goals and objectives of the Information Technology department.
3. Communication Skills - Able to effectively communicate opinions drawn from conclusions using inference and logic.
4. Critical Thinking Skills – Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

PROFESSIONAL/TECHNICAL KNOWLEDGE, SKILLS & ABILITIES

1. Bachelor’s degree or equivalent combination of education and experience.
2. Minimum of one year in an IT support role including technical support and troubleshooting.
3. Knowledge of ITIL and IT Service Management terms and processes.

TECHNICAL SKILLS

1. Word Processing Skills - Prepares more complex documents in Microsoft Word, including creating tables, charts, graphs, and other elements.
2. Spreadsheet Skills - Uses Microsoft Excel to analyze data, including the use of formulas, functions, lookup tables and other standard spreadsheet elements.
3. Operating System Skills: Experience in or knowledge of PC and Mac Support, as well as computer and network troubleshooting.
4. Workstation/Server Skills: Experience installing, upgrading, and configuring software for workstations and servers, providing technical guidance and support to junior employees, assisting customers with software and hardware purchases, developing system logic and configuration, conducting basic performance analyses, troubleshooting hardware and software for servers and workstations, and resolving routine network problems.

COMMUNICATIONS SKILLS

1. Have constant need (66% - 100% of time) to be able to hear other personnel in order to communicate effectively.

Physical Demands: Work is performed in a typical medical clinic environment.

PROFESSIONAL/TECHNICAL KNOWLEDGE, SKILLS & ABILITIES

1. Bachelor’s degree or equivalent combination of education and experience.
2. Minimum of one year in an IT support role including technical support and troubleshooting.
3. Knowledge of ITIL and IT Service Management terms and processes.