IT Support Specialist II

Job Title

IT Desktop Support Specialist

Department

Information Technology

Reports to

IT Support Services Manager

Status

Full Time/Non-Exempt

IT Support Specialist II Position Summary 

As an IT Support Specialist II, you will offer superior customer service and first & second level technical support to our internal and external users. This position is focused on technology such as desktop and peripheral hardware, as well as client-side support of business and healthcare applications. Support Specialist II receive incident requests via phone queue and electronic ticketing system. Travel within the Phoenix area for onsite work is required. Get issues escalated from Tier 1 support.

IT Support Specialist II Responsibilities

• Answer incoming technical trouble calls via phone, face-to-face, and email from staff and physicians. Build rapport and elicit problem details from help desk customers.
• Make an initial assessment of requests, attempt to resolve, or refer to someone who can.
• Keep customers informed on request status and progress. Perform post-resolution follow-ups to help requests. 
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Participate in the delivery of a full range of customer support services to the organization: installing, configuring, upgrading, and troubleshooting any hardware and software components.
• Present formal and informal information technology training and assistance to customers.
• Use and develop best practice guidelines and knowledge base articles for end users.
• Assist with enforcing security and privacy requirements on user software and network environments.
• 1st and 2nd level support for technologies including computer hardware (desktops, laptops, tablets, printers) and software, computer assisted information retrieval, data communication networks, local area networks and technology interfaces.
• Troubleshoots and corrects complex software problems to include resolving conflicts between applications, hardware and/or device conflicts, and operating system faults.

IT Support Specialist II Skills and Abilities

• Superior customer service skills
• Effective written and verbal communication skills across a diverse user base
• Able to work around medical office hours (includes nights and/or weekends as needed)
• Adaptable to changing priorities, tasks, and work schedules
• Excellent analytical and problem-solving skills
• Able to work under pressure and with time constraints
• Ability to handle multiple tasks simultaneously
• Current and valid driver’s license with reliable transportation

Among the many benefits of a career with Southwest Medical Imaging, are the following:

• Medical, Dental & Vision Coverage
• Health Savings Accounts (HSA-available if enrolled in a high-deductible plan)
• Flexible Spending Accounts (FSA)
• Dependent Care Reimbursement Accounts (DCRA)
• Employee Assistance Program (EAP available if enrolled in Health plan)
• 401(k) retirement plan
• Paid Time Off (PTO)
• Company Paid Basic Life & AD&D Insurance
• Voluntary Life Insurance
• Voluntary Short Disability 
• Company Paid Long-Term Disability
• Pet Discount Program
• 6 paid Company Holidays 
• Floating Holiday, Jury Duty & Bereavement Leave
• Tuition Reimbursement
• Competitive Salary
• Leadership Mentoring Opportunities

Education and Experience

• Minimum of 2 years in a business IT support tier 1
• Desktop hardware repair experience including personal computers and printers.
• Experience with modern Windows Operating systems and Apple OS

Additional Desired Experience  

• Experience using an IT ticketing solution (Remedy, ServiceNow, Service Desk, etc.)
• Previous experience in Healthcare Information Systems (PACS, RIS)
• Experience managing users, groups, and computers in Active Directory.
• Knowledge in supporting mobile technologies including cell phones and laptop encryption.
• Certifications relating to helpdesk or desktop support, such as: A+, Net+, MCP or MCDST
• Experience in maintaining asset inventory (organization, replenish, procurement, and research).
• Experience with adhering to ITIL standards (incident and change management).
• Experience working in a 24x7 zero downtime IT environment. 

Physical Requirements

While performing the job duties, the employee is required to regularly sit, use hands, reach, talk, and hear. Frequently required to stand and walk. Occasionally require to lift/move up to 50 pounds. Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus. This position is primarily in-office but occasional work from home days.