Tier 2 IT Support Specialist - Full-time Days - Rotating Call

Job Description

The Tier II Information Technology Support Specialist works under the direction of the Director of Information Technology and assists in the overall functioning of the Information Technology Department. This role will support the organization for Tier I and Tier II functions.

Typical Hours

Monday through Friday daytime hours, rotating call

Qualifications

• Experience with Microsoft Office 365 applications and Microsoft 365 Admin Center
• Experience with a Microsoft hybrid Domain environment including Active Directory, User accounts and groups, DHCP, DNS, Group Policy, Windows desktop and server operating systems
• Phone system (RingCentral) and audio visual experience preferred 
• Strong experience supporting Microsoft Windows desktop operating systems and the Office Suite
• Superior communication with strong service mindset
• Comfortable taking initiative, self starting, strong attentiveness to detail
• Comfortable communicating with all levels of the organization
• Experience in healthcare and with Epic or other EMR strongly preferred
• Strong sense of responsibility

Responsibilities include:

• Resolving hardware and software issues submitted through the IT ticketing system and Help Desk phone calls.
• Managing systems/services including:
  • DHCP
  • DNS
  • Group Policy
  • Active Directory user accounts and groups
  • RingCentral phone system
  • Imprivata
  • RMM system
  • Audio visual systems.
• Working in Microsoft 365 Admin Center.
• Installing, testing, monitoring, upgrading, troubleshooting and repairing computers and peripherals.
• Support EMR (Epic) issues
• Documenting, tracking and monitoring issues to facilitate timely resolutions.
• Works with other IT department team members in deploying, maintaining, improving and supporting IT systems and services.   
• Maintains and creates documentation on systems. 
• Facilitates the IT portion of New Hire Orientation.

 Knowledge, Skills and Abilities

• Ability to demonstrate effective troubleshooting skills.
• Ability to demonstrate and maintain required competencies.
• Accuracy and attention to detail in performing all job duties.
• Ability to delegate and escalate to appropriate team members.
• Ability to create and maintain proper systems documentation.
• Ability to communicate clearly both orally and in writing.
• Ability to support networked printers.
• Proven ability to handle confidential information per OMC policy.
• Demonstrated ability to work independently.
• Willingness and ability to perform additional duties on an as needed basis.