Technical Support Specialist

The Technical Support Specialist provides first level technical assistance and support for incoming helpdesk ticketsfor both onsite and remote users. The Technical Support Specialist is able to multitask across multiple systems andapplications, analyze and resolve a variety of complex technical issues and comfortably navigate a technicalenvironment. The Technical Support Specialist delivers technical support that focuses on providing an exceptionalcustomer service experience with every interaction. The Technical Support Specialist is passionate about technologyand thrives working in a collaborative fashion through open communication, the giving and gaining of trust, andparticipating as an active member of the team in an environment of mutual respect.

Responds to incoming tickets using the helpdesk dashboard, email, phone and/or face-to-facecommunication Documents actions and resolutions within the helpdesk ticketing system Resolves end user issues as they pertain to both hardware and software Asks questions to determine the nature of problems to assist with troubleshooting and resolving issues Follows-up with end users to ensure issues have been completely resolved Understands Standard Operating Procedures (SOPs), business correspondence, and procedure manuals Effectively presents information and responds to inquiries from groups of managers and general endusers Interprets a variety of instructions furnished in written, oral, diagram, or schedule form Works in both a team and/or individual environment Provides proper recording, documentation and closure for all tickets that enter the helpdesk system Preserves and grows the knowledge of the helpdesk procedures and services Consistently exhibits behavior and communication skills that demonstrate a commitment to kindness,competence and passion for superior customer service and quality patient care with every internal andexternal customer Other duties as assigned

Qualifications and Requirements: Bachelor's Degree in Computer Science, Information Technology, Information Systems or related fieldpreferred 2 to 3 years of applicable experience directly related to IT Support, Help Desk or in a Desktop Supportsetting requiredCreated: 04.26.18Reviewed: 12.17.18Knowledge, Skills and Abilities: Knowledge of PC building, maintenance, and operations Knowledge of practical networking for workstations and server connectivity Knowledge of common corporate application suites Knowledge of Windows desktop operating systems Knowledge of Windows Active Directory Domains Knowledge of JIRA or other project tracking/ticketing system software preferred Intermediate/Advanced computer skills including Microsoft Office Suite and/or Microsoft 365 Strong verbal/written communication and listening skills including excellent interpersonal skills andtelephone communication Excellent organizational and time management skills Excellent customer service skills Ability to identify and resolve problems Ability to effectively organize and prioritize tasks in order to complete assignments within the timeallotted and maintain standard workflow Ability to maintain confidentiality of sensitive and protected patient information Ability to work positively as a team player and establish and maintain effective relationships with teammembers at all levels of the organization