Technical Support Specialist II

Technical Support Specialist IIThe Technical Support Specialist II position is a multi-tiered support role - providing both front-line help desk support and more advanced technical issue resolution. This position will receive incoming technical support requests from hospital staff, create service tickets, perform troubleshooting steps, and resolve issues in a timely fashion. Additional duties include installation and maintenance of hardware and software, desktop configuration, process documentation, asset tracking, and basic network account/access maintenance. This position supports Mary Free Bed staff working at all locations (main campus, off-site facilities, and remote/home workspaces).Essential Job ResponsibilitiesReceive all incoming technical support requests from hospital staff via phone, email, or other electronic submissionDocument all incoming support requests in service ticket softwareTroubleshoot and resolve technical issues - either remotely or in person - within defined service level agreementsDeploy hardware solutions to meet user requests and strategic project requirementsPerform minor hardware repairs to maintain operational effectiveness of computer equipmentModify user-level network and software access in response to business needsPerform research to resolve complex technical problemsDevelop workarounds, alternatives, and interim solutions for known issues to minimize user disruptionProvide consistent service through multiple delivery methods (phone, email, electronic support ticket, face-to-face)Escalate advanced technical issues to administrators or other resources for resolutionWork directly with vendor-provided support staff to troubleshoot technical problems and facilitate timely solutionsClearly communicate information to technical and non-technical audiencesFacilitate effective asset management by documenting moves, adds, and changes of IT assetsRecommend processes and solutions to IT leadership to improve effectiveness of IT service deliveryLead the development and maintenance of knowledge base documentation/training materials; review and modify existing documentation to ensure accuracy and relevanceMaintain a high level of knowledge of operating systems, business applications, and device network connectivity within an enterprise settingParticipate in a rotating on-call schedule to provide phone-based and electronic/remote technical support outside of standard business hours (on-site support after hours required only if necessitated by a critical service disruption)Perform other duties as assigned by Information Technology leadershipCustomer Service ResponsibilitiesDemonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.Responsibilities in Quality ImprovementContribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.Essential Job QualificationsAn Associate's Degree or equivalent certification(s) or training/work experience in the computer fieldExperience providing direct technical support to users in a business/enterprise settingExperience troubleshooting and correcting complex hardware and software problemsExperience troubleshooting and diagnosing network connectivity failuresExperience supporting standard IT business environments/tools including, but not limited to:Microsoft Windows desktop operating systemMicrosoft Office productivity software (local and cloud-based applications)Microsoft Active Directory/Group PolicyMicrosoft Outlook/Exchange or other enterprise email solutionsMulti-line business phone systemsIT service ticket management softwareExcellent customer service skillsExcellent written and verbal communication skills to both technical and non-technical audiencesExcellent organizational skills with the ability to multi-taskAbility to follow through and complete approved projects and resolve problems to the satisfaction of the customer and within stated service level agreements/guidelinesAbility to interact effectively with all staff (technical and non-technical)Reliable transportation and the ability to travel to remote sites when requiredPhysical Requirements for Essential Job QualificationsLevels :None (No specific requirements)Occasionally (Less than 1/3)Frequently (1/3 to 2/3)Majority (More than 2/3)Remain in a stationary position: MajorityTraverse or move around work location: OccasionallyUse keyboard: MajorityOperate or use department specific equipment: NoneAscend/Descend equipment or ladder: NonePosition self to accomplish the Essential Functions of the role: NoneReceive and communicate information and ideas for understanding: MajorityTransport, position, and/or exert force:Up to 10 pounds: FrequentlyUp to 25 pounds: OccasionallyUp to 50 pounds: OccasionallyUp to 75 pounds: NoneMore than 100 pounds: NoneOther weight: Up to___ pounds _ ____Other: _____Consistent with the Americans with Disabilities Act (ADA), it is the policy of Mary Free Bed Rehabilitation Hospital to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Talent Acquisition team at View email address on click.appcast.io Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.