IT Support Specialist

IT Support Specialist

The IT Support Specialists is responsible for maintaining and administering computer networks and related computing environments, including computer hardware, systems software, application software, and all configurations.

Duties and Responsibilities

• Support Windows 11 fat clients and WYSE Thin OS thin clients
• Proficiency with Active Directory 2016 and Entra ID with the ability to adapt AD to meet business needs
• Familiarity with Medical application support (password resets, account permissions, and troubleshoot printing issues)
• Overall understanding of TCP/IP networks and phone systems
• Laptop and desktop computer imaging, setup, and configuration
• Ability to communicate complex technical issues to both technical and non-technical audiences
• Creation and upkeep of computer images to ensure standardized configurations across systems
• Generate technical support documentation, contributing to both the tech and user knowledge bases
• Document incidents and requests according to ITIL standards
• Extensive use of a ticket system (Remedy, Heat, Web Help Desk, etc.)
• Provide Level 1 local and remote support for issues related to computer systems, software and hardware; investigates error messages and determines resolution; reinstalls program or replaces files that are causing errors
• Maintain phone system including resetting passwords, updating workstation extensions, monitor queue logins, maintain supervisor rights and monitor IP phone quality
• Documents, tracks and monitors user issues to ensure proper resolution and tracking
• Responsible for setting up, maintain and supporting all branch locations including new sites and new users; responsible for all hardware and software installations and configuration
• Be the point of contact for vendor support and troubleshooting
• Maintain a HIPAA compliant work environment
• Responsible for working with the following technologies: AD setup and maintenance, VoIP phone and fax support, email set up and maintenance, DNS/DHCP, antivirus support, server backups and user access rights
• Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service
• Performs other duties that may be necessary or in the best interest of the organization

Qualifications Experience Requirements

2-4 years information technology, computer science or related field experience

Minimum 2 years supporting PC's and servers in an enterprise environment

A+, Net+ or Serv+ certifications strongly preferred

Experience with MS Windows 11, Server 2016+, MS Office Suite, IP networks and subnets, active directory accounts and GPO, Network and USB printers/scanners, Login batch files

Ability to work under time restraints and pressure while maintaining accuracy and quality of work

Knowledge, Skills and Abilities Requirements

Proficient in Microsoft Operating Systems and Applications (Windows, Windows Server, Office)

Exceptional analytical and logical troubleshooting skills for Computer and Network issues

Windows Server Administration (Active Directory, DNS, File, User provisioning, Printing)

Hardware and Software provisioning (Imaging, Machine setup/build, software installation, troubleshooting)

MS Exchange / Outlook support

Network Infrastructure Administration (Firewall, IP Addressing, Monitoring, Security, Switches, Wireless)

Storage and Disaster Recovery Knowledge

Customer-focused with excellent written, listening and verbal communication skills

Ability to follow or provide verbal & written instructions with sufficient grammar and spelling

Specialty knowledge of systems relating to job function

Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines

Supervisory Responsibilities

This position has no supervisory responsibilities.