Technical Support Specialist II

Technical Support Specialist II

The 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 Responsibilities

• Receive all incoming technical support requests from hospital staff via phone, email, or other electronic submission
• Document all incoming support requests in service ticket software
• Troubleshoot and resolve technical issues - either remotely or in person - within defined service level agreements
• Deploy hardware solutions to meet user requests and strategic project requirements
• Perform minor hardware repairs to maintain operational effectiveness of computer equipment
• Modify user-level network and software access in response to business needs
• Perform research to resolve complex technical problems
• Develop workarounds, alternatives, and interim solutions for known issues to minimize user disruption
• Provide consistent service through multiple delivery methods (phone, email, electronic support ticket, face-to-face)
• Escalate advanced technical issues to administrators or other resources for resolution
• Work directly with vendor-provided support staff to troubleshoot technical problems and facilitate timely solutions
• Clearly communicate information to technical and non-technical audiences
• Facilitate effective asset management by documenting moves, adds, and changes of IT assets
• Recommend processes and solutions to IT leadership to improve effectiveness of IT service delivery
• Lead the development and maintenance of knowledge base documentation/training materials; review and modify existing documentation to ensure accuracy and relevance
• Maintain a high level of knowledge of operating systems, business applications, and device network connectivity within an enterprise setting
• Participate 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 leadership

Customer Service Responsibilities

Demonstrate 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 Improvement

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Essential Job Qualifications

• An Associate's Degree or equivalent certification(s) or training/work experience in the computer field
• Experience providing direct technical support to users in a business/enterprise setting
• Experience troubleshooting and correcting complex hardware and software problems
• Experience troubleshooting and diagnosing network connectivity failures
• Experience supporting standard IT business environments/tools including, but not limited to:
• Microsoft Windows desktop operating system
• Microsoft Office productivity software (local and cloud-based applications)
• Microsoft Active Directory/Group Policy
• Microsoft Outlook/Exchange or other enterprise email solutions
• Multi-line business phone systems
• IT service ticket management software
• Excellent customer service skills
• Excellent written and verbal communication skills to both technical and non-technical audiences
• Excellent organizational skills with the ability to multi-task
• Ability to follow through and complete approved projects and resolve problems to the satisfaction of the customer and within stated service level agreements/guidelines
• Ability to interact effectively with all staff (technical and non-technical)
• Reliable transportation and the ability to travel to remote sites when required

Physical Requirements for Essential Job Qualifications

Levels :

• 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: Majority

Traverse or move around work location: Occasionally

Use keyboard: Majority

Operate or use department specific equipment: None

Ascend/Descend equipment or ladder: None

Position self to accomplish the Essential Functions of the role: None

Receive and communicate information and ideas for understanding: Majority

Transport, position, and/or exert force:

Up to 10 pounds: Frequently

Up to 25 pounds: Occasionally

Up to 50 pounds: Occasionally

Up to 75 pounds: None

More than 100 pounds: None

Other 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.

Mary 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.