Technical Support Specialist

Job Title

Responsibilities:

Resolves incidents and service requests in keeping with departmental quality standards and SLAs.

Logs calls and resolves first-level support calls. Triages/escalates issues, where applicable.

Provides remote and on-site support of environments and applications, including troubleshooting problematic situations.

Uses all available resources necessary to obtain full knowledge of a user’s environment while systemically resolving issues, including knowledge base searches.

Practices open and transparent communications by providing status updates to users on progress towards issue resolution, as well as peers.

Sets up new user environment, including phone, computer equipment, shared drives, email and printing.

Assists in new employee orientation regarding technical issues.

Deploys pre-authorized packaged applications.

Completes back-up using legacy systems (tape) and escalates issues, when encountered.

Monitors IS environment for systems status and events and generates appropriate actions.

Updates the knowledge base and shares tips/tricks with colleagues.

Proposes articles to the End User Computing team for development and posting on the Versiti intranet.

Provides blood drive support.

Provides conferencing support.

Provides file recovery.

Provides role and access management.

Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification.

Understands and performs in accordance with all applicable regulatory and compliance requirements.

Complies with all standard operating policies and procedures.

Qualifications:

Education:

Associate’s Degree in computer field preferred or equivalent experience required.

Experience:

1-3 years experience in customer service environment preferred.

Knowledge, Skills and Abilities:

Familiarity with individual or end-user computing environment.

Ability to coordinate user requests, through to resolution.

Ability to adhere to Versiti IS standards and work in a regulated environment.

Excellent oral and written communication skills.

Excellent interpersonal skills.

Demonstrated organizational skills.

Ability to work with minimal supervision.

Familiarity with standard business desktop applications.

Tools and Technology:

Desktop computers, laptops, and handheld personal devices (tablets, mobile devices and other wireless equipment) required.

Network printers and multi-function devices required.

Service Desk ticketing systems required.

All Microsoft office products including Office 365 and Sharepoint required.

All Adobe products required.

VMWare required.