IS Technology Support Specialist

Virtua Health IT Support Specialist

At Virtua Health, we exist for one reason – to better serve you. That means being here for you in all the moments that matter, striving each day to connect you to the care you need. Whether that's wellness and prevention, experienced specialists, life-changing care, or something in-between – we are your partner in health devoted to building a healthier community. If you live or work in South Jersey, exceptional care is all around. Our medical and surgical experts are among the best in the country. We assembled more than 14,000 colleagues, including over 2,850 skilled and compassionate doctors, physician assistants, and nurse practitioners equipped with the latest technologies, treatments, and techniques to provide exceptional care close to home.

A Magnet-recognized health system ranked by U.S. News and World Report, we've received multiple awards for quality, safety, and outstanding work environment. In addition to five hospitals, seven emergency departments, seven urgent care centers, and more than 280 other locations, we're committed to the well-being of the community. That means bringing life-changing resources and health services directly into our communities through our Eat Well food access program, telehealth, home health, rehabilitation, mobile screenings, paramedic programs, and convenient online scheduling. We're also affiliated with Penn Medicine for cancer and neurosciences, and the Children's Hospital of Philadelphia for pediatrics.

Location: Lippincott - 301 Lippincott Drive

Remote Type: On-Site

Employment Type: Employee

Employment Classification: Regular

Time Type: Full time

Work Shift: 1st Shift (United States of America)

Total Weekly Hours: 40

Additional Locations: N/A

Job Information: N/A

Summary

Installs, configures and responds to Customer Support calls for software, hardware, peripherals, and other data network devices; troubleshoots and repairs network connectivity issues; updates hardware inventory including spare parts; replaces and removes old equipment; develops and maintains technical documentation; interfaces with other IT teams and service vendors to resolve problems. Responsible for projecting a professional, friendly, customer service focused image in all customer communication. Develops and maintains productive and professional relationships with other teams within IT.

Position Responsibilities

Requires travel to customer/remote sites to complete tasks; home base assignment may vary based on support and customer needs - available for 24/7 support as needed.

Promptly responds to tickets and work orders and initiates resolution; updates ticket's notes to include progress and resolution; follows up with customer to ensure satisfaction; leaves follow up notice when servicing customer equipment in their absence; adheres to IT business practices.

Participates in IT projects as needed.

Creates and maintains support and technical documentation in department knowledgebase.

Maintains rapport with customers by meeting with users to determine quality of service and makes necessary adjustments to accommodate needs; examines and resolves complaints; routinely rounds in customer areas to identify any trending issues or concerns.

Performs in-depth research to reveal improved methods and technology for Information Technology customer functions.

Independently maintains job knowledge of the latest and emerging technologies, including new hardware, mobile devices, and various operating systems and by participating in educational opportunities.

Position Qualifications Required / Experience Required

• Minimum of 3 years' experience in computer hardware installation, maintenance and repair. Strong analytical, technical and troubleshooting skills required. Customer focus and positive, can-do approach is critical.
• Must have good interpersonal, verbal and written communication skills.
• Able to write and maintaining clear documentation about system architecture, release, and implementation plans, and develop and maintain internal documentation.
• Strong attention to detail, problem investigation and diagnostic skills.

Required Education

Associates degree preferred.

Training/Certifications/Licensure

A+ certification, MCP or HDI certification preferred or equivalent work experience required.

Hourly Rate: $26.22 - $40.65 The actual salary/rate will vary based on applicant's experience as well as internal equity and alignment with market data. Virtua offers a comprehensive package of benefits for full-time and part-time colleagues, including, but not limited to: medical/prescription, dental and vision insurance; health and dependent care flexible spending accounts; 403(b) (401(k) subject to collective bargaining agreement); paid time off, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, colleague and dependent life insurance and supplemental life and AD&D insurance; tuition assistance, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.