IS Technology Support Specialist (full Time, 1st Shift)

Virtua Health It Support Technician

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.