Job summary
The Information Technology Support Specialist (Tier I or Tier II, based on experience) will provide end-user support to Nascentia Health employees as a member of the Helpdesk.Responsibilities include answering and responding to all calls and emails, troubleshooting and providing assistance for IT hardware and software, logging and documenting support requests, and providing technical training and orientation to users.The position requires a rotating on-call schedule, strong customer service skills, and the ability to de-escalate situations.
Job seniority: entry level
Responsibilities
• Answer and respond to all calls and emails coming into the Helpdesk• Act as a member of the technical support team for Nascentia's workforce• Perform troubleshooting, corrective action, problem escalation, and communication• Log all support requests in the incident tracking system and document all actions• Follow up with users after incident resolution• Perform installs, upgrades, moves, and changes for computer workstations, mobile devices, software, printers, and other peripheral devices• Assist with administration and management of company-owned devices• Provide technical training and orientation to users• Provide problem resolution in a timely manner• Work a rotating on-call schedule• Provide daily updates to management• De-escalate situations involving dissatisfied employees• Perform other related duties as assigned• Serve as a technical expert for all Helpdesk requests• Serve as the first point of escalation for the Helpdesk team• Properly escalate trouble tickets between Tiers I, II, III, and management• Research difficult problems and provide resolution and documentation• Produce and review weekly helpdesk summary reports• Develop and maintain knowledge of critical systems• Support inventory system and surrounding processes• Perform root cause analysis and resolution for recurring problems• Interact with Tier I support calls• Update Knowledge Base with well-written articles
Requirements
• Bachelor's Degree or 3+ years IT Support experience preferred• In-depth knowledge of Windows and Android Operating Systems• Basic knowledge of Windows Servers, MS Office, Virtual Servers, Network Structure & Security, Active Directory, Antivirus• Problem Solving/Analysis & Attention to Detail• Strong Technical, Communication, and Organization skills• Ability to adapt to change and perform tasks as assigned• Ability to work in a fast-paced environment• Excellent customer service skills• Physical Requirements: Speech, visual, and hearing ability sufficient to express and comprehend written and verbal communication• Ability to sit or stand 80 percent of the day• Ability to lift 40 pounds
Benefits
• Retention Bonuses• Internal Mentoring Program• 401K with generous Employer match• On-Site Gym (free for all employees)• Potential Hybrid Position (Partial Work From Home)• Medical, Dental, Vision plans• Tuition Reimbursement• Partially funded HSA• Employee Recognition Platform• Paid Time Off, Holidays, Sick and Extended Sick Leave• Short/Long term Disability• Employee Assistance Program (EAP)• Much More!
