TECHNICAL SUPPORT SPECIALIST II- Nashua Campus - Nashua - job 677508

Elliot Health System

Date: 04/09/2021

City: Nashua, New Hampshire

Employment type: Full-time

POSITION SUMMARY The Technical Support Specialist II provides Tier II desktop support for SolutionHealth. The position is responsible for the deployment, on-going maintenance and management of all desktops, laptops, printers and mobile devices owned by the organization for staff use. In addition the specialist will be required to provide application support for core desktop applications used within the organization. PRIMARY DUTIES AND RESPONSIBILITIES Employees are expected to work consistently to demonstrate the mission, vision, beliefs, core values and standards of behavior of the organization.# Provide exceptional IT support for the SolutionHealth end user compute environment. Utilize a variety of tools and applications to diagnose and resolve various complex technical and application issues, in-person and remotely. Responds to support requests via telephone, email and in-person via the ticketing system. Analyzes and resolves mildly complex technical problems that arise with application and hardware used by the SolutionHealth user community. Triages and escalates more complex technical issues to Tier III or Tier IV support teams. Utilizes, maintains, and contributes to various documentation sources including standard operating procedures, system documentation, and the end user compute knowledge base. Installs new desktops, laptops, printers and peripheral devices daily for the SolutionHealth end user community. Comprehends technical information from a variety of sources; verbal communication, written technical documents and videos etc. Assist with organizational projects that impact the end user compute environment. Understands the various operating systems and hardware architectures with the SolutionHealth compute environment. Complies with all Service Level Agreements that are established by SH management and clinical and fiscal teams. Maintains accurate inventory of IT assets and equipment for the organization. Hours vary based on Health System needs and can include nights and/or weekends. Requires occasional local travel and is part of a rotating 7X24 on-call schedule and may require off hours work. Other duties and responsibilities as assigned. POSITION QUALIFICATIONS Education: Minimally Required: An Associate#s Degree or equivalent in Information Systems or related field. Preferred: A Bachelor#s Degree or equivalent in Information Systems or related field. Licensure/certification: Minimally Required: COMP TIA A+ certification or equivalent. Preferred: Industry certifications (Network+, MCP, MCSA, MCSE, etc.) preferred. Experience: Minimally Required: A minimum of 3-5 years# experience supporting PCs in a networked environment. Preferred: 5+ years# experience preferably in a healthcare setting. Knowledge: Minimally Required: Solid networked desktop/laptop troubleshooting and maintenance in a corporate environment. Preferred: HIPPA, Hi-Tech Act Understands the OSI model and its use. Knowledge of ITIL and ITSM methodologies. Skills: Minimally Required: Excellent interpersonal and communications skills. Demonstrated skills in technology Strong oral and written communication skills. Proficiency in working in a fast paced environment with a focus on timeliness and accuracy Preferred: Abilities: Minimally Required: Ability to resolve complex problems in a timely manner. Works independently as well as part of a team, communicating effectively to both end users and other staff. Creatively seeks resolutions to undocumented issues with applications and hardware. Ability to work with various technologies. Preferred:



  • POSITION SUMMARY


  • The Technical Support Specialist II provides Tier II desktop support for SolutionHealth. The position is responsible for the deployment, on-going maintenance and management of all desktops, laptops, printers and mobile devices owned by the organization for staff use. In addition the specialist will be required to provide application support for core desktop applications used within the organization.



  • PRIMARY DUTIES AND RESPONSIBILITIES


Employees are expected to work consistently to demonstrate the mission, vision, beliefs, core values and standards of behavior of the organization.



  • Provide exceptional IT support for the SolutionHealth end user compute environment.

  • Utilize a variety of tools and applications to diagnose and resolve various complex technical and application issues, in-person and remotely.

  • Responds to support requests via telephone, email and in-person via the ticketing system.

  • Analyzes and resolves mildly complex technical problems that arise with application and hardware used by the SolutionHealth user community.

  • Triages and escalates more complex technical issues to Tier III or Tier IV support teams.

  • Utilizes, maintains, and contributes to various documentation sources including standard operating procedures, system documentation, and the end user compute knowledge base.

  • Installs new desktops, laptops, printers and peripheral devices daily for the SolutionHealth end user community.

  • Comprehends technical information from a variety of sources; verbal communication, written technical documents and videos etc.

  • Assist with organizational projects that impact the end user compute environment.

  • Understands the various operating systems and hardware architectures with the SolutionHealth compute environment.

  • Complies with all Service Level Agreements that are established by SH management and clinical and fiscal teams.

  • Maintains accurate inventory of IT assets and equipment for the organization.

  • Hours vary based on Health System needs and can include nights and/or weekends.

  • Requires occasional local travel and is part of a rotating 7X24 on-call schedule and may require off hours work.


  • Other duties and responsibilities as assigned.



  • POSITION QUALIFICATIONS

  • Education:

  • Minimally Required:


  • An Associate's Degree or equivalent in Information Systems or related field.



  • Preferred:


  • A Bachelor's Degree or equivalent in Information Systems or related field.



  • Licensure/certification:

  • Minimally Required:


  • COMP TIA A+ certification or equivalent.



  • Preferred:


  • Industry certifications (Network+, MCP, MCSA, MCSE, etc.) preferred.



  • Experience:

  • Minimally Required:


  • A minimum of 3-5 years' experience supporting PCs in a networked environment.



  • Preferred:


  • 5+ years' experience preferably in a healthcare setting.



  • Knowledge:

  • Minimally Required:


  • Solid networked desktop/laptop troubleshooting and maintenance in a corporate environment.



  • Preferred:


  • HIPPA, Hi-Tech Act Understands the OSI model and its use. Knowledge of ITIL and ITSM methodologies.



  • Skills:

  • Minimally Required:


  • Excellent interpersonal and communications skills. Demonstrated skills in technology




  • Strong oral and written communication skills. Proficiency in working in a fast paced environment with a focus on timeliness and accuracy




  • Preferred:



  • Abilities:

  • Minimally Required:


  • Ability to resolve complex problems in a timely manner.




  • Works independently as well as part of a team, communicating effectively to both end users and other staff.




  • Creatively seeks resolutions to undocumented issues with applications and hardware.




  • Ability to work with various technologies.



  • Preferred:





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