Compensation: $52,000.00 - $58,000.00

Summary

Provide escalated support and maintenance for client IT services including tablets, computers, mobile devices, printers, and other end-user hardware and software. Perform client device installation, repair, and upgrades to ensure optimal performance. Deliver timely and accurate support both in-person or remotely while adhering to all IT Service Management processes and procedures. Implements, strategize, and optimize the provisioning process.

Essential Duties and Responsibilities

include the following. Other duties may be assigned, as necessary.

• Assists in developing long-term strategies and support capacity planning to meet future IT needs
• Identifies and captures user requirements
• Conducts research on, evaluates, and recommends client devices, software, and related products for purchase
• Installs, upgrades, configures, maintains, and troubleshoots end-user hardware and software to ensure required desktop service levels
• Ensures accurate tracking of hardware through Asset Management procedures
• Performs minor equipment ordering
• Performs testing on new equipment and vets out the equipment’s functionality for our environment
• Performs on-site and remote analysis, diagnosis, and resolution of complex PC, tablet, and mobile device problems for end-users. Recommends and implements corrective solutions, as needed
• Provides escalated level 2 Service Desk support for end-user software issues
• Support Problem Management activities within technical area of expertise
• Supports accurate Incident and Request Management information capture, prioritization, and ensure completion within SLA timeframes
• Supports new-hire orientation and onboarding requirements
• Performs IT onboarding process to ensure end users are “IT Ready” to continue through the HR onboarding process
• Collaborates with HR for onboarding process tracking, ID badge creation, onboarding process updates
• Collaborates with system and network administrators to ensure efficient operation of the company’s client services environment
• If necessary, liaise with third-party support and equipment vendors
• Adheres to all IT Service Management policies and process areas (Incident, Problem, Request, Change, Knowledge, and Asset Management)
• Contributes to continual service improvement in all aspects of IT support function
• Consistently represents the company in a professional manner
• Maintains effective working relationship and cooperate with all personnel in the Company.
• Adheres to the Company’s compliance (HIPAA, NIST) requirements as stated in the policy and procedure manual and all other related policies
• Performs other duties and responsibilities as assigned

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree preferred or 5 years of equivalent experience
• 2 years prior computer systems maintenance experience
• 2 years help desk experience (or equivalent certification / knowledge
• Procedural approach to understanding process / workflow
• Ability to create, change, and optimize work flow systems
• Excellent troubleshooting skills
• Excellent customer service skills
• Excellent phone etiquette
• Must possess the ability to multi-task and frequently change direction
• Ability to work during normal business hours, after hours as directed by manager, and on-call rotation

Employee must also possess high-level understanding of at least one specialized IT discipline. These may include, but are not limited to:

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, climb stairs, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

The employee frequently lifts and/or moves up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.