Information Systems Operations Specialist (IS2609 - NIC)

About the role

Responsible for end-user and systems support by logging and tracking issues related to the maintenance, repair, and upkeep of organizational Information Systems, including desktops, laptops, printers, software, phone systems, audio-visual equipment, network infrastructure, and related technologies.

Responsibilities

• Provides expert technical support, guidance, and training to end-users on computing equipment, applications, and enterprise solutions on-site, by phone, email, or remote support session.
• Ensures all end-user support requests submitted via help desk portal, email, phone, instant messaging, or verbal communications are properly documented, worked, resolved, and dispositioned in the Help Desk system.
• Manages user account information, group membership, and email mailboxes.
• Maintains a work log of daily operational tasks required for provisioning and maintaining operable hardware inventory.
• Installs, configures, and troubleshoots computing equipment, peripherals, applications, and medical devices.
• Works on infrastructure installations including structured cabling, networking equipment, wireless access points, audio/video conferencing equipment, security cameras, and UPS devices.
• Collaborates on joint team projects and with other departments to assist with developing and implementing solutions to meet business needs.
• Stays current with employed technologies and solutions, engages in personal development initiatives, contributes resolutions to IT knowledge base articles, and participates in after-hours support coverage.
• Provides excellent internal and external customer service, addressing and assisting patients, staff, vendors, contractors, guests, and business partners with professionalism and courtesy.
• Performs other related duties as assigned.

Requirements

• High School Diploma or equivalent required.
• Minimum 2 years’ experience in technical support and user account management preferred.
• Associate degree in Information Systems or equivalent preferred.
• Demonstrated knowledge of Windows operating systems, networking fundamentals, and Active Directory.
• Willing to complete A+, Network+, or Security+ certification within 6 months of hire date.
• Travel required; must have dependable transportation and a clear driving record.

Physical and Mental Activities

• Finger Dexterity: Using fingers to make small movements when repairing laptops or desktops.
• Talking: Frequently conveying detailed or important instructions or ideas accurately, clearly, or quickly.
• Hearing: Able to hear average or normal conversations and receive ordinary information; hear whispered voice at five (5) feet.
• Repetitive Motions: Frequently and regularly using the wrists, hands, and fingers.
• Visual: Visual acuity necessary for troubleshooting PC/LAN issues and preparing or inspecting documents or materials.
• Physical: Sitting 20-30% of the time and standing/walking 70-80% of the time. Climbing stairs/ladders, crouching, or crawling during technician duties. May lift, pull, or push heavy equipment weighing up to approximately 70 lbs. Able to bend at the waist, twist, and turn along the axial plane.