ITSC SUPPORT SPECIALIST I - (SPARKS) SAT-WED

About the role

This position will be a Saturday-Wednesday schedule.

Responsibilities

• Responds to all forms of User support requests including ITSC Phone Coverage, email to the ITSC, face to face requests and network / system outages.
• Opens ITSC Tickets and provide status updates.
• Provides a high level customer service experience.
• Provides follow-up calls to ensure satisfactory issue resolution.
• Builds and maintains working relationships with all IT Peers.
• Assists with the imaging, installation, configuration and testing of the desktop environment.
• First level response for all Desktop hardware/software problems: Identify source and trends of technical problems to prevent future occurrences.
• First level support to diagnose printer/printing issues.
• Recommends ways to improve product and service support levels.
• Aids in the maintenance and support and creation of User Id’s and User security.

Safety Responsibility Statement

Safeguards a culture of safe production and exhibits safe work practices. Actively participates in the safety program by engaging in safety activities. Effectively provides and accepts constructive peer-to-peer feedback on safety performance. Adheres to policies, procedures, SOP’s, safe work practices, and safety policies and procedures. Reports ALL workplace incidents to supervisor immediately. Communicates concerns to supervisor, reports hazards, and provides input on prevention. Properly uses, wears, and stores Personal Protective Equipment when required. Participates on safety teams and/or completes safety-related activities as part of regular job responsibilities.

Qualifications

• Education and/or Experience: Associates degree (B. A.) from a college or university OR degree from an accredited Technical Institution OR at least one year of related experience and/or training; or equivalent combination of education, technology certifications and experience.
• Knowledge: Broad technology background is critical. Broad knowledge of/experience in end user computing, thin clients, Citrix Desktop, PC and Mac OS X Workstation based applications and hardware required. Strong proficiency in Microsoft Office suite (i.e. MS Word, Power Point, Excel, Outlook).
• Experience: Previous support/Help Desk experience preferred. Computer Science or related IT discipline coursework preferred. Customer service background a plus. WAN/LAN networking experience a plus. Server Systems Administration / Active Directory a plus. Ability to support the NOW Health Group smartphone environment a plus.
• Reasoning: Sound decision making and trouble-shooting ability. Ability to proactively analyze problems and suggest solutions.
• Physical Demands: The employee is regularly required to remain at stationary work location and occasionally move from place to place within work facility. Employee is regularly required to use the telephone and computer. The employee will occasionally move, raise, lift and/or place equipment (i.e. printers) weighing up to 20 lbs. Specific vision abilities required by this job include close vision. Employee is required to travel and work at different facilities based on business need.