SENIOR SUPPORT SPECIALIST

About Us Cooper Norcross Health, formerly Cooper University Health Care, is a leading academic health system affiliated with Cooper Norcross Medical School of Rowan University. Headquartered in Camden, New Jersey, Cooper Norcross Health has revenues of more than $3 billion and an A+ credit rating from both S&P and Fitch Ratings. Cooper Norcross Health has nearly 14,000 team members, including more than 2,200 nurses, more than 1,200 employed physicians representing 95 specialties and subspecialties, and more than 700 advanced practice providers. The health system operates MD Anderson Cancer Center at Cooper as well as four hospitals – its 663-bed flagship Cooper Norcross University Hospital in Camden, its 229-bed Cooper Norcross University Hospital Cape Regional in Cape May Court House, Children’s Hospital at Cooper Norcross Health in Camden, and The Recovery Village Cherry Hill at Cooper, a substance abuse rehabilitation and inpatient treatment facility, in partnership with American Recovery Services. Cooper Norcross University Hospital in Camden is the only Level 1 Trauma Center in South Jersey and the busiest in the region. The hospital has been recognized as a top-performing regional hospital by U.S. News & World Report’s Best Hospitals annual survey for eight years. More than 2.54 million patients visit Cooper Norcross Health facilities annually. Its ambulatory network encompasses three outpatient surgery centers, seven urgent care centers, a wound care center, and more than 130 physician, physical therapy, and radiology offices extending from the Delaware River to the New Jersey shore. Cooper Norcross Health, a not-for-profit health system, was named one of America’s Best Large Employers for 2026 by Forbes, ranking among the top 200 in the nation. Visit CooperHealth.org to learn more. Short Description Job Summary Provides support to Cooper University Hospital including off-site hospital based ambulatory practices. Installs, configures and responds to customer support calls for software, hardware, peripherals, data network devices, smartphones, and all equipment used for Cooper business. Troubleshoots and repairs network connectivity issues; updates hardware inventory including spare parts; replaces and removes old equipment; develops and maintains technical documentation; interfaces with other IT teams and service vendors to resolve problems. Provide second and third level technical support for all technicians; represents Team Lead in their absence; interfaces with other IS teams and service vendors to resolve problems. Works independently with minimal supervision while handling tickets and projects. Mentors team members. Principal Duties And Responsibilities Installs and supports all desktop related hardware and softwareReplaces and removes old hardwareAdheres to IT Business Practices and Project MethodologyAttends walkthroughs for new locations to supportInventories existing/new equipment for replacement Responsible for 24X7 on-call supportPerforms all Technician duties and displays mastery of skills and proceduresCoordinates IT projectsPromptly retrieves calls from Remedy and initiates resolution; Updates Remedy notes to include progress and communication documentation; prioritizes problems by severityEnsures that the customer is kept informed of the call and ticket status through problem resolutionTracks, prioritizes and documents IT requestsMaintains working knowledge of current equipmentActs as a role model and mentor for all techniciansDiagnoses software and hardware problems relating to the desktop and networking environmentIdentifies problems and repairs printers, desktops and peripheralsInterfaces with IS and vendors to resolve issues onsiteEducates end users on technologyKeeps up-to-date on industry trends and continuously enhances professional expertise and knowledgeLeaves calling card or note when servicing customer equipment in their absenceEscalates to desktop manager repeat customer problems, and patterns that are observed in order to analyze trends and address the core problemOther duties as assigned Experience Required Minimum of 5 year’s experience in computer hardware installation, maintenance and repair. Education Requirements High School or GED Required. License/Certification Requirements A+ certificate, MCP (Microsoft Certified Professional) or equivalent work experience preferred Special Requirements Strong analytical, technical and troubleshooting skills required. Customer focus and positive, can-do approach is critical. Must have good interpersonal, verbal and written communication skills