Specialist IT Support I

About the Role

Support the corporate information system in the maintenance of computer network systems, equipment, and software. Provide technical assistance and relevant training on computer-related functions to system users. Exhibit behaviors aligned with the organization’s mission, vision, and values: Honesty, Excellence, Accountability, Respect, and Teamwork.

Responsibilities

• Assess user and system needs and recommend appropriate hardware and software for purchase and/or installation.
• Assist in the coordination and purchase of software and hardware for personal computers and the network.
• Install computer hardware and software according to system and/or user specifications.
• Monitor AFMC corporate network.
• Maintain computer hardware and software and ensure optimum performance.
• Clean, repair, and replace equipment as needed.
• Perform network back-ups and monthly system maintenance.
• Provide user support by diagnosing problems and taking appropriate corrective action.
• Document services performed in the work order system.
• Coordinate service with other internal and external service providers.
• Instruct users in the use of computer hardware and software.
• Communicate system updates and application changes to users.
• Prepare and submit reports as assigned or requested.
• Communicate needs and requests to other team members as appropriate.
• Adhere to format, content, and style guidelines, ensuring accuracy, consistency, and quality.
• Follow AFMC, state, and federal protocols regarding data confidentiality/security and HIPAA compliance.
• Provide Security Risk Assessments to external clients to review and improve current protection of patient records and HIPAA compliance requirements.
• Create and host virtual webinars for internal and external stakeholders as requested.
• Perform additional duties as assigned.

Requirements

Physical and Sensory Requirements (With or Without the Aid of Mechanical Devices)

• Mobility, reaching, bending, lifting, and grasping.
• Ability to read and write, and communicate with personnel.
• Ability to remain calm under stress and make independent decisions.
• Ability to travel, including overnight travel.
• Must be able to lift and transport up to 50 lbs.
• Must be capable of performing the essential functions of this job, with or without reasonable accommodations.

Education

Required: Associate degree in Computer Science, Computer Information Systems/Networks, or related field. Note: Three years’ work experience in a related field or one or more certifications and a Bachelor’s degree may be substituted for the Associate’s degree. If work experience is substituted, it is in addition to the stated work experience requirements.

Desirable: Bachelor’s degree in Computer Science, Computer Information Systems/Networks, or related field.

Experience

Required: Two years in a computer support role, including experience with:

• Windows Server and Desktop OS.
• Network cabling, hardware, and Cisco and home router experience.
• Proficiency in Windows OS and MS Office.

Desirable:

• Active Directory Administration.
• Apple iOS.
• Cisco WebEx Meeting Platform.
• Database experience with Access, Oracle, and SQL Server.
• Previous experience in a Helpdesk Support Role.
• Office 365 Administration.

Skills and Abilities

• Ability to maintain confidentiality.
• Strong oral and written communication skills.
• Creativity and customer service focus.
• Ability to meet deadlines and attention to detail.
• Flexibility and ability to work collaboratively and independently.
• Initiative and ability to relate professionally with staff, partners, and the public.
• Ability to multitask and prioritize.
• Strong organizational and problem-solving skills.
• Professionalism and time management skills.
• Ability to work overtime as needed.
• Regular and punctual attendance.

Internet Requirements

Reliable, high-speed wireless internet service (Wi-Fi).