Systems Support Specialist

Responsibilities

• Acts as the primary point of contact for end users, providing support for software and application-related issues.
• Collaborates with IS Support Teams to resolve service requests involving LAN connectivity, printer setup, internet access, file permissions, and the installation or upgrade of software and hardware.
• Provides guidance and training to end users on department-supported applications to enhance their proficiency and resolve issues.
• Configures and tests file paths to appropriate servers, folders, and network printing capabilities.
• Creates and manages users and user groups in the directory structure.
• Determines, configures, and assigns TCP/IP protocols and its security permissions.
• Utilizes imaging software to prepare workstation network readiness, and customer deployment.
• Employs the IS ticketing system to allocate tickets, monitor resolution progress, and escalate unresolved issues to management as per established response time protocols.
• Accurately tracks and updates fixed assets throughout the Institute through various stages of the hardware lifecycle.
• Maintains all documentation, statistics, reports, and any other required information in a concise and appropriate manner, abiding by all departmental technical and operational standards.
• Installs proprietary and vended software applications.
• Troubleshoot and resolve error messages, and software conflicts.
• Researches, tests, and deploys new products, enterprise software releases, and upgrades used to enhance, protect, and secure the IS infrastructure.
• Manages the integrity and security of workstations, various servers, server software, and user files.
• Maintains an adequate library of support materials and documentation to assist end users at the Institute.

Qualifications

• CompTIA A+ Certification required.
• ITIL certification, preferred.
• Education: High School diploma or equivalent required. Associate degrees or higher in Computer Science preferred.
• Experience: Minimum six (6) years of formal information technology, desktop support, customer support, customer service, or technology management experience required. Experience in a health care setting highly desirable. Technical EPIC support experience preferred.

Pay

Minimum pay range: USD $57,140.30/Yr.

Schedule

N/A