Technical Support Specialist - Part-time, First Shift (20 hrs weekly)

Responsibilities

• Solves incidents and service requests in keeping with departmental quality standards and SLAs.
• Logs calls and resolves first-level support calls.
• Tripses/escalates issues, where applicable.
• Provides remote and on-site support of environments and applications, including trouble shooting problematic situations.
• Uses all available resources necessary to obtain full knowledge of a user’s environment while systemically resolving issues, including knowledge base searches.
• Prompts open and transparent communications by providing status updates to users on progress towards issue resolution, as well as peers.
• Sets up new user environment, including phone, computer equipment, shared drives, email and printing.
• Aids in new employee orientation regarding technical issues.
• Deploys pre-authorized packaged applications.
• Completes back-up using legacy systems (tape) and escalates issues, when encountered.
• Maintains IS environment for systems status and events and generates appropriate actions.
• Updates the knowledge base and shares tips/tricks with colleagues.
• Proposes articles to the End User Computing team for development and posting on the Versiti intranet.
• Provides blood drive support.
• Provides conferencing support.
• Provides file recovery.
• Performs role and access management.
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification.

Qualifications

• Education: Associate's Degree in computer field preferred or equivalent experience.
• Experience: 1-3 years experience in customer service environment preferred.
• Knowledge, Skills And Abilities: Familiarity with individual or end-user computing environment; Ability to coordinate user requests, through to resolution; Ability to adhere to Versiti IS standards and work in a regulated environment; Excellent oral and written communication skills; Excellent interpersonal skills; Demonstrated organizational skills; Ability to work with minimal supervision; Familiarity with standard business desktop applications; Tools and Technology: Desktop computers, laptops, and handheld personal devices (tablets, mobile devices and other wireless equipment); Network printers and multi-function devices; Service Desk ticketing systems; All Microsoft office products including Office 365 and Sharepoint; All Adobe products; VMWare.