IT Support Specialist II

Description

Summary

The primary role of the IT Support Specialist for NOW Health Group is to provide exceptional front line IT support and customer service for our User Community.  Work closely with IT Peers and provide “remote hands-on support” when needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Respond to all forms of User support requests included but not limited to – ITSC Phone Coverage, email to the ITSC, face to face requests and network / system outages.
• Open ITSC Tickets and monitor ITSC queue and provide status updates.
• Provide follow-up calls to ensure satisfactory issue resolution.
• Build and maintain working relationships with all IT Peers and User Community.
• Assist with the imaging, installation, configuration and testing of the desktop environment.
• First and second level response for all Desktop hardware/software problems: Identify source and trends of technical problems to prevent future occurrences.
• First and second level support to diagnose printer/printing issues.
• First and second level support for Webex meeting services.
• First and second level support for Jabber IM environment.
• First and second level support for Office 365 environment.
• First and second level support for the Fruitful Yield Store Locations and Corporate Headquarters.
• Provide support for all NOW Health Group locations.
• Recommend ways to improve product and service support levels.
• Assist in the maintenance and support of our server environment.
• Assist in the maintenance and support of our WAN/LAN networking environment.
• Assist in time critical application support issues such as the Order Fulfillment environment.
• Work independently on projects and/or provide support to other project teams as needed.
• Some weekend, off hours and on call support may be required.
• Other duties as assigned.

Requirements

SAFETY RESPONSIBILITY STATEMENT

Supports a culture of safety; follows all workplace health and safety procedures. Responsible for safety performance in respective area. Ensures the implementation of, adherence to, and enforcement of workplace health and safety requirements. Ensures activities are completed to promote and enforce safe behaviors by supervisors and employees. Ensures injury prevention efforts are effectively implemented. Fulfills responsibilities as outlined in the company safety management plan.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.

Previous Support/Help Desk experience required.

Computer Science or related IT discipline coursework required.

Approximately 5+ years of practical experience required.

Broad knowledge of/experience in end user computing, thin client, Citrix desktop, PC and MAC hardware and software applications required.

WAN/LAN networking experience a plus.

Server Systems Administration / Active Directory a plus. 

General knowledge of adds, changes and deletions to the Cisco VoIP Environments a plus.

Previous experience analyzing networking issues with Telecom Company a plus.

Ability to support the NOW Health Group smartphone environment a plus.

Service Now Administration a plus

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university; or at least five years of related experience and/or training; or equivalent combination of education, technology certifications and experience.  A broad technology background is critical.

LANGUAGE SKILLS

Good oral and written communication skills

Ability to effectively present information and respond to questions from users

Ability to read, analyze, apply and improve technical procedures

Ability to read and interpret documents such as procedure manuals, business periodicals, professional journals, operating and maintenance instructions, and safety rules

REASONING ABILITY

Sound decision making and trouble-shooting ability

Ability to proactively analyze problems and suggest solutions

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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