Information Technology Support Specialist I

PUEBLO COMMUNITY HEALTH CENTER INC•Pueblo, CO

1d•$22 - $26•Onsite

About The Position

Perform desktop and mobile device configuration and installation of the operating system, new releases and upgrades. Perform hardware setup. Monitor all incoming calls, e-mails, and IT system alerts. Respond to end user support issues and manage calls through an electronic ticketing system. Consult with lead support specialist and IT staff on problems and escalations as necessary. Promote systems stability, security and data protection. Perform additional functions incidental to support and support desk activities, to include staff and user training.

Requirements

Associate’s degree in Computer Information Systems or related field.
Certifications and/or three years’ experience in a technical support role may be substituted for Associate’s Degree.
Two years’ experience in the installation and maintenance of end user systems preferred.
One years’ experience in a help or support desk environment, both via telephone and in person preferred.
Valid driver’s license and auto insurance as required by law.
Knowledge of operational characteristics of a variety of computer platforms, networks, software applications and operating systems.
Knowledge of methods and techniques used in the installation, testing, troubleshooting and maintenance of iOS devices, macOS, PCs, servers, peripherals, and network-related hardware, software, and information security.
Knowledge of principles and practices of customer service and of providing user assistance.
Skill and ability to recommend, implement, install, maintain, and troubleshoot appropriate technology to meet client needs.
Skill and ability to communicate clearly and concisely, both orally and in writing.
Superior interpersonal and customer services skill: ability to establish and maintain effective working relationships with those contacted in the course of work.
Competency and proficiency in Windows client operating systems. This includes the ability to troubleshoot problems, find the source of the problem, and implement the fix.
Competency and proficiency in Microsoft Office applications including Word, Excel, Outlook, PowerPoint, SharePoint, and Teams.
Ability to develop knowledge of other applications in use at Pueblo Community Health Center for the purposes of installation, maintenance and troubleshooting.
Knowledge of TCP/IP networking connectivity from a client and application connectivity standpoint, and from the standpoint of connecting to the Internet.
Ability to learn new technologies and receive training to improve skills.
Able to provide after-hours support as needed.
Well-organized and able to work well with non-technical staff.

Nice To Haves

Preferred skills include competency in working with Virtual Private Network and Active Directory.
Working knowledge of network technology (including Windows Server), and the Internet.

Responsibilities

Assist in the operation and maintenance of PC equipment, printers and related equipment in support of an assigned area and respond to user complaints and inquiries.
Troubleshoot, diagnose and resolve PCs, and other computer-related equipment problems to ensure functional operation.
Perform back-up procedures for all user files; coordinate restoration and retrieval of files as needed; maintain all files in an accurate and efficient manner.
Download data from trusted resources to various computer systems/platforms.
Coordinate and install components, peripheral equipment and software into stand-alone or network connected computer devices at client work locations.
Study existing information processing systems to evaluate effectiveness and develop specifications for new systems or prototype systems to improve production or workflow as required.
Upgrade computer application system software and troubleshoot errors to maintain system after implementation.
May perform select system administration duties including user and group management in Active Directory, Azure Active Directory and Microsoft 365 Admin Center.
Coordinate with outside vendors and consultants on equipment purchases, network management, configuration, and any needed technical support.
Coordinate and conduct user training, education and problem-solving sessions; counsel users regarding system functionality.
Assist with installation and troubleshooting of network components and equipment, including cabling, drop points, network interface cards, switches and wireless access points.
Perform preventive maintenance to preclude major network outages or degradation to customer service.
Perform related duties and responsibilities as required.