Information Technology Support Specialist

HHC•Indianapolis, IN

About The Position

The Desktop Support Specialist ensures the secure and efficient operation of endpoint devices and associated equipment and infrastructure. The role receives, documents, images, and deploys devices, and participates in resolving end-user incidents and requests. The specialist follows documented Standard Operating Procedures and related policies, supports project deadlines and deliverables, tests solutions to organizational problems, and assists with root-cause analysis and remediation. The position supports Indianapolis EMS’s mission and values by maintaining endpoint systems, providing direct customer service, and coordinating issue escalation. It creates and maintains support documentation, monitors service tickets, assists users with equipment and information security practices, and works with other IS/IT departments on applications, software, and hardware. The employee may work independently under the general direction of their leader and participates in an after-hours on-call rotation to support 24/7 operations. Work may take place in general office settings, data centers, patient care areas, on site throughout the hospital and at off-campus locations supporting IEMS data equipment and services. Meetings or work may also be performed remotely.

Requirements

Associate degree in Computer Science or a related field, or three years of varied/related experience in a hospital or large-institution data processing environment in lieu of the education requirement.
Relevant certifications or training for areas of technical responsibility, such as A+/Net+, MCSE/MCSA, CNE, or PMI/PMP.
Valid Indiana driver’s license meeting IEMS driving policy requirements.
Interpersonal skills and customer-service understanding; ability to communicate and exchange information, work as part of a team in a dynamic and complex environment, and work with people with varying levels of technical or clinical knowledge.
Basic understanding of IEMS procedures and IT problem-escalation methods.
Robust technical knowledge of PCs and desktop hardware.
Intermediate knowledge of Microsoft desktop operating systems, including Windows 10 and future versions.
Intermediate knowledge of Apple desktop operating systems and future versions.
Intermediate knowledge of Android mobile operating systems and future versions.
Intermediate knowledge of Apple mobile operating systems and future versions.
Ability to support Microsoft Office 365 and other common Microsoft products.
Ability to participate effectively in projects of any size.
Knowledge of network infrastructure design principles and ability to participate in network troubleshooting and root-cause analysis.
Knowledge of one or more of the following: information security, Symantec Endpoint Protection, Altiris, or mobile device management solutions.
Knowledge of data restoration and remote-control tools.
Ability to operate varied computer equipment and identify, analyze, and solve problems.
Ability to communicate effectively with departmental and organizational personnel, listen effectively, inquire thoroughly, and maintain a professional demeanor under stress.
Ability to meet established accuracy, deadline, and production-level expectations.
Ability to review systems for optimization and accuracy.
Ability to work independently under the general direction of a leader.
Ability to exercise sound judgment, determine the extent of problems, select appropriate courses of action, and identify when a procedure is no longer effective.

Responsibilities

Contribute to IEMS’s mission and model its values.
Participate in maintenance, monitoring, and issue resolution for IEMS endpoint devices.
Investigate and resolve endpoint issues and recommend system or process changes when appropriate.
Use technological resources to streamline troubleshooting.
Serve as a technical resource for department peers and assist with issue resolution.
Create and maintain endpoint and related-component support documentation for IEMS IS/IT.
Act as the primary technical resource and contact for requested endpoint hardware, software, and related network infrastructure moves, additions, and changes.
Maintain relevant technical knowledge and skills, including customer service, Windows operating systems, hardware, endpoint builds, and related network infrastructure.
Participate in the after-hours on-call rotation to support endpoint architecture and application delivery.
Apply ITIL practices for endpoint support, including work routines, troubleshooting, incident prioritization, and knowledge documentation.
Communicate professionally and assist other IS/IT departments with planning and implementing applications, software, and hardware.
Provide direct customer service, including on-site support when necessary, and coordinate escalation of issues.
Monitor service orders in the ticketing system to promote timely, quality resolution.
Communicate problem status and resolution to users.
Document issue root causes and resolution processes accurately and completely.
Instruct users in appropriate equipment use and maintenance, including information security practices and guidelines.
Act as an ambassador of the IS/IT department.
Act as a liaison among IEMS staff, vendors, and end users.
Maintain patient and family confidentiality and handle protected health information in accordance with HIPAA and FERPA guidelines and regulations.
Exercise sound judgment to assess problems, choose appropriate actions, and revise ineffective procedures.
Follow documented Standard Operating Procedures and ensure proper use and care of computer equipment.
Perform other job-related duties as assigned.