IT FIELD SUPPORT SPEC II

Premier Health•Dayton, OH

3h•Onsite

About The Position

The Information Technology (IT) Field Support Specialist I/CRM is an entry-level position with combined responsibility to provide rotating support to various departments including AMC, MVHN, MVH, MVHS, UVMC, On-call, Rotating Coverage, Data Center, Customer Support Desk, and Premier System Support staff on-site and via telephone. This role involves interacting with a wide variety of hospital and corporate personnel, troubleshooting personal computer (PC) problems and connectivity issues, and assisting with new employee training. The specialist is expected to have advanced problem-solving skills, superior customer service skills, and a working knowledge of the IT/business relationship. The position provides on-site support Monday – Friday from 6 am to 8 pm (or operational hours of the site) and rotating support during other hours and weekends. Additionally, the role is responsible for basic IT hardware and software troubleshooting, performing fingerprint enrollment, assigning RSA fobs, responding to Computer Operations Action Requests (COARs), processing Run Sheets, enforcing Computer Room Security policy, configuring and distributing pagers, and performing data center, field support, and support desk duties as assigned. The specialist will research and recommend innovative methods to better serve the customer, participate in project teams, and may have assignments outside the normal scope of duties or at any PH facility, for any shift, or day of the week. Proficiency in using and maintaining Customer Support Desk and remote control software, the ability to comprehend and deduce resolutions from any available resource, and strong communication skills to share technical solutions in a user-friendly manner are essential.

Requirements

Bachelor’s Degree in IT; or Associate’s Degree in IT with 2 years of IT experience; or a related Associate’s Degree with 4 years of IT experience is required.
Technical experience demonstrated by knowledge of PC hardware and peripherals.
Networking skills for basic troubleshooting of connectivity.
Ability to diagnose problems with Microsoft operating systems and associated software.
Ability to schedule time and work independently to get all tasks done.
Excellent interpersonal and communication skills.
Proven organizational skills and ability to perform multiple tasks simultaneously.
Ability to read, understand technical documentation.
Ability to work under pressure.
Analytical and problem-solving skills.
Excellent customer service skills.
Ability to contribute to projects involving an analysis of need, coordination of work effort, evaluation, and documentation.

Responsibilities

Provide rotating support to AMC, MVHN, MVH, MVHS, UVMC, On-call, Rotating Coverage, Data Center, Customer Support Desk, and Premier System Support staff on-site and via telephone.
Troubleshoot personal computer (PC) problems and connectivity issues.
Assist with new employee training.
Perform basic IT hardware and software troubleshooting.
Perform fingerprint enrollment and assign RSA fobs for secure access to Premier Health Partners (PHP) network.
Respond to Computer Operations Action Requests (COARs), process Run Sheets, enforce Computer Room Security policy, configure and distribute pagers.
Perform data center, field support, and support desk duties as assigned.
Research and recommend more innovative methods to better serve the customer.
Participate as a member of project teams, expanding into other roles and acquiring skills outside of current assignments.
Perform other duties as assigned.
Use and maintain Customer Support Desk and remote control software.
Comprehend and deduce resolutions from any available resource.
Share technical solutions with customers in a user friendly, easily understood manner.