IT Helpdesk/ Support Specialist I - Sparks, Nv

NOW Health Group•Sparks, NV

About The Position

Job Summary: Primary role of the ITSC Support Specialist is to provide exceptional front line IT support and customer service for our User Community. This role will also provide maintenance of computer desktop environment by analyzing requirements, resolving problems, installing software and hardware solutions and supporting the IT Service Center. This includes but is not limited to taking and responding to tickets, emails, calls and walkups from users requesting IT service and support. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Responds 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. Opens ITSC Tickets and provide status updates. Provides a high level customer service experience. Provides follow-up calls to ensure satisfactory issue resolution. Builds and maintains working relationships with all IT Peers. Assists with the imaging, installation, configuration and testing of the desktop environment. First level response for all Desktop hardware/software problems: Identify source and trends of technical problems to prevent future occurrences. First level support to diagnose printer/printing issues. Recommends ways to improve product and service support levels. Assists in the maintenance and support and creation of User Id’s and User security. SAFETY RESPONSIBILITY STATEMENT Supports a culture of safe production and exhibits safe work practices. Actively participates in the safety program by engaging in safety activities. Effectively provides and accepts constructive peer-to-peer feedback on safety performance. Adheres to policies, procedures, SOP’s, safe work practices, and safety policies and procedures. Reports ALL workplace incidents to supervisor immediately. Communicates concerns to supervisor, reports hazards, and provides input on prevention. Properly uses, wears, and stores Personal Protective Equipment when required. Participates on safety teams and/or completes safety-related activities as part of regular job responsibilities.

Requirements

Associates degree (B. A.) from a college or university OR degree from an accredited Technical Institution OR at least one year of related experience and/or training; or equivalent combination of education, technology certifications and experience.
A broad technology background is critical
Broad knowledge of/experience in end user computing, thin clients, Citrix Desktop, PC and Mac OS X Workstation based applications and hardware required
Strong proficiency in Microsoft Office suite (i.e. MS Word, Power Point, Excel, Outlook)
Good oral and written communication skills and ability to communicate clearly and concisely
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
Sound decision making and trouble-shooting ability
Ability to proactively analyze problems and suggest solutions
Strong organizational skills with demonstrated ability to manage multiple tasks simultaneously and manage time effective
Prioritizes and shifts direction as needed
Good attention to detail skills
High sense of urgency to complete tasks and follow up in a timely manner to issues not immediately resolved
Strong interpersonal and teamwork skills
Exhibits a positive image and excellent customer service skills to internal and external customers at all times, including patience to work with all employees of the company, strong listening skills, and ability to be a calming influence
Some weekend, off hours and on call support may be required
The employee is regularly required to remain at stationary work location and occasionally move from place to place within work facility.
Employee is regularly required to use the telephone and computer.
The employee will occasionally move, raise, lift and/or place equipment (i.e. printers) weighing up to 20 lbs.
Specific vision abilities required by this job include close vision.
Employee is required to travel and work at different facilities based on business need.

Nice To Haves

Previous support/Help Desk experience preferred
Computer Science or related IT discipline coursework preferred
Customer service background a plus
WAN/LAN networking experience a plus
Server Systems Administration / Active Directory a plus
Ability to support the NOW Health Group smartphone environment a plus
Spanish language skills is a plus

Responsibilities

Responds 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.
Opens ITSC Tickets and provide status updates.
Provides a high level customer service experience.
Provides follow-up calls to ensure satisfactory issue resolution.
Builds and maintains working relationships with all IT Peers.
Assists with the imaging, installation, configuration and testing of the desktop environment.
First level response for all Desktop hardware/software problems: Identify source and trends of technical problems to prevent future occurrences.
First level support to diagnose printer/printing issues.
Recommends ways to improve product and service support levels.
Assists in the maintenance and support and creation of User Id’s and User security.
Supports a culture of safe production and exhibits safe work practices.
Actively participates in the safety program by engaging in safety activities.
Effectively provides and accepts constructive peer-to-peer feedback on safety performance.
Adheres to policies, procedures, SOP’s, safe work practices, and safety policies and procedures.
Reports ALL workplace incidents to supervisor immediately.
Communicates concerns to supervisor, reports hazards, and provides input on prevention.
Properly uses, wears, and stores Personal Protective Equipment when required.
Participates on safety teams and/or completes safety-related activities as part of regular job responsibilities.