IT Support Specialist II
About The Position
The IT Support Specialist provides front-line IT support and customer service to the NOW Health Group user community, working with IT peers and providing remote hands-on support when needed. The role supports users across NOW Health Group locations, Fruitful Yield stores, and corporate headquarters, handling desktop, application, printing, collaboration, network, and system support. It also assists with server and network maintenance, time-critical application support, and project work. Some weekend, off-hours, and on-call support may be required. The position requires previous support or help desk experience, coursework in computer science or a related IT discipline, and approximately five or more years of practical experience. A broad technology background is critical. The role also requires effective communication, sound troubleshooting and decision-making, and the ability to analyze problems and suggest solutions. A bachelor's degree or at least five years of related experience and/or training, or an equivalent combination of education, technology certifications, and experience, is specified. The employee supports workplace safety by following applicable procedures and fulfilling responsibilities in the company safety management plan, including promoting safe behaviors and injury prevention. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Requirements
- Previous support or help desk experience is required.
- Coursework in computer science or a related IT discipline is required.
- Approximately five or more years of practical experience is required.
- Broad knowledge of or experience with end-user computing, thin clients, Citrix desktops, PC and Mac hardware, and software applications is required.
- Good oral and written communication skills.
- Ability to present information effectively and respond to user questions.
- Ability to read, analyze, apply, and improve technical procedures and interpret technical, business, maintenance, and safety documents.
- Sound decision-making and troubleshooting ability.
- Ability to proactively analyze problems and suggest solutions.
- A bachelor's degree, or at least five years of related experience and/or training, or an equivalent combination of education, technology certifications, and experience.
- A broad technology background is critical.
Nice To Haves
- WAN/LAN networking experience.
- Server systems administration or Active Directory experience.
- General knowledge of additions, changes, and deletions in Cisco VoIP environments.
- Experience analyzing networking issues with a telecommunications company.
- Ability to support the NOW Health Group smartphone environment.
- ServiceNow administration experience.
Responsibilities
- Respond to user support requests by phone, email, in person, and in response to network or system outages.
- Open ITSC tickets, monitor the ITSC queue, and provide status updates.
- Make follow-up calls to confirm satisfactory issue resolution.
- Build and maintain working relationships with IT peers and the user community.
- Assist with imaging, installation, configuration, and testing of desktop environments.
- Provide first- and second-level support for desktop hardware and software, identifying sources and trends of technical problems to help prevent recurrence.
- Provide first- and second-level support for printer and printing issues.
- Provide first- and second-level support for Webex meeting services, Jabber IM, and Office 365.
- Support Fruitful Yield store locations, corporate headquarters, and all NOW Health Group locations.
- Recommend ways to improve product and service support levels.
- Assist with maintenance and support of the server environment and WAN/LAN networking environment.
- Assist with time-critical application support, including the Order Fulfillment environment.
- Work independently on projects and provide support to other project teams as needed.
- Support a workplace safety culture by following health and safety procedures and fulfilling responsibilities under the company safety management plan.
- Perform other duties as assigned.
- Provide weekend, off-hours, or on-call support when required.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
