Itsc Support Specialist II

NOW Health Group•Bloomingdale, IL

14d

About The Position

The primary role of the IT Support Specialist for NOW Health Group is to provide exceptional front line IT support and customer service for our User Community. Work closely with IT Peers and provide “remote hands-on support” when needed. This role involves responding to all forms of user support requests, including phone coverage, email, face-to-face requests, and network/system outages. The specialist will open ITSC tickets, monitor the ITSC queue, provide status updates, and conduct follow-up calls to ensure satisfactory issue resolution. They will also build and maintain working relationships with IT Peers and the User Community, assist with the imaging, installation, configuration, and testing of the desktop environment, and provide first and second level response for various hardware/software problems including printers, Webex, Jabber IM, and Office 365. Support will be provided for all NOW Health Group locations, including the Fruitful Yield Store Locations and Corporate Headquarters. The role also includes recommending improvements to product and service support levels, assisting in the maintenance and support of the server and WAN/LAN networking environments, and providing support for time-critical application issues like the Order Fulfillment environment. Independent project work and support for other project teams are also expected. Some weekend, off-hours, and on-call support may be required. The role also supports a culture of safety and adherence to workplace health and safety procedures.

Requirements

Previous Support/Help Desk experience required.
Computer Science or related IT discipline coursework required.
Approximately 5+ years of practical experience required.
Broad knowledge of/experience in end user computing, thin client, Citrix desktop, PC and MAC hardware and software applications required.
Good oral and written communication skills.
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.

Nice To Haves

WAN/LAN networking experience a plus.
Server Systems Administration / Active Directory a plus.
General knowledge of adds, changes and deletions to the Cisco VoIP Environments a plus.
Previous experience analyzing networking issues with Telecom Company a plus.
Ability to support the NOW Health Group smartphone environment a plus.
Service Now Administration a plus.

Responsibilities

Respond 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.
Open ITSC Tickets and monitor ITSC queue and provide status updates.
Provide follow-up calls to ensure satisfactory issue resolution.
Build and maintain working relationships with all IT Peers and User Community.
Assist with the imaging, installation, configuration and testing of the desktop environment.
First and second level response for all Desktop hardware/software problems: Identify source and trends of technical problems to prevent future occurrences.
First and second level support to diagnose printer/printing issues.
First and second level support for Webex meeting services.
First and second level support for Jabber IM environment.
First and second level support for Office 365 environment.
First and second level support for the Fruitful Yield Store Locations and Corporate Headquarters.
Provide support for all NOW Health Group locations.
Recommend ways to improve product and service support levels.
Assist in the maintenance and support of our server environment.
Assist in the maintenance and support of our WAN/LAN networking environment.
Assist in time critical application support issues such as the Order Fulfillment environment.
Work independently on projects and/or provide support to other project teams as needed.
Support a culture of safety; follow all workplace health and safety procedures.
Responsible for safety performance in respective area.
Ensure the implementation of, adherence to, and enforcement of workplace health and safety requirements.
Ensure activities are completed to promote and enforce safe behaviors by supervisors and employees.
Ensure injury prevention efforts are effectively implemented.
Fulfill responsibilities as outlined in the company safety management plan.