IT Support Specialist

Tennessee Hospital Association•Brentwood, TN

9d•Hybrid

About The Position

The IT Support Specialist serves as the Tennessee Hospital Association staff’s first point of contact for technical support and assistance. The role troubleshoots problems, researches and answers questions, maintains staff-assigned hardware, supports staff use of selected software and online services, and provides technical support for in-person and online meetings. The specialist performs other technical duties as directed by the Assistant Vice President of Information Technology and the Systems Administrator. The position supports approximately 65 users, 85 workstations, and 500 staff requests annually. It has no direct reports. The role follows HIPAA and THA Information Security Policies and Procedures. THA is a not-for-profit membership association serving hospitals, health systems, other healthcare organizations, and the patients they serve. It provides member education and information and informs the public about hospital and healthcare issues.

Requirements

At least one of the following: an associate or bachelor’s degree focused on Computer Information Systems or a related area, or at least one year of experience in a similar position.
Strong analytical and problem-solving skills and keen attention to detail.
Effective research skills to identify and apply relevant information about technical matters and related issues.
Ability to prioritize multiple projects and issues based on business needs.
Detailed note-taking and documentation skills.
Excellent verbal and written communication skills, including the ability to convey technical concepts to diverse audiences.
Strong customer service skills.
Working knowledge of network architecture and software troubleshooting.
Strong understanding of Microsoft Windows operating systems.
Working knowledge of basic Active Directory and Office 365 user administration.
Working knowledge of cloud technologies and remote environments such as Office 365, Azure Active Directory, SSLVPN, and Microsoft Exchange Online.
Ability to drive an automobile and maintain a valid driver’s license for local travel.

Nice To Haves

CompTIA A+ certification.
CompTIA Network+ certification.
Proficiency in scripting and web languages such as PowerShell, HTML, and JavaScript.

Responsibilities

Adapt to changing work conditions and meet challenges throughout the day.
Prioritize and provide helpdesk support to all staff, escalating technical issues to other IT staff as appropriate.
Provide audio/visual support for onsite events and programs, and for conferences on THA premises and at local off-site events.
Assist staff with creating and administering online meetings using platforms such as Teams and Zoom.
Assist staff with Microsoft Office desktop and online applications.
Assist staff with cloud technologies, including Office 365, Microsoft OneDrive, Microsoft Teams, and Microsoft SharePoint.
Provide identity and access management through Active Directory and the Office 365 administrator portal.
Assist the Systems Administrator with basic network support.
Assist the Systems Administrator with provisioning, configuring, and setting up hardware such as laptops and workstations.
Create, edit, and maintain technical documentation about solutions to staff issues and IT systems.
Be available in the office during regular office hours unless responsibilities require otherwise or a hybrid arrangement is in place.
Travel locally approximately 4% of the time and drive an automobile while maintaining a valid driver’s license.
Provide basic maintenance and support for network printers and copiers.
Assist with security-related activities, including performing and documenting security tests.
In rare circumstances, be available to work extended hours or weekends for system upgrades, maintenance, critical patches, or troubleshooting.