IT Support Specialist
About The Position
The IT Support Specialist serves as the first point of contact for technical support and assistance for Tennessee Hospital Association staff. 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 also performs other technical duties as directed by the Assistant Vice President of Information Technology and the Systems Administrator. The role supports approximately 65 users and 85 workstations and completes approximately 500 staff requests per year. The position has a hybrid work arrangement and is expected to be available in the office during regular office hours unless responsibilities require otherwise or the hybrid arrangement is in place. Local travel is required approximately 4 percent of the time.
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 with keen attention to detail.
- Effective research skills to identify and apply relevant information regarding 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.
Nice To Haves
- CompTIA A+ certification.
- CompTIA Network+ certification.
- Proficiency in scripting and web languages such as PowerShell, HTML, and JavaScript.
Responsibilities
- Prioritize and provide helpdesk support to all staff, escalating technical issues to other IT staff as necessary.
- Provide audio/visual support for onsite events and programs and for conferences at THA premises and off-site local locations.
- 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 hardware provisioning, configuration, and setup for laptops, workstations, and other equipment.
- Create, edit, and maintain technical documentation concerning solutions to staff issues and IT systems.
- Provide basic maintenance and support for network printers and copiers.
- Assist with security-related activities, including performing and documenting security tests.
- Be available to work extended hours or weekends in rare circumstances for system upgrades, maintenance, critical patches, or troubleshooting.
- Be available for local travel approximately 4 percent of the time and maintain the ability to drive an automobile with a valid driver’s license.
- Adapt to a changing work environment and meet challenges arising throughout the workday.
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
