IT Systems Specialist

Pinnacle Healthcare Consulting LLC

1d • Hybrid

About The Position

Cloud Proven Networks (CPN) is seeking a Systems Technician to provide desktop and systems support services to technology users for Cloud Proven Networks’ internal staff and remote client environments. These services will be delivered in person or remotely. Duties include assessing requirements, researching alternatives, and providing effective solutions on a reliable basis. The Systems Technician must possess extensive support knowledge of Windows OS systems, Microsoft 365 / Office 365, and applications commonly used at Cloud Proven Networks’ client sites, including Solutions Healthcare Management. The individual who will excel in the Systems Technician position has the ability to work in a fast-paced environment and quickly adapts to change. The position will diagnose and resolve technical hardware and software issues related to desktops, laptops, and other user tools. The role includes support of and collaboration with network and server engineers to resolve issues, improve existing processes and maintain system and user documentation.

Requirements

• Extensive Windows 10/11 OS setup, deployment, and troubleshooting experience required.
• Microsoft 365 / Office 365 experience required, including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
• Experience supporting Active Directory required; user account management, group management, Group Policy, password resets, and organizational unit administration.
• Ticketing system experience required; proficiency in creating, updating, tracking, escalating, and closing support tickets with clear and accurate documentation.
• 3–4 years of technical desktop support experience including phone, remote log-in, and general user support.
• MUST be willing to work a rotating shift to provide 24x7 call coverage.
• Strong understanding of, and experience with, service-based organizational environments.
• Experience with Windows OS system deployment, printers and shares.
• Experience building computer images and deploying new or refreshed computers to users.
• Experience with hardware and software application troubleshooting.
• Strong organizational skills, including but not limited to, time management and problem solving skills to prioritize workload, meet deadlines and manage competing priorities.
• Excellent written and verbal communication skills.
• Able to work in fast paced environment and remain calm under pressure.
• Works well independently and within a team environment.
• Possesses a professional demeanor in all work situations.
• Outstanding customer service to external clients and internal staff.

Nice To Haves

• Basic Windows Server administration experience preferred; including user and group management, file shares, print services, and general server maintenance tasks.
• Azure Active Directory (Entra ID) experience preferred; user and license management, MFA enrollment, and basic conditional access policy familiarity.
• Client VPN software troubleshooting skills preferred.
• VoIP experience preferred.
• Experience with enterprise wireless (802.11 a/b/g/n) preferred.

Responsibilities

• Responsible for monitoring and answering a fluctuating volume of incoming support requests through dedicated support email, in-person requests and support phone line.
• Creates issue tickets for all requests and provides timely response to level 1-2 user support and systems support requests.
• Diagnose and resolve technical hardware and software issues relating to desktops/laptops, peripherals, mobile devices, email, audio/video and other user tools.
• Follows standard help desk service protocol which includes documenting requests, testing solutions and ensuring the service meets the client’s needs.
• Experience in creating knowledge-base, and other instructional documentation as necessary to improve the department’s response to issues and for user instruction.
• Responsible for using good judgement and quick action when needing to escalate tickets to engineers and management to ensure resolutions are ultimately delivered.
• Responsible for effectively tracking status of pending work and documenting response to clients. Duties include updating ticket status with last activity to ensure any Cloud Proven Network staff member can quickly assess last work on issue.
• Responsible for researching processes/response for issues affecting multiple users.
• Responsible at all times for adhering to the company’s policies for safety and conduct.
• Responsible for driving the culture of Cloud Proven Networks through values and customer service standards.
• Accountable for outstanding customer service to all external and internal customers.
• Develops and maintains effective relationships through effective and timely communication.
• Takes initiative and action to respond, resolve, and follow up regarding customer service issues with all customers in a timely manner.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree