Senior Support Specialist
About The Position
Provides technical support to Cooper University Hospital, including off-site hospital-based ambulatory practices. Installs, configures, troubleshoots, repairs, and supports software, hardware, peripherals, data network devices, smartphones, and other equipment used for Cooper business. The role handles network connectivity issues, maintains hardware inventory and technical documentation, replaces and removes old equipment, and works with other IT teams and service vendors to resolve problems. The Senior Support Specialist provides second- and third-level technical support to technicians, represents the Team Lead in their absence, works independently with minimal supervision on tickets and projects, coordinates IT projects, and mentors team members. The position also provides 24-hour on-call support.
Requirements
- Minimum of 5 years of experience in computer hardware installation, maintenance, and repair.
- High school diploma or GED required.
- Strong analytical, technical, and troubleshooting skills.
- Customer focus and a positive, can-do approach.
- Good interpersonal, verbal, and written communication skills.
Nice To Haves
- A+ certificate, MCP (Microsoft Certified Professional), or equivalent work experience preferred.
Responsibilities
- Install and support desktop-related hardware and software.
- Replace and remove old hardware.
- Adhere to IT business practices and project methodology.
- Attend walkthroughs for new locations to support.
- Inventory existing and new equipment for replacement.
- Provide 24/7 on-call support.
- Perform all Technician duties and demonstrate mastery of skills and procedures.
- Coordinate IT projects.
- Retrieve calls from Remedy promptly, initiate resolution, document progress and communications in Remedy, and prioritize problems by severity.
- Keep customers informed about call and ticket status through problem resolution.
- Track, prioritize, and document IT requests.
- Maintain working knowledge of current equipment.
- Act as a role model and mentor for technicians.
- Diagnose software and hardware problems relating to desktop and networking environments.
- Identify problems and repair printers, desktops, and peripherals.
- Interface with IS teams and vendors to resolve issues onsite.
- Educate end users on technology.
- Keep up to date on industry trends and continuously enhance professional expertise and knowledge.
- Leave a calling card or note when servicing customer equipment in the customer's absence.
- Escalate repeat customer problems and observed patterns to the desktop manager for trend analysis and resolution of underlying problems.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
