Senior Support Specialist
About The Position
Provides support to Cooper University Hospital, including off-site hospital-based ambulatory practices. Installs, configures, and responds to customer support calls for software, hardware, peripherals, data network devices, smartphones, and other equipment used for Cooper business. Troubleshoots and repairs network connectivity issues, updates hardware inventories, replaces and removes old equipment, develops and maintains technical documentation, and works with other IT teams and service vendors to resolve problems. Provides second- and third-level technical support for technicians and represents the Team Lead in their absence. Works independently with minimal supervision while handling tickets and projects, and mentors team members. The role includes responsibility for 24/7 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.
- Follow IT business practices and project methodology.
- Attend walkthroughs for new locations and support equipment inventories for replacement.
- Provide 24/7 on-call support.
- Perform Technician duties and demonstrate mastery of related 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 of call and ticket status through 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 involving desktop and networking environments.
- Identify and repair problems with printers, desktops, and peripherals.
- Work with IS teams and vendors to resolve issues onsite.
- Educate end users on technology.
- Keep up to date on industry trends and enhance professional expertise and knowledge.
- Leave a calling card or note when servicing customer equipment in the customer's absence.
- Escalate recurring customer problems and observed patterns to the desktop manager for trend analysis and resolution of underlying issues.
- 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
