Specialist-Information Services Intermediate

IU Health•Bloomington, IN

7h•Hybrid

About The Position

Performs analytical, technical, and installation of new and existing IU Health approved end user devices. Works on hardware and software problems. Interacts with customers and other Information Services Teams such as Networking, Servers, Database, Applications, Web, Vendors, etc., to restore services and/or identify and correct the core problem. Basic understanding of networking and communication protocols. Installs new equipment and maintains existing equipment including the ability to perform warranty work. Assist as needed in small and large end user projects and moved, adds, changes of equipment, software and peripherals including on-site troubleshooting of existing equipment. Reports problems via established policies, procedures, and rounding logs. Candidates for the position will be evaluated according to the following criteria and competencies.

Requirements

High School Diploma required.
2-4 years' experience in Service Desk required.
Previous Phone support experience required.
Requires the ability to work any shift or day as needed by management.

Nice To Haves

Bachelors preferred.
A+ Certification preferred.
Understands basic concepts of Information Services.
Recommends experience working in a Network Operations Center.

Responsibilities

A technical support specialist provides hands-on assistance, virtual and onsite support to end-users experiencing technical issues with their desktop computers, software applications, and peripherals.
Installing hardware, software, and peripheral devices
Thin clients; scanners; printers; MFD; Apple devices; mobile devices; etc.
Windows OS and MAC OS; Android; Microsoft O365; VDI
Diagnosing technical issues and problems
Troubleshooting and resolving problems related to network connectivity, software configuration, and hardware malfunctions.
Providing timely and effective technical support and communicating effectively with end-users and other IT personnel
Documenting and updating support tickets and service requests and working in coordination with other IT staff to ensure smooth and efficient IT operations.
Asset Management control in ticketing system
Customer Rounding
The Technical Support Specialist ensures that IT systems operate at peak efficiency and with a minimum of downtime to end-users and takes proactive measures to prevent technical problems and ensure IT security.