Support Technologist II
About The Position
Providing support to end users and being the first point of contact for issues, as well as being a second level of support for Support Technologist I staff. Work on creating a proper SLA for Service Desk requests, such as Priority levels, to ensure timely completion of helpdesk tickets. Installing and configuring hardware and software components to ensure usability. Troubleshooting hardware and software issues. Repairing and replacing damaged hardware. Performing software upgrades and maintaining software compatibility. Maintaining client image using provided imaging solution. Assist with new hardware deployment throughout the organization. Active directory administration. Installing and upgrading antivirus software to ensure security standards. Create and maintain helpdesk requests using provided software. Establish working relationship with all departments and co-workers. Ability to create and maintain technical documentation. Assist with company phone system administration. Necessary training will be provided on site. Provide after hour on call on a rotational basis. Answer end user inquiries regarding computer software or hardware operation to resolve problems. Maintain records of daily problems and remedial actions taken within service desk software, assigned for resolution, prioritized, and tracked. Keep lead/manager informed of status. Refer major hardware or software problems or defective products to vendors or technicians for services. Recognize and identifies potential areas where existing policies and procedures related to products supported by the helpdesk require change. Performs assigned responsibilities and/or portions of projects with limited oversight; ensures assigned tasks are completed and provide summary of task to manager. Ability to resolve problems, and present clear and precise results. Develops, modifies, updates, maintains, provides support, and assists in compiling databases, spreadsheets, and presentations. Provide users with instruction of specific applications, telephones, and network access. Ability to work under pressure, make decisions, and meet deadlines. JCMG Core Competencies: Strives for continuous quality improvement. Participates in educational experiences designed to maintain and/or improve professional competence. Maintains high work ethic standards. Provides quality customer service to staff, patients, and visitors at all times.
Requirements
- Bachelor's or Associate degree from an accredited college, university, or technical school in information systems or information technology or related field
- Two or more years of experience in a Support Technologist I (or equivalent) position.
- Excellent written and verbal communication skills
- Good interpersonal skills
- Attention to detail
- Good problem-solving skills
- Intermediate knowledge of the general operating principles and capabilities of computer hardware and software
- Intermediate knowledge of the operation, care, and adjustment of computer peripheral equipment
- Ability to establish and maintain effective working relationships with staff and the public
- Ability to learn and apply new technology skills
- Ability to follow a methodical approach to troubleshoot and resolve basic hardware and/or software problems
- Ability to organize work and solve problems
Responsibilities
- Providing support to end users and being the first point of contact for issues, as well as being a second level of support for Support Technologist I staff.
- Work on creating a proper SLA for Service Desk requests, such as Priority levels, to ensure timely completion of helpdesk tickets.
- Installing and configuring hardware and software components to ensure usability.
- Troubleshooting hardware and software issues.
- Repairing and replacing damaged hardware.
- Performing software upgrades and maintaining software compatibility.
- Maintaining client image using provided imaging solution.
- Assist with new hardware deployment throughout the organization.
- Active directory administration.
- Installing and upgrading antivirus software to ensure security standards.
- Create and maintain helpdesk requests using provided software.
- Establish working relationship with all departments and co-workers.
- Ability to create and maintain technical documentation.
- Assist with company phone system administration.
- Provide after hour on call on a rotational basis.
- Answer end user inquiries regarding computer software or hardware operation to resolve problems. Maintain records of daily problems and remedial actions taken within service desk software, assigned for resolution, prioritized, and tracked. Keep lead/manager informed of status.
- Refer major hardware or software problems or defective products to vendors or technicians for services.
- Recognize and identifies potential areas where existing policies and procedures related to products supported by the helpdesk require change.
- Performs assigned responsibilities and/or portions of projects with limited oversight; ensures assigned tasks are completed and provide summary of task to manager.
- Ability to resolve problems, and present clear and precise results.
- Develops, modifies, updates, maintains, provides support, and assists in compiling databases, spreadsheets, and presentations.
- Provide users with instruction of specific applications, telephones, and network access.
- Ability to work under pressure, make decisions, and meet deadlines.
- Strives for continuous quality improvement.
- Participates in educational experiences designed to maintain and/or improve professional competence.
- Maintains high work ethic standards.
- Provides quality customer service to staff, patients, and visitors at all times.
Benefits
- Health insurance & employer paid short- and long-term disability
- Generous PTO policy, beginning at 148-hours annually
- 56 hours paid Holiday Leave
- Employer Retirement Plan (401K) with employer match
- Tuition reimbursement and other professional advancements, including a Medical Assistant training program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
