System Support Specialist - On Site

Agrace • Madison, WI

2d • Onsite

About The Position

The System Support Specialist position is responsible for providing first line help desk support, coordinating technology equipment and systems, and providing IT training to staff. The incumbent may also act as a primary contact for elevated technical issues for areas of expertise. Agrace is a nationally recognized nonprofit leader in hospice and palliative care, and this role supports meaningful, patient-centered care.

Requirements

• Associate degree and two years of experience in a computer-related field or equivalent combination of education and work experience
• Two years’ experience providing support on phones, networks, and PC-based computer software and hardware
• Valid driver’s license, auto insurance, and access to a reliable vehicle
• Advanced Microsoft Office skills
• Knowledge of networks, PC-based computer software, industry trends
• Ability to collect, review, and analyze information to make decisions
• Ability to work effectively and cooperatively with others
• Ability to communicate technical information to all levels of the organization
• Experience using industry specific software
• Ability to communicate effectively verbally and in writing
• Ability to be flexible in time and task to meet organizational needs
• Ability to maintain confidentiality about patients, families, caregivers, staff, donors, and organizational intellectual property.
• Ability to work at various Agrace locations.
• Ability to use proper body mechanics and standard precautions

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Provide timely customer support to troubleshoot, identify, resolve, or elevate technical issues.
• Help maintain user accounts and access for all computer systems.
• Use ticketing system to document and update tickets.
• Install, test, maintain, repair, and support all hardware and software, mobile devices, printing, OS and user applications, etc.
• Diagnose and resolve technical problems.
• Troubleshoot local and wireless networking.
• Provide asset management, addition, and disposal of Agrace property.
• Develop and maintain documentation, including configuration changes, solutions and user self-help.
• Act as a first point of contact for elevated technical issues.
• Ensure the Protected Health Information (PHI) is secure on all equipment.
• Develop training materials and procedures for all Agrace technology.
• Train users in the proper use of hardware, software and telephony.
• Provide technical assistance and training to end users.
• Participate in internal work groups, meetings and committees relative to position responsibilities.
• Participate in on-call rotation to cover after-hours support.

Benefits

• Competitive pay with free parking
• Health, dental, and vision insurance for employees who are hired for 28+ hours per week (.7 FTE +)
• Retirement plans with employer matching
• Generous Paid Time Off (PTO) and holiday paid time off
• Comprehensive onboarding, mentorship, and career development

What This Job Offers

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