Systems Specialist (Help Desk) - Hybrid

Martin’s Point Health Care•Portland, ME

11d•Hybrid

About The Position

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015. Position Summary The Systems Specialist, will be the frontline point of contact for end-users, providing technical support and assistance for IT issues, incidents, and service requests. They will ensure that end-users receive timely and effective support, troubleshoot and resolve technical problems, and deliver a high level of customer service. In addition, the position is expected to participate in routine after hours work as needed.

Requirements

Associates degree in Computer Science, Information Systems or equivalent combination of education and experience.
1+ years of experience in a technical support role, preferably in a helpdesk or service desk environment.
Experience with troubleshooting and resolving IT issues related to hardware, software, networking, and other IT systems.
Strong communication and problem-solving skills
Excellent customer service skills
Time management: The ability to use your time productively and efficiently.
Collegiality: Being helpful, respectful, approachable and team oriented, for building strong working relationships and a positive work environment
Coachability: Being receptive to feedback, willing to learn, embracing continuous improvement.
Working knowledge with laptops, desktops, and thin clients.
Working knowledge with mobile devices, including iOS and Android.
Working knowledge with desktop and server operating systems.
Working knowledge with Microsoft Active Directory.
Working knowledge of permissions and group policies.
Working knowledge of the Microsoft Office Suite.
Working knowledge with virtual desktop environments.
Working knowledge with audio visual systems, including displays and basic sound system connections.
Working knowledge of networking, including Wi-Fi and LAN connections.
Working knowledge of desktop patching processes.
Working knowledge of database systems.
Working knowledge of published applications.
Working knowledge of remote access systems, including VPN.
Demonstrates an understanding of and alignment with Martin’s Point Values.

Nice To Haves

MCP, ITIL, A+ Certifications are desirable but not required.

Responsibilities

Provides technical support and assistance to end users, including diagnosing and resolving hardware and software issues, setting up user accounts, and providing training and guidance on IT systems and applications.
Participates in the installation, configuration, monitoring and technical support of all physical endpoints. This includes laptops, desktops, thin clients, printers, and mobile devices.
Participates in the deployment and license management of all supported software.
Provides Level One support to troubleshoot and resolve incidents.
Accurately perform new user account creation, management, and deletion within Active Directory, according to documented IT processes and procedures.
Manages print queues and drivers according to documented processes and procedures.
Provides excellent customer support to all technology users.
Ensures workstation adherence to all security requirements per the Acceptable Use and Information Security Policies.
Participates in the rotating “on call” schedule with other members of the team for providing support to the business and partners after hours and on weekends
Adheres to all established hardware configuration standards.
Documents and maintains technical documentation, including system configurations, troubleshooting procedures, and user guides, to ensure accurate and up-to-date information for IT systems and operations.