Systems Support Technician I (Hybrid - San Diego, CA)

American Specialty Healthorporated•San Diego, CA

9d•Hybrid

About The Position

American Specialty Health Incorporated is seeking a Systems Support Technician I-Onsite to join our Information Technology - Operations (ITO) department. This position will provide technical support to ASH staff and to provide the most efficient and effective resolution. This position may be trained virtually or onsite and must have the capability to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you to have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network. The internet connection must have a consistent 50 down/10 up Mbps minimum internet speed. 100 down/20 up is recommended to support higher quality video meetings. This position requires occasional onsite office work.

Requirements

High school diploma required.
Minimum 1 year experience in a technical support role in a Windows environment.
Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
Highly developed and process-oriented problem-solving skills.
Proven abilities to troubleshoot and diagnose hardware, software and basic technical issues.
Exceptional interpersonal and communication skills, with a focus on rapport building, listening, and questioning skills.
Strong telephone and in-person customer service skills
Maintain flexibility with respect to work schedule and responsibilities.
Goal-oriented, organized team player.
Experience working in a team-oriented, collaborative environment.
Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
Ability to effectively organize, prioritize, multi-task and manage time.
Demonstrated accuracy and productivity in a changing environment with constant interruptions.
Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
Ability to exercise strict confidentiality in all matters.
Mobility Primarily mobile, able to move in/out of small spaces, climb, squat, crawl, reaching, work overhead, and work on single tasks for long periods of time.
Ability to speak, see and hear other personnel and/or objects.
Ability to communicate both in verbal and written form.
Ability to travel within the facility and/or Work From Home environment.
Capable of using a telephone and computer keyboard.
Bending, squatting, crawling, reaching for long periods of time and able to lift weights up to 50 lbs. and push 80 lbs. using dolly or cart.

Nice To Haves

CompTIA A+ or Microsoft’s 365 Fundamentals (MS-900) certification preferred but not required.

Responsibilities

Work incoming requests from end users via telephone, e-mail and the ticketing system in a courteous manner.
Log all Service Desk interactions in our ticketing system.
Daily review of open or escalated tickets; review/update/follow-up/close open or escalate tickets.
Work cooperatively with fellow IT members to create and maintain a knowledge base for systems use and develop tools that enable collaboration and information sharing in a virtual environment.
When required, escalate complex issues to our internal Level 2 team.
Develop and maintain strong working relationships with various teams within the organization, assisting with projects as needed.
This position is required to and must be willing to work on-call rotations when needed.
May need to assemble New Hire equipment kits based on time zone and demand.
Proficient in imaging and configuring devices for New Hires, Break/Fix replacements, and upgrades.
Work closely with our local Facilities team and/or other IT team members during implementations of new equipment or software or upgrades.
Attends team, departmental, and staff meetings to discuss issues and foster teamwork.
Help update support documentation as our environment changes.