Technical Support Specialist II

Mary Free Bed Rehabilitation Hospital•Grand Rapids, MI

7d•Hybrid

About The Position

The Technical Support Specialist II position is a multi-tiered support role - providing both front-line help desk support and more advanced technical issue resolution. This position will receive incoming technical support requests from hospital staff, create service tickets, perform troubleshooting steps, and resolve issues in a timely fashion. Additional duties include installation and maintenance of hardware and software, desktop configuration, process documentation, asset tracking, and basic network account/access maintenance. This position supports Mary Free Bed staff working at all locations (main campus, off-site facilities, and remote/home workspaces).

Requirements

An Associate’s Degree or equivalent certification(s) or training/work experience in the computer field
Experience providing direct technical support to users in a business/enterprise setting
Experience troubleshooting and correcting complex hardware and software problems
Experience troubleshooting and diagnosing network connectivity failures
Experience supporting standard IT business environments/tools including, but not limited to: Microsoft Windows desktop operating system, Microsoft Office productivity software (local and cloud-based applications), Microsoft Active Directory/Group Policy, Microsoft Outlook/Exchange or other enterprise email solutions, Multi-line business phone systems, IT service ticket management software
Excellent customer service skills
Excellent written and verbal communication skills to both technical and non-technical audiences
Excellent organizational skills with the ability to multi-task
Ability to follow through and complete approved projects and resolve problems to the satisfaction of the customer and within stated service level agreements/guidelines
Ability to interact effectively with all staff (technical and non-technical)
Reliable transportation and the ability to travel to remote sites when required

Responsibilities

Receive all incoming technical support requests from hospital staff via phone, email, or other electronic submission
Document all incoming support requests in service ticket software
Troubleshoot and resolve technical issues - either remotely or in person - within defined service level agreements
Deploy hardware solutions to meet user requests and strategic project requirements
Perform minor hardware repairs to maintain operational effectiveness of computer equipment
Modify user-level network and software access in response to business needs
Perform research to resolve complex technical problems
Develop workarounds, alternatives, and interim solutions for known issues to minimize user disruption
Provide consistent service through multiple delivery methods (phone, email, electronic support ticket, face-to-face)
Escalate advanced technical issues to administrators or other resources for resolution
Work directly with vendor-provided support staff to troubleshoot technical problems and facilitate timely solutions
Clearly communicate information to technical and non-technical audiences
Facilitate effective asset management by documenting moves, adds, and changes of IT assets
Recommend processes and solutions to IT leadership to improve effectiveness of IT service delivery
Lead the development and maintenance of knowledge base documentation/training materials; review and modify existing documentation to ensure accuracy and relevance
Maintain a high level of knowledge of operating systems, business applications, and device network connectivity within an enterprise setting
Participate in a rotating on-call schedule to provide phone-based and electronic/remote technical support outside of standard business hours (on-site support after hours required only if necessitated by a critical service disruption)
Perform other duties as assigned by Information Technology leadership
Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members.
This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.
Contribute by identifying problems and seeking solutions.
Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.