User Support Technician II

State of North Carolina•Burke County, NC

About The Position

Provides first- and second-level technical support in a complex healthcare IT environment. The technician provides high-level assistance to clients by phone or remote sessions, assesses and triages incidents and requests, documents support activity, and resolves basic issues. Problems that cannot be resolved at this level are escalated to appropriate staff. The position may specialize in specific systems or application issues and serves as a subject matter expert in one or more areas, providing first-contact resolution. The role also assists with hardware deployment, software installation, and user support.

Requirements

Associate degree in computer science or an IT-related field from an appropriately accredited institution and one year of experience in the information technology field related to the position's role; OR high school diploma or GED and three years of technology-related experience; OR an equivalent combination of education and experience.

Nice To Haves

Experience with IT asset management.
Knowledge of Imprivata, Citrix, VMware Workspace, ServiceNow, or Ivanti environments.
Strong knowledge of Windows operating systems, Active Directory, printing, and networking basics.
A+ or similar technical certification.

Responsibilities

Provide first- and second-level technical support to clients by phone or remote sessions.
Assess, triage, document, and resolve basic incidents and requests.
Escalate issues outside the position's scope to appropriate staff.
Provide first-contact resolution as a subject matter expert in one or more areas.
Assist with hardware deployment and software installation.
Provide user support in a complex healthcare IT environment.
May specialize in particular system and application issues.