User Support Technician II
About The Position
This is first/second level support and problems that cannot be resolved at this level are escalated to the appropriate level. May specialize on specific system and application issues. Responsible for providing high level support to clients over the phone or through remote sessions. Responsibilities include advanced assessment, triage, documentation, and resolution of basic incidents and requests. Issues outside of the scope of responsibility will be escalated as needed to appropriate staff. Position assists in hardware deployment, software installation, and user support in a complex healthcare IT environment. Provides support and first contact resolution as a subject matter expert in one or more areas.
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 or General Educational Development (GED) diploma and three years of experience in the field of technology related to the position's role; or an equivalent combination of education and experience.
- Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.
Nice To Haves
- Experience with IT Asset Management
- A+ or similar technical certification
- Knowledge of Imprivata, Citrix, or VMware Workspace, ServiceNow, or Ivanti environments
- Strong knowledge of Windows OS, Active Directory, printing, and networking basics
Responsibilities
- advanced assessment
- triage
- documentation
- resolution of basic incidents and requests
- hardware deployment
- software installation
- user support
Benefits
- Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).
- Employees also receive paid vacation, sick, and community service leave.
- In addition, paid parental leave is available to eligible employees.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
