Job Information
Spectrum Healthcare Partners IT Systems Specialist II in South Portland, Maine
IT Systems Specialist II
POSITION SUMMARY - ON-SITE POSITION ONLY
Responsible for providing technical support to include triage, ticket assignment, tier Il issue resolution, account management, and systems monitoring; includes providing accurate and efficient tier Il support for workstations and peripherals issues, recommending hardware, scheduling, receiving, storing & distributing software, hardware & equipment according to company policy & procedures and asset tracking.
ESSENTIAL FUNCTIONS
Provide outstanding customer service and a positive support experience by interfacing directly with Spectrum employees on issues, communicating in a clear, concise manner
Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting
Accurately and efficiently answer help desk calls for multiple sites
Collect appropriate information needed to triage, assign, and solve tier I tickets regarding software, hardware, and operational problems and appropriately know when to escalate to tier III support
Provide remote software installation and configuration support
Accurately perform account creation, management, and deletion per documented processes and procedures
Accurately and timely perform remote connection administration per documented processes and procedures
Manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures
Workstation management and adherence to all security requirements
Follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate to level II support
Liaison with departments to coordinate technology needs
Performing one-on-one IT training for new staff.
Write and update “how-to”, knowledgebase, and procedure documentation.
Act as an escalation point for 3rd party service desks.
Follow established processes and standards, identify and propose improvements as necessary
Maintain high-level knowledge of desktop, network, healthcare, central services business applications, and mobile technologies
PRIMARY RESPONSIBILITIES
Troubleshoots and identifies possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow-through skills
Participates in Process Improvements and other duties as assigned
Follows purchasing guidelines to order, receive, and track hardware, software, and maintenance contracts as needed
OS Imaging and deployment
iOS mobile device management
Attends meetings as assigned and participates in educational activities to keep skills up to date
Demonstrates professionalism at all times
Displays cooperative behavior and interacts positively and effectively with others to promote a team environment
Performs other duties necessary to maintain the overall efficiency and continuity of the dept
Is proactive in identifying, reporting, and participating in the resolution of any potential or safety issues
QUALIFICATIONS
Associates or Bachelor’s Degree preferred; or equivalent of education and 3 - 5 years’ healthcare industry experience or within a managed services provider environment
Experience and ability to thrive in a team-oriented, customer service environment
Excellent documentation skills, ability to write technical processes and procedures
Thorough understanding of current Windows operating systems and current Microsoft Office products including Microsoft 365
Knowledge of the interoperability of current Windows operating systems with 3rd party applications
Knowledge of printer driver and queue creation, installation, management, and troubleshooting
Knowledge of print queue management
Basic Windows server administration, exposure to Active Directory and Exchange
Understand principles of computer system operations, LANS, and WANS, Operating Systems, and peripherals
Demonstrated hardware maintenance and/or configuration experience; A+ certified preferred
Knowledge of one or more scripting languages a plus
Desktop and laptop hardware knowledge Dell, HP & Apple
CompTIA A+ certification or higher (current)
Understanding of ITIL framework
Basic database concepts; SQL skills a plus
Excellent customer service skills
Highly effective communication and interpersonal skills with the ability to function as part of a team
Ability to maintain confidentiality
Valid driver’s license
PHYSICAL DEMANDS / WORK ENVIRONMENT
Travel to various sites of service
Work environment includes computer-related noise levels
Continual use of computer keyboard, mouse, and other associated peripherals
Extended standing and walking, lifting of computer equipment (30-50 pounds)
Occasional reaching, bending
BENEFITS
Health Insurance (80% company-paid)
HSA Match (Company match $3,000 family plan / $1625 individual plan)
Dental & Vision Insurance Plans
401(k) Match and Profit-Sharing Plan
Life and Accidental Death and Dismemberment Insurance (Company paid)
Long-term Disability Insurance (company-paid)
Short-term Disability Insurance (company-paid)
Generous paid time off
Voluntary, Employee-Paid Benefits
Medical Reimbursement Plan
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