Support Specialist

Job Category: Information Technology

Work Shift/

Schedule:

8 Hr Morning - Afternoon

Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, e‑mail, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. The Informatics & Technology Services Support Team has a broad mandate to provide whatever support is needed in the use of systems or the facilitation of standardized processes for NGHS.

Support should be prioritized in favor of external department customers first, then internal department customers. Relies on instructions and pre‑established guidelines to perform the functions of the job. Maintains functionality of end‑user equipment. Operates, controls and monitors computer equipment to ensure servers, services, interfaces, and sites have functionality. Is responsible for the satisfactory completion of each scheduled shift supporting the Help Desk as well as supporting computer operations monitoring.

Works under immediate supervision.

• Licensure or other certifications:
• Educational Requirements: High School Diploma or GED. Two (2) years of technical training.
  Minimum Experience: One (1) – two (2) years related experience. Experience should be with equipment similar to that being used in Informatics & Technology Services.
• Other:

• Preferred Licensure or other certifications: A+ Certification; MCSE (Microsoft Certified Solutions Expert); ITIL Certification; HDI (Help Desk Institute) Certification
• Preferred
  
  Educational Requirements:
  
  
• Preferred Experience: Help Desk support experience, Computer Operations experience or a hands‑on technical school program.
• Other:

• Prioritizes, screens and highlights phone calls and requests with follow‑up to deliver the highest possible customer service. Ensures all calls are accurately documented into the tracking system in a timely manner and escalated as needed. Pages/beeps/calls departmental employees as needed and according to standards.
• Responds to system status inquiries within standards.
• Uses all resources available to them, including instructions, error codes, manuals, etc., to understand the process or problem on their own before seeking assistance or giving a call to technical support. Takes initiative or moves ahead without assistance. Describes technical problems in writing.
• Performs the tasks usually associated with computer operations.
• Analytical problem‑solving skills.
• Actively participates in team processes and presentations.
• Assists the Manager and Supervisor as needed. Assists all departmental teams with clerical services according to standards.

• Exemplifies the organization’s customer service standards.
• Improves work processes.
• Meets all mandatory educational requirements.
• Complies with confidentiality rules, policies and regulations in all aspects of the job.
• Demonstrates working knowledge of safety practices.
• Promotes teamwork within the department.
• Meets NGHS attendance standards.
• Utilizes financial resources effectively.
• Communication between support specialist, customers, and other employees is clear, concise and professional as measured by random observation, team leader and fellow team members.
• Evaluates and pursues areas of automation that could improve productivity for team or organization.
• Adaptable in changing situations and work assignments, including emergency shift coverage.
• Documentation is current and reviewed by team periodically to ensure validity in software application ITS is using.
• Utilizes the computer shift checklist to complete scheduled work.
• Documents all hardware or operational problems (or potential problems).
• Triage issues and gauge severity and urgency before contacting other IT members for assistance.
• Assists and participates in IT and other departmental projects where requested.
• Be committed to continual professional development.