Technical Support Specialist II

Technical Support Specialist II

Mary Free Bed is a not‑for‑profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year. We provide inpatient, outpatient, sub‑acute rehabilitation, orthotics and prosthetics, and home/community programs. Our mission is to restore hope and freedom through rehabilitation.

• 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.
• Tröut 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 behavior, encourage, coach, and monitor the same in team members.
• 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; participate in departmental efforts to monitor and report customer service.

• 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.

Levels:
None (No specific requirements)
Occasionally (Less than 1/3)
Frequently (1/3 to 2/3)
Majority (More than 2/3)
Remain in a stationary…