Information Technology Support Specialist

Select how often (in days) to receive an alert:

Indianapolis Emergency Medical Services (EMS) is an organization that celebrates diversity, and seeks to employ a diverse workforce. We actively encourage all individuals to apply for employment and to seek advancement opportunities. Indianapolis EMS also provides reasonable accommodations to qualified individuals with disabilities as required by law. For additional questions please contact us at  or human resources.

Non-Exempt

The Desktop Support Specialist ensures the secure and efficient operation of the endpoint devices (PC’s, laptops, scanners, barcode devices, printers, etc.) and associated equipment and infrastructure by receiving, documenting, imaging and deploying, while also actively participating in the resolution of end-user incidents and requests. This position strongly adheres to documented Standard Operating Procedures and associated policies, contributing to the successful accomplishment of the primary mission and continued success of Indianapolis EMS.

The Desktop Support Specialist supports efforts to set and adhere to project deadlines and deliverables, test innovative solutions to solve organizational problems, and assist in root cause analysis and remediation efforts.

• Proactively contributes to IEMS's mission:
  Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County; models IEMS values
• Participates in maintenance, monitoring, and issue resolution of all endpoint devices within IEMS
• Investigates and resolves all endpoint issues and, when necessary, plans and/or recommends system or process changes based on information gained while resolving issue
• Employs latest technological resources to simplify and streamline their troubleshooting process
• Serves as a technical resource for department peers and aids in their efforts to resolve issues
• Creates and maintains all endpoint and related component support knowledge documentation for IEMS IS/IT
• Serves as primary technical resource and contact for all requested moves/adds/changes for endpoint hardware, software, and related network infrastructure
• Maintains knowledge and skills, and self-educates on the key aspects of the job: customer service, Windows OS, hardware, and information related to the current endpoint builds, and the network infrastructure that relates to the above
• Participates in after-hours on-call rotation to ensure proper 7x24 operations regarding endpoint architecture and application delivery
• Observes ITIL Framework and applies best practices for supporting endpoints and related resources including appropriate work routines, troubleshooting methods, incident prioritization, and knowledge documentation
• Communicates with professionalism and assists other IS/IT departments in planning and implementing new applications, software, or hardware
• Provides direct customer service, on site when necessary, and coordinates proper escalation of any issues or problems which merit it
• Monitors ticketing system service orders to ensure expeditious customer resolution, with emphasis on quality, to be measured by reopened tickets
• Communicates with users as to the status of identified problems and resolution
• Maintains complete and accurate documentation of issue root cause and resolution process
• Instructs users in appropriate use and maintenance of equipment as appropriate, including observing institutional Information Security practices and guidelines
• Acts as an ambassador of the IS/IT department

• Acts as liaison between IEMS staff, vendors, and end-users
• Performs other job-related duties as assigned

• Associate degree in Computer Science or related field, or…