IT Support Specialist

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Full Time Technical Independence, OH, US

POSITION TITLE : IT Support Specialist

Supervised by: IT Support Team Lead (Direct), IT Operations Manager (Indirect)

Status: Full-time, Non-Exempt

POSITION SUMMARY. The IT Support Specialist’s role is to provide frontline technology support of Medi Quant’s clients and Medi Quant’s users. This includes receiving, prioritizing, documenting, and actively resolving service requests and incident tickets. Working in a Service Management Organization, the Specialist will apply superior client service skills and maintain ITIL best practices within our IT Service Management Tool. With knowledge of our products and services, they will aid in both ‘how-to’ uses as well as identifying changes needed within our applications.

The Specialist will also handle internal IT requests and incident tickets regarding network, telecommunications, systems, and compute that supports our business and its users. They will elevate to higher tiers within the organization as needed and apply effective communication plans for our clients and internal users. Additionally, the Specialist will own application release orchestration processes and will be a pivotal member for Development Operations.

Key for success in this role will be to troubleshoot creatively and relentlessly while collaborating with peers and cross-functional groups.

JOB DUTIES and ESSENTIAL FUNCTIONS. A qualified individual must be able to perform the essential functions of the job as listed, with or without accommodation. (An Asterisk (*) Identifies an Essential Function)

• Operations (incident, problem and change management) (*)
• Serves as frontline support for all client and internal IT stakeholders.
• Lead IT orientation sessions with new hires, and provide offboarding support as needed.
• Follows best practice and implemented ITIL standards
• Takes ownership of troubleshooting and leading to resolution
• Client Relationships (*)
• Maintains client configuration and ensures quality of documentation control
• Communicates effectively with proper frequency and detail of updates
• Works with clients to ensure they are informed of product updates and key items within release notes
• Provide appropriate technical depth of support for Tier I Internal IT and Client environments
• Seek innovative technical solutions to new and existing issues
• Develop process and evaluate for automations that gain operational efficiencies
• Documentation and Training (*)
• Develops and documents instructions and guidelines to perform assigned functions.
• Prepares systems and application change management documentation according to IT standards.
• Trains technical staff in how to use new software and hardware developed and/or acquired.
• Asset Management and Equipment Deployment(*)
• Track, maintain, and update IT inventory
• Manage the lifecycle of devices, including assignment, return, and disposal
• Keep accurate asset records and documentation
• Prepare, configure, and provision equipment to new hires and existing employees according to company standards and departmental requirements.

COMPETENCIES

• Critical Thinking
• Professionalism and Composure
• nterpersonal and oral skills
• Flexibility
• Team player
• Self-motivated
• Strong Technical Acumen

QUALIFICATIONS.

Required

Education and Experience:

• Associate degree in technical field of study and certificates in computer related field or equivalent
• 2 years support in computer technical support or help desk activity
• Knowledge with HIPAA regulations involving PHI
• Previous experience in Hospital & Healthcare, Computer Software industries preferred
• Strong customer service and Information…