Technical Support Specialist

Overview

Technical Support Specialist

Works closely with vendors, Applications Analysts, Systems Analysts and Network Analysts to define, interpret, and recommend appropriate hardware specifications and configurations of computer components, such as processing boards, RAM, and disk drives, as well as, printers, bar code readers, and other peripheral devices. Works with outside vendors to troubleshoot and resolve technical issues. Differentiates between issues related to software, hardware, and the network and determines which can be resolved and which must be escalated for resolution.

Creates, tests, installs and maintains desktop operating systems and images.

Provides timely and appropriate response to service requests from corporate-wide end users relating to hardware and, when appropriate, works with other members of the Information Systems department to complete requests.

Provides installation, maintenance, service and repair of computer equipment, components and peripherals. Provides assistance to departmental personnel with the implementation and support of financial and clinical systems. Has a thorough knowledge of computers, printers, operating systems and the network. Uses appropriate software tools to document issues, complete work orders, update inventory database and respond to email in a timely manner. Provides assistance to internal staff and external vendors with the installation, upgrade, and maintenance of hardware and operating systems.

Maintains adequate inventory of replacement parts and components to complete hardware maintenance and repairs. Assists with the development and implementation of technical procedures and training for departmental staff. Provides technical and consultative services to the Information Systems department, end users and project teams. Has a working knowledge of computer configurations and accurately conveys information systems concepts to the Information Systems staff, Management, and user community.

Makes recommendations for improvements in computer systems and provides purchasing advice on computing technologies.

Monitors equipment usage and performs activities to enhance usage and end-user satisfaction. Recognizes and communicates all system-related issues to management and departmental staff in a timely manner. Communicates and updates hardware adds, changes and disposals to keep the hardware database current.

Generally, works Monday through Friday. Occasionally requires overtime on weekends or evenings.

Associate degree in Computer Science or closely related field or comparable experience required. A+ or other pertinent technical certification preferred.

Minimum of one-year experience in service, support, installation, and configuration of computer workstations, mobile devices such as iPhones and iPads, printers, and other peripheral devices. Experience in help desk or customer service environment servicing and supporting Hewlett-Packard, Apple, Android, and Canon equipment desired. Additional experience supporting Microsoft Office products, Microsoft Windows, familiarity with TCP/IP protocols, and LAN/WAN environments preferred.

Excellent verbal and written communication skills. Excellent problem-solving skills. Positive and professional internal and external customer service skills. Ability to manage and prioritize multiple competing priorities in a dynamic environment. Ability to read and interpret technical documents, schematics, and operational specifications. Ability to work alone with minimal supervision and/or in work teams.