Technical Support Specialist Ii

TECHNICAL SUPPORT SPECIALIST II

Memorial Health – Technical Support Specialist II

The Technical Support Specialist II provides IT support to all customers of Memorial Health so the system can continue to provide great patient care. The role will provide day‑to‑day service and support, including answering incoming calls, troubleshooting issues related to software, hardware, network, and account access, and documenting all courses of action taken to resolve or escalated the issue within the ticket tracking system.

The specialist works closely with other IS Support team members and technical personnel to determine the exact nature of issues and resolutions, as well as communicating outages when appropriate. The position embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision, and values.

Friday through Monday day shift: 8:30 am – 5:00 pm (Mon/Fr). Saturday/Sunday: 6:30 am – 6:30 pm. On‑call rotation is available nights and weekends, including holiday coverage as required for 24 × 7 × 365 support.

USD $22.46 / hr – Max USD $34.82 / hr

• Associates degree in computer science or related field required. Two years of experience with hardware/software may be considered in lieu of degree.
• If applicable, valid Illinois driver’s license and acceptable driver status per MH Fleet Safety Policy (five‑year MVR required).
• Minimum of three years hands‑on experience with hardware (desktops, laptops, printers, scanners, mobile devices).
• Minimum of two years support experience with software (Microsoft Windows OS, Microsoft Office, remote desktop tools, helpdesk ticketing software, Active Directory, Citrix, Adobe products).
• Experience in answering calls, understanding customer issues, resolving issues over the phone or remotely, and communicating using non‑technical verbiage.
• Experience with networking and web‑based applications and technologies preferred.
• Ability to document in detail the issue, steps taken, and escalation to the appropriate support team.
• Skills include customer service, communication, interpersonal, organizational, and problem‑solving.
• Ability to adapt to an ever‑changing, fast‑paced IS environment, changes in priorities, and to learn quickly under pressure.
• Authority to regularly lift, push, and pull up to 50 lbs.
• Availability to participate in nights and weekends “on‑call” rotation and holiday coverage as required for 24 × 7 × 365 support.
• Work with team members to improve skill sets and disseminate knowledge.

• Provide direct first and second level IT/IS support to customers and clients with an emphasis on first‑call resolution, while providing excellent customer service.
• Triage, find resolutions, and/or provide possible work‑arounds for customer‑related issues and inquiries within the requirements of MH IS policies and procedures.
• Communicate and coordinate with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Accurately and succinctly identify and communicate customer issues to various IS Division teams for appropriate distribution and identification of issues.
• Document and update all information, details related to customer issues, steps taken to resolve or attempts to resolve. Facilitate escalation to appropriate IS support teams as defined in the support documentation.
• Perform troubleshooting and repair on hardware including computers, laptops, peripherals, printers, scanners, pagers, mobile devices, network connectivity, etc.
• Act as liaison between customer departments, Information Services, and software vendors to resolve issues, answer questions, and complete requests for service.
• For the Helpdesk role, resolve problems or issues over the phone or remotely. Able to walk users through steps for identifying or resolving issues.
• Use remote administration and other tools as needed to provide accurate and creative solutions to problems of moderate complexity.
• Follow‑up on service requests to determine the status of calls and to ensure the highest level of customer service…