Information Technology Support Specialist I​/II

Information Technology Support Specialist I/II (Tier I or Tier II, based on experience)

Will primarily be responsible for providing end‑user support to Nascentia Health employees as a working member of the Helpdesk. Tier level and compensation will be based on experience.

• Answer and respond to all calls and emails coming into the Helpdesk to ensure none are missed.
• Act as a member of the technical support team for Nascentia’s workforce to provide assistance for all IT hardware and software
• Perform troubleshooting, corrective action, problem escalation and communication when necessary
• Log all support requests in the incident tracking system and document all actions to include all follow up conversations, troubleshooting steps, and resolution
• Follow up with users after incident resolution
• Perform installs, upgrades, moves, and changes for computer workstations, mobile devices, software, printers, and other peripheral devices
• Perform and ensure proper installation of cables, operating systems, and appropriate software
• Assist with administration and management of company owned devices.
• Provide courteous, responsive, respectful, and knowledgeable customer service.
• Provide technical training and orientation to users as needed
• Provide problem resolution in a timely manner in order to ensure downtime for Nascentia workforce is minimal
• Work a rotating On‑Call schedule which includes nights and weekends
• Provide daily updates to management of the current status of the IT Infrastructure.
• De‑escalate situations involving dissatisfied employees while offering assistance and support
• Perform other related duties as assigned by management

• Serve as a technical expert for all Nascentia Helpdesk requests.
• Serve as the first point of escalation for the Nascentia Helpdesk team by administering effective frontline assistance to customers where inquiries are beyond the knowledge of Tier I team members
• Properly escalate trouble tickets between Tiers I, II, III and management
• Ensure proper communication on all trouble tickets
• Research difficult problems and provide resolution, documentation and explanation of resolution to the other members of the Helpdesk
• Produce and review weekly helpdesk summary reports and review with supervisor
• Develop and maintain in‑depth knowledge of all Nascentia’s critical systems
• Support inventory system and surrounding processes
• Preform root cause analysis and resolution for reoccurring problems
• Interact with Tier I support calls to ensure proper prioritization and escalation
• Update Knowledge Base with well‑written and illustrated articles

• Bachelor’s Degree or 3+ years IT Support experience preferred.
• In‑depth knowledge of:
  Windows Operating Systems, Android Operating Systems.
• Basic knowledge of:
  Windows Servers, MS Office, Virtual Servers, Network Structure & Security, Active Directory, Antivirus.
• Problem Solving/Analysis & Attention to Detail
• Strong Technical, Communication and Organization skills
• Ability to adapt to change and perform tasks as assigned
• Ability to work in a fast‑paced environment
• Excellent customer service skills and ability to maintain good employee relations

• Speech, visual, and hearing ability sufficient to express and comprehend written and verbal communication
• Ability to sit or stand 80 percent of the day
• Ability to lift 40 pounds
• Bloodborne Pathogens Exposure Category III - Employee who rarely has contact with blood and body fluids

Competitive Salary [This position is an S01/S02 exempt position with a min‑max rate of: $62,353 - $88,792/annually] with:

• 401K with generous Employer match
• On‑Site Gym (free for all employees)
• Tuition Reimbursement
• Partially funded HSA
• Employee Recognition Platform
• Paid Time Off, Holidays, Sick and Extended Sick Leave
• Short/Long term Disability
• Employee Assistance Program (EAP)
• Much More!

Nascentia Health is an Equal Opportunity Employer (EOE).

Employment is contingent upon negative results of a pre‑hire drug screen and background check clearance.