IT Technical Support Specialist

Corporate
Warsaw
2621 E Jefferson St
Warsaw, IN 46580, USA

The Information Technology (IT) Technical Support Specialist is the initial point of escalation for the IT Help Desk and is focused on customer service and documentation within the help desk solution. The Specialist is responsible for performing a variety of daily hardware and software installations and support tasks within the IT department. This position provides staffing backup for the Help Desk positions during on-call rotations and high-call volume need.

The Specialist completes desktop support functions with moderate supervision and elevated proficiency. Documentation within the help desk solution is expected to be thoughtful and complete, allowing those who do follow-up work to engage with the ticket without excessive need for additional investigation or communication.

This position is a regional based position for Dekalb, Steuben, Lagrange, and Noble counties in Indiana. Candidates must be located in Northeastern Indiana.

Below are the primary duties and essential functions of an employee in this position. While not all tasks may be performed by every employee in this role, all employees are expected to perform related tasks as needed. These essential functions must be performed with or without reasonable accommodation.

• Configuration and installation for Desktops, laptops, mobile devices (cell phone, tablet, etc.), mobile carts, printers, scanners, and any other IT supported assets.
• Resolves timely remote technical support via phone, email, remote support, deskside support, and implements corrective solutions.
• Provides backup to the Help Desk staff with phone support, resolving incidents, being fully aware that the Help Desk is the face and voice of the IT department.
• Proactively follow up on IT service requests and incidents until customer confirms resolution.
• Provides installation, configuration, maintenance, and troubleshooting support of computer hardware, software, desktop applications, networks, printers, and computer peripherals.
• Preliminary troubleshooting for software primarily supported by other work groups, sometimes done for investigative purposes.
• Preliminary troubleshooting for network-based issues before advancing issues on to the networking teamwork.
• Moves IT assets as assigned, coordinates all equipment moves with other service departments as needed.
• Replace / dispose of equipment according to IT procedures. Devices with local hard drives (or storage drives of any kind) must be securely disposed of to ensure the continuation of information security.
• Completes a rotation of on-call, as assigned by IT Leadership, adhering to support and process standards and policies regarding on-call for the Technical Support group.
• Cross-trains and orientates on all Technical Support locations.
• Ensures that all corporately used mobile devices, not iOS / Android, are encrypted based on corporate requirements and policies. Support encrypted devices for staff members as needed.
• Able to provide on-call coverage during non-departmental business hours on a rotating basis.
• Works alternative service locations as assigned by IT Leadership, based on need and current projects.
• Commitment to Purpose - Demonstrates a commitment to Bowen's mission, vision and values into organizational decisions and behaviors.
• Developing Expertise - Takes action to continue to develop and acquire new expertise that is of increasing value to the organization.
• Relationships, Conversation and Collaboration - Works as part of a team with others and shows respect and values diversity toward others.
• Service Orientation - Demonstrates efforts to discovering, meeting and advocating for the customers.
• Other duties as assigned.

• Demonstrates commitment to and practices in line with Bowen Health’s core values of respect, integrity, mission and stewardship.
• Enthusiasm and a positive attitude necessary.
• Ability to promote department goals and objectives in a proactive, positive manner.
• Planning, organizing, and follow through on assignments is critical along with managing time pressures and deadlines.
• Must have problem solving capabilities, ability…