IT Technical Support Specialist

IT Technical Support Specialist – Bowen Health

The Information Technology (IT) Technical Support Specialist is the initial point of escalation for the IT Help Desk and focuses on customer service and documentation within the help desk solution. The Specialist performs daily hardware and software installations and support tasks within the IT department and provides staffing backup for Help Desk positions during on‑call rotations and high‑call volume periods. Desktop support functions are completed with moderate supervision and elevated proficiency, and documentation within the help desk solution is expected to be thoughtful and complete.

Must be located in Northeastern Indiana.

• 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 team.
• 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 must be securely disposed of to ensure 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 orients all Technical Support locations.
• Ensures that all corporately used mobile devices, not iOS/Android, are encrypted based on corporate requirements and policies. Supports 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.
• Demonstrates commitment to Bowen's mission, vision and values in organizational decisions and behaviors.
• Takes action to continue to develop and acquire new expertise that is of increasing value to the organization.
• Works as part of a team with others and shows respect and values diversity toward others.
• Demonstrates efforts to discover, meet and advocate 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.
• Strong customer service skills.
• 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.
• Problem‑solving capabilities, ability to function under pressure, and ability to adapt to a changing environment.
• Willingness to encourage others to avoid negativity and reinforce a positive environment.
• Strong propensity for managing up, team orientation, and responsibility in the chain of owning and learning from mistakes.
• Experience with Windows, MacOS, iOS, Android, VoIP phones, printers, and peripheral devices.

• Associate degree in IT or a related field.
• Prefer two (2) years of experience in IT.
• No certificate or professional license required.
• Valid driver’s license and active auto insurance coverage.
• Satisfactory results from criminal and driving record background checks.
• Flu shot required; exemptions may be considered but approval is not guaranteed.

Bowen Health is an equal opportunity employer committed to fostering an inclusive, diverse and respectful workplace. We comply with all applicable laws, including the ADA and OSHA regulations, and provide reasonable accommodations for qualified individuals with disabilities. Safety is a priority for all employees. Bowen Health prohibits discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or other protected statuses.

Seniority level:
Entry level

Employment type:

Full‑time

Job function:
Information Technology

Industry: Medical Practices

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