Technical Support Specialist II
On-siteGrand Rapids, Michigan, United States
Job Summary
Receive incoming technical support requests from hospital staff via phone, email, or electronic submission and document all tickets in service ticket software. Troubleshoot and resolve hardware, software, and network connectivity issues remotely or in person within defined service level agreements. Perform minor hardware repairs, deploy solutions for user requests, modify network access, and develop workarounds for known issues to minimize disruption. Escalate advanced problems to administrators, collaborate with vendor support, and facilitate asset management through accurate documentation of moves, adds, and changes. Maintain knowledge of enterprise operating systems and applications while contributing to quality improvement efforts and participating in a rotating on-call schedule for after-hours support.
Required Qualifications
- An Associate's Degree or equivalent certification(s) or training/work experience in the computer field
- Experience providing direct technical support to users in a business/enterprise setting
- Experience troubleshooting and correcting complex hardware and software problems
- Experience troubleshooting and diagnosing network connectivity failures
- Experience supporting standard IT business environments/tools including, but not limited to: Microsoft Windows desktop operating system
- Experience supporting standard IT business environments/tools including, but not limited to: Microsoft Office productivity software (local and cloud-based applications)
- Experience supporting standard IT business environments/tools including, but not limited to: Microsoft Active Directory/Group Policy
- Experience supporting standard IT business environments/tools including, but not limited to: Microsoft Outlook/Exchange or other enterprise email solutions
- Experience supporting standard IT business environments/tools including, but not limited to: Multi-line business phone systems
- Experience supporting standard IT business environments/tools including, but not limited to: IT service ticket management software
- Excellent customer service skills
- Excellent written and verbal communication skills to both technical and non-technical audiences
- Excellent organizational skills with the ability to multi-task
- Ability to follow through and complete approved projects and resolve problems to the satisfaction of the customer and within stated service level agreements/guidelines
- Ability to interact effectively with all staff (technical and non-technical)
- Reliable transportation and the ability to travel to remote sites when required
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