DHR Health
Technical Support Specialist II-FT-Days- IT Service Desk Support
DHR Health, Edinburg, Texas, us, 78540
POSITION SUMMARY:
The Technical Support Specialist is responsible for supporting desktop and mobile device hardware and software to ensure end-users can accomplish their daily tasks. This position monitors the ticket queue and handles requests and incidents promptly based on priority. Support is provided in person or remotely. Candidates must have strong interpersonal skills and the capacity to analyze user problems/requirements and make the best recommendations to satisfy the end-users needs. Candidates must possess the ability to quickly determine the cause of an issue and use their best judgment to escalate issues to the appropriate team(s) for resolution. Support Technicians play a key role in building and maintaining customer relationships.
POSITION EDUCATION/ QUALIFICATIONS
:
High school diploma/G.E.D.Associates degree in a related technical discipline preferredCompTIA A+, Network+, or other industry certifications are a plusJOB KNOWLEDGE/EXPERIENCE
:• Four (4) years of recent computer support and troubleshooting experience in an enterprise environment
Excellent verbal, interpersonal, and written communication skills. Comfortable communicating via phone, email, instant messaging, and in-person with peers, management, physicians, end-users, and vendors• Must be able to demonstrate analytical skills with strong problem-solving ability• Must be able to demonstrate software and hardware troubleshooting skills• Experience in servicing desktop, laptop, phone, mobile device hardware, and printers• Working knowledge of remote connectivity software such as R.D.P., Citrix, and V.P.N. clients• Experience with Active Directory: user rights, user administration, and security• Experience with Active Directory: organizational units, groups, and permissions
Proficient in supporting Microsoft Office in an Exchange environment• Experience working with and troubleshooting Microsoft Windows 7 and 10 Professional operating systems• Experience working with and troubleshooting Microsoft Office Suite• Experience working with software and O.S. deployment• Understanding of T.C.P./I.P. and the O.S.I. model• Understand networking terminology and concepts (V.L.A.N.s, Ports, Protocols, etc.)• Excellent verbal, interpersonal, and written communication skills• Advanced problem-solving skills• Willingness to work flexible shifts, including nights, weekends, and holidays• While performing the duties of this job, employees are frequently required to sit, talk, and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus• Ability to work independently or as part of a team• Collaborate with teammates
Demonstrate the ability to conduct themselves professionally while assisting all DHR Health employees
POSITION RESPONSIBILITIES:• Promotes D.H.R.'s mission, vision, and values by effectively communicating them to others. Considers mission, vision, and values in developing services, standards, and practices• Must possess advanced knowledge and a minimum of two years of experience supporting and troubleshooting highly complex computer and data network systems• Identify, diagnose, prioritize, and service requests and incidents• Deliver, set up, and configure end-user desktop, laptop, and mobile computer hardware, software, and peripherals• Utilize ticket tracking software• Monitor and respond quickly and effectively to requests received through the Service Desk• Provide accurate and detailed documentation of incidents and problems, including the steps taken during the analysis and resolution/restoration process• Work with others in Information Services to coordinate various I.T. functions so that solutions and knowledge are shared easily and promptly• Assist in maintaining an inventory of all I.T. hardware and software assets• Assist other Information Services groups during testing and troubleshooting events. Includes replacing cables or parts and working with vendors to ensure everything is working properly.• Answer questions surrounding the installation, usage, and training of hardware and software products.• Possess the ability to learn on the job, especially software applications that you may not be familiar with or use every day.• Assist other members of the Information Services department with hardware/software/network technical assistance as needed• Coordinate timely repair of computer equipment covered by the third-party vendor maintenance agreements• Handle hardware moves that may require lifting, packing, and carrying computer equipment and peripherals• Handle the disposal of the end of life equipment by following A.C.S. standard procedures• Assists with the setup of A.V. and video conferencing equipment for end-users• Ability to shift between projects/tasks to keep up with the workload• Assist and train junior technicians with complex problems as well as end-users as needed• Participates in projects as required• Work a scheduled on-call rotation after normal business hours and on weekends• Experience with desktop encryption methods• Experience with desktop images• Experience with anti-virus technologies and troubleshooting• Experience with iOS and Android, mobile operating systems• Understanding of T.C.P./I.P., D.N.S., D.H.C.P., and V.P.N. configurations• Ability to effectively configure, support, and troubleshoot end-user settings for Microsoft Outlook users in an Exchange environment• Other duties as assigned
The Technical Support Specialist is responsible for supporting desktop and mobile device hardware and software to ensure end-users can accomplish their daily tasks. This position monitors the ticket queue and handles requests and incidents promptly based on priority. Support is provided in person or remotely. Candidates must have strong interpersonal skills and the capacity to analyze user problems/requirements and make the best recommendations to satisfy the end-users needs. Candidates must possess the ability to quickly determine the cause of an issue and use their best judgment to escalate issues to the appropriate team(s) for resolution. Support Technicians play a key role in building and maintaining customer relationships.
POSITION EDUCATION/ QUALIFICATIONS
:
High school diploma/G.E.D.Associates degree in a related technical discipline preferredCompTIA A+, Network+, or other industry certifications are a plusJOB KNOWLEDGE/EXPERIENCE
:• Four (4) years of recent computer support and troubleshooting experience in an enterprise environment
Excellent verbal, interpersonal, and written communication skills. Comfortable communicating via phone, email, instant messaging, and in-person with peers, management, physicians, end-users, and vendors• Must be able to demonstrate analytical skills with strong problem-solving ability• Must be able to demonstrate software and hardware troubleshooting skills• Experience in servicing desktop, laptop, phone, mobile device hardware, and printers• Working knowledge of remote connectivity software such as R.D.P., Citrix, and V.P.N. clients• Experience with Active Directory: user rights, user administration, and security• Experience with Active Directory: organizational units, groups, and permissions
Proficient in supporting Microsoft Office in an Exchange environment• Experience working with and troubleshooting Microsoft Windows 7 and 10 Professional operating systems• Experience working with and troubleshooting Microsoft Office Suite• Experience working with software and O.S. deployment• Understanding of T.C.P./I.P. and the O.S.I. model• Understand networking terminology and concepts (V.L.A.N.s, Ports, Protocols, etc.)• Excellent verbal, interpersonal, and written communication skills• Advanced problem-solving skills• Willingness to work flexible shifts, including nights, weekends, and holidays• While performing the duties of this job, employees are frequently required to sit, talk, and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus• Ability to work independently or as part of a team• Collaborate with teammates
Demonstrate the ability to conduct themselves professionally while assisting all DHR Health employees
POSITION RESPONSIBILITIES:• Promotes D.H.R.'s mission, vision, and values by effectively communicating them to others. Considers mission, vision, and values in developing services, standards, and practices• Must possess advanced knowledge and a minimum of two years of experience supporting and troubleshooting highly complex computer and data network systems• Identify, diagnose, prioritize, and service requests and incidents• Deliver, set up, and configure end-user desktop, laptop, and mobile computer hardware, software, and peripherals• Utilize ticket tracking software• Monitor and respond quickly and effectively to requests received through the Service Desk• Provide accurate and detailed documentation of incidents and problems, including the steps taken during the analysis and resolution/restoration process• Work with others in Information Services to coordinate various I.T. functions so that solutions and knowledge are shared easily and promptly• Assist in maintaining an inventory of all I.T. hardware and software assets• Assist other Information Services groups during testing and troubleshooting events. Includes replacing cables or parts and working with vendors to ensure everything is working properly.• Answer questions surrounding the installation, usage, and training of hardware and software products.• Possess the ability to learn on the job, especially software applications that you may not be familiar with or use every day.• Assist other members of the Information Services department with hardware/software/network technical assistance as needed• Coordinate timely repair of computer equipment covered by the third-party vendor maintenance agreements• Handle hardware moves that may require lifting, packing, and carrying computer equipment and peripherals• Handle the disposal of the end of life equipment by following A.C.S. standard procedures• Assists with the setup of A.V. and video conferencing equipment for end-users• Ability to shift between projects/tasks to keep up with the workload• Assist and train junior technicians with complex problems as well as end-users as needed• Participates in projects as required• Work a scheduled on-call rotation after normal business hours and on weekends• Experience with desktop encryption methods• Experience with desktop images• Experience with anti-virus technologies and troubleshooting• Experience with iOS and Android, mobile operating systems• Understanding of T.C.P./I.P., D.N.S., D.H.C.P., and V.P.N. configurations• Ability to effectively configure, support, and troubleshoot end-user settings for Microsoft Outlook users in an Exchange environment• Other duties as assigned