ICBD Holdings LLC
IT Support Specialist II
ICBD Holdings LLC, Franklin, Tennessee, us, 37068
Description
IT Support Specialist II - ABA Centers of America
Hendersonville, TN
About ABA Centers of America
ABA Centers of America is a healthcare startup experiencing steady growth while revolutionizing the autism care field. We provide ABA (Applied Behavior Analysis) therapy and diagnostic services to our clients and families in our centers, in homes, and in the community. Our teams also support a small group of affiliated addiction treatment centers and related companies.
We are currently in 9 states with over 30 clinical service areas, and our roadmap will bring us to 10 states and more than 50 clinical service areas over the next 12-24 months. We have the resources and talent usually found at a more mature organization, including fully staffed teams to support marketing, IT, accounting, and clinic growth.
Growth Opportunity
Are you an experienced IT professional looking to make the next move in your career with a growing, innovative company where you can truly make a difference in the lives of kids and families?
Our IT Support Specialist II provides technical support to maintain our computer systems and ensure optimal performance so that end users can maintain high productivity. The successful candidate will work with a team to execute a roadmap with specific tasks related to security, networking, phone system, system adoptions, etc.
What You'll DoProvide first-contact support of incoming requests to the service desk via web portal, email, ticket system, and chat to ensure courteous, timely, and effective resolution of end-user issuesRecord, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolutionUse remote tools and diagnostic utilities to aid in troubleshootingResearch solutions through internal and external knowledgebase as neededPerform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determinedTest fixes to ensure the problem has been adequately resolvedDevelop help sheets and FAQ lists for end usersContribute to technician knowledgebase and trainingReinforce SLAs to manage end-user expectationsProvide suggestions for continual improvementSupporting all levels of users, including executive support for C-Suite staffActing as Team Lead for other Technical Support StaffRequirements
Education/Experience and Other Requirements
Bachelor's degree in Information Technology or Computer ScienceA+, Network+, and/or Microsoft Certified Professional5+ years in IT supportMac and iOS experienceFlexibility to work evenings (and weekends if necessary)Willingness to submit to drug and background screeningsExpertise Needed
Expert knowledge of computer hardware, including Dell, Microsoft, and Lenovo systemsExperience with desktop and server operating systems, including Windows OS, Mac OS, iOS, and AndroidExtensive application support experience with Office365, Azure, Microsoft Office, Adobe Creative Cloud, Mimecast, Active Directory, TeamViewer, Virtualization, Multi-Factor Authentication tools, and JiraWorking knowledge of a range of diagnostic utilitiesFamiliarity with the fundamental principles of ITIL
IT Support Specialist II - ABA Centers of America
Hendersonville, TN
About ABA Centers of America
ABA Centers of America is a healthcare startup experiencing steady growth while revolutionizing the autism care field. We provide ABA (Applied Behavior Analysis) therapy and diagnostic services to our clients and families in our centers, in homes, and in the community. Our teams also support a small group of affiliated addiction treatment centers and related companies.
We are currently in 9 states with over 30 clinical service areas, and our roadmap will bring us to 10 states and more than 50 clinical service areas over the next 12-24 months. We have the resources and talent usually found at a more mature organization, including fully staffed teams to support marketing, IT, accounting, and clinic growth.
Growth Opportunity
Are you an experienced IT professional looking to make the next move in your career with a growing, innovative company where you can truly make a difference in the lives of kids and families?
Our IT Support Specialist II provides technical support to maintain our computer systems and ensure optimal performance so that end users can maintain high productivity. The successful candidate will work with a team to execute a roadmap with specific tasks related to security, networking, phone system, system adoptions, etc.
What You'll DoProvide first-contact support of incoming requests to the service desk via web portal, email, ticket system, and chat to ensure courteous, timely, and effective resolution of end-user issuesRecord, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolutionUse remote tools and diagnostic utilities to aid in troubleshootingResearch solutions through internal and external knowledgebase as neededPerform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determinedTest fixes to ensure the problem has been adequately resolvedDevelop help sheets and FAQ lists for end usersContribute to technician knowledgebase and trainingReinforce SLAs to manage end-user expectationsProvide suggestions for continual improvementSupporting all levels of users, including executive support for C-Suite staffActing as Team Lead for other Technical Support StaffRequirements
Education/Experience and Other Requirements
Bachelor's degree in Information Technology or Computer ScienceA+, Network+, and/or Microsoft Certified Professional5+ years in IT supportMac and iOS experienceFlexibility to work evenings (and weekends if necessary)Willingness to submit to drug and background screeningsExpertise Needed
Expert knowledge of computer hardware, including Dell, Microsoft, and Lenovo systemsExperience with desktop and server operating systems, including Windows OS, Mac OS, iOS, and AndroidExtensive application support experience with Office365, Azure, Microsoft Office, Adobe Creative Cloud, Mimecast, Active Directory, TeamViewer, Virtualization, Multi-Factor Authentication tools, and JiraWorking knowledge of a range of diagnostic utilitiesFamiliarity with the fundamental principles of ITIL