at Memorial Medical Center in Springfield, Illinois, United States
Job Description
Technical Support Specialist II
Job Locations
US-IL-Springfield
ID
2023-15961
Category
Information Services
Position Type
Full-Time
Overview
The ultimate goal is to provide quality customer service to enhance the quality of patient care. Under general supervision, the Customer Support Specialist II will provide day-to-day customer service and support for all customers and clients of Memorial Health System, 24x7x365, including but not limited to answering incoming calls, troubleshooting issues related to software, hardware, network, account access, and documenting of all courses of action taken to resolve or escalate the issues within the ticket tracking system. Assist with project work, testing of equipment, and research and provide resolutions for 2nd level support issues. Works closely with other IS Support team members and technical personnel to determine exact nature of issues and resolutions and communication of outages when appropriate.
This role is an overnight shift. The day's and hours are listed below, we do have shift differential which will be discussed in a recrutier call.
Sunday - 6:00pm - 6:30am
Monday - 10:00pm - 6:30am
Friday - 10:00pm - 6:30am
Saturday - 6:00pm - 6:30am
Qualifications
Education:
Associates Degree in computer science or related field required. Two years of experience with personal computers and Microsoft Windows Operating Systems may be considered in lieu of degree.
Licensure/Certification/Registry:
If applicable based on individual job responsibilities, must possess a valid Illinois driver's license and must be deemed as an acceptable driver in accordance with the MHS Fleet Safety Policy (five year MVR will be required).
Experience:
Minimum three years of hands on experience with hardware, including but not limited to, desktops, laptops, printers, scanners and mobile devices
Minimum of two years of experience with software, including but not limited to, Microsoft Windows 7 operating system, Microsoft Office 2007 or above, remote desktop tools, Helpdesk ticketing software, Active Directory, Citrix, Symantec antivirus and Adobe products
Experience in answering calls, ability to understand customer's issues and questions, resolving issues over the phone or remotely, and ability to communicate using non-technical verbiage.
Experience with networking and web-based applications and technologies preferred.
Other Knowledge/Skills/Abilities:
Ability to document in detail the issue being reported, steps taken to resolve or attempt to resolve and to escalate to the appropriate support team as needed.
Well-developed customer service, communication, interpersonal, organizational, decision-making, and problem solving skills.
Highly effective written/verbal communication and task management skills required.
Ability to adapt quickly to changes in a fast paced IS environment, changes in priorities, and to learn quickly and under pressure.
Possesses the ability to regularly lift, push, and pull up to 50 pounds.
Availability to participate in nights and weekends 'on-call' rotation and rotation for holiday coverage as required for providing 24x7x365 support.
Assist with training team members to improve skill sets and disseminate knowledge.
Responsibilities
Provide first and second level support to customers and clients according to defined service level agreements.
Triage, find resolutions, and/or provide possible work around for customer related issues and inquiries within the requirements of MHS IS policies and procedures.
Communicate and coordinate with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
Provide good customer service by deescalating customer frustration with technological issues in order to provide solutions and resolutions for customer
Accurately and succinctly identify and communicate customer issues to various IT Division teams for appropriate distribution and identification of issues.
Document and update all customer information, details related to customer issues, steps taken to resolve or attempt to resolve and escalation to appropriate IS support teams as defined in the support documentation.
Perform troubleshooting and repair on desktop hardware including computers, laptops, peripherals, printers, scanners, pagers, etc.
Perform troubleshooting steps on network connectivity issues.
Acts as liaison between Customer departments, Information Management and software vendors to resolve problems, answer questions and complete requests for service while demonstrating... For full info follow application link.
Memorial Medical Center is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.
