IT Technical Support Specialist

The Information Technology (IT) Technical Support Specialist is the initial point of escalation for the IT Help Desk and is focused on customer service and documentation within the help desk solution. The Specialist is responsible for performing a variety of daily hardware and software installations and support tasks within the IT department. This position provides staffing backup for the Help Desk positions during on-call rotations and high-call volume need. The Specialist completes desktop support functions with moderate supervision and elevated proficiency. Documentation within the help desk solution is expected to be thoughtful and complete, allowing those who do follow-up work to engage with the ticket without excessive need for additional investigation or communication.

Duties/Responsibilities

Below are the primary duties and essential functions of an employee in this position. While not all tasks may be performed by every employee in this role, all employees are expected to perform related tasks as needed. These essential functions must be performed with or without reasonable accommodation.

• 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 teamwork.
• 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 (or storage drives of any kind) must be securely disposed of to ensure the continuation of 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 orientates on all Technical Support locations.
• Ensures that all corporately used mobile devices, not iOS / Android, are encrypted based on corporate requirements and policies. Support 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.
• Commitment to Purpose - Demonstrates a commitment to Bowen's mission, vision and values into organizational decisions and behaviors.
• Developing Expertise - Takes action to continue to develop and acquire new expertise that is of increasing value to the organization.
• Relationships, Conversation and Collaboration - Works as part of a team with others and shows respect and values diversity toward others.
• Service Orientation - Demonstrates efforts to discovering, meeting and advocating for the customers.
• Other duties as assigned.
  
  

Required Skills/Abilities

• Demonstrates commitment to and practices in line with Bowen Health’s core values of respect, integrity, mission and stewardship.
• Enthusiasm and a positive attitude necessary.
• 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.
• Must have problem solving capabilities, ability to function under pressure, and ability to adapt to a changing environment.
• Must be willing to encourage others to avoid the negative and always reinforce a positive environment.
• Strong propensity for managing up, team orientation, and responsibility in the chain of owning and learning from mistakes is essential.
• Experience with Windows, MacOS, iOS, Android, VoIP phones, printers, and peripheral devices.
  
  

Required Qualifications

• Education: Associate degree in IT or related field.
• Experience: Prefer two (2) years of experience in IT.
• Certificate or Professional License: No Certificate or Professional License required.
• Valid driver’s license and active auto insurance coverage.
• Satisfactory results from criminal and driving record background checks
• >As a State-Of-the-Art Healthcare Organization and a Federal Contractor Agency – we require all individuals who join Team Bowen to receive a flu shot to further protect our staff and the patients we serve. There are options for exemption applications, but approval is not always guaranteed.
  
  

Promise of Equal Opportunity and Fostering a Fair and Respectful Workplace:

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. Bowen Health is dedicated to creating opportunities for all employees to thrive and support our mission of compassionate care.