IT Support Specialist

CLASSIFICATION/STATUS: Non-exempt, Full Time, Temporary

IMMEDIATE SUPERVISOR: Systems Administrator – Support Supervisor

SUPERVISORY RESPONSIBILITIES: None

WHO YOU ARE:

YOUR ROLE & IMPACT

The IT Support Specialist I participates in IT hardware or software deployment projects, as well as installations, such as new desktops, laptops, printers, phones, copiers or other devices. The IT Support Specialist I will provide technical support to end users, respond to help requests from the IT helpdesk phone and email channels, and triage support requests. The IT Support Specialist I will support end users on mobile devices, with remote connectivity, peripherals, and any hardware or software issues, and complete other duties as assigned by the Systems Administrator – Support Supervisor.

YOUR RESPONSIBILITIES

• Diagnose and resolve Level 1 and 2 technical issues originated from end users by use of ticketing system and remote management.
• Prioritize escalation procedures for advanced or intricate help requests after initial troubleshooting, engaging the Support Supervisor as warranted.
• Utilize diagnostic utilities for effective troubleshooting.
• Serve as the first point of contact to diagnose and resolve level one technical issues originating from end users by use of ticketing system, phone calls, walk-ins and remote management.
• Assist in the development and deployment of employee IT training initiatives.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Conduct configuration, maintenance, upgrades, and troubleshooting for workstations, laptops, mobile devices, and printers.
• Install, configure, and document various software packages upon end-user request, contingent upon proper approvals.
• Act as a liason between end-user and EHR Analyst for software/hardware related issues.
• Facilitate onboarding processes for new employees, including account creation and hardware/software provisioning.
• Uphold workstation security through routine patch management, antivirus updates, and performance tuning.
• Perform remote support for computing equipment and peripherals, including wireless and mobile devices.
• Administer support for Microsoft Outlook 2016 within an Office365 cloud-based architecture.
• Assist in the training and orientation of new staff in the use of hardware and software.
• Provide proficient support for network equipment, including Meraki, Cisco, and Ubiquiti.
• Support end users with audio/video conferencing capabilities for meetings and presentations.
• Act as a liaison between end-user and EHR Analyst for software/hardware related issues.
• Perform fixes on remote computing equipment, peripherals, wireless and cell devices.
• Perform hands-on fixes at the end-user level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Participate in vulnerability management initiatives and troubleshooting.Test fixes to ensure problem has been adequately resolved.
• Develop and maintain comprehensive documentation concerning support services.
• Engage with external vendors for hardware repair and maintenance tasks.
• Perform post-resolution follow-ups with end users as required.
• Manage VPN client connections including setup, troubleshooting, and diagnosis.
• Utilize diagnostic utilities for effective troubleshooting.
• Test fixes to ensure problem has been adequately resolved.
• All other duties as assigned by the Support Supervisor.

YOUR QUALIFICATIONS, COMPETENCIES, TRAITS

MUST HAVE SKILLS:

Tier 1:

• Minimum 2 years experience of: operating system support including Microsoft Windows 10; and equipment support (projectors, LANs, personal/network printers).
• Minimum 2 years service experience with Microsoft Active Directory and related technologies including DNS, DHCP, GPO.
• Minimum 2 years IT experience of: server support in a Windows environment, preferably in the health care industry; and laptop encryption.
• Minimum 1 year experience of: Solarwinds Service desk or other industry helpdesk software; application support with MS Office 2016 and later, Adobe products, SharePoint.
• Generalist knowledge in various IT areas, such as networking, desktop support, and security preferred.
• Working knowledge of a range of diagnostic utilities (Dameware and others) preferred.
• Experience working in secure environments and supporting remote security tools preferred.
• Excellent ability in written and oral communication and documentations skills preferred.
• Experience working in a team-oriented, collaborative environment, with solid follow up skills preferred.
• Technical knowledge of PC hardware, including Dell and HP preferred.
• Working technical knowledge of current network protocols, operating systems, and standards, including wireless networking protocols preferred.
• Working knowledge of Avaya phone systems preferred.
• Knowledge of EHR systems, specifically Epic, NextGen, preferred.
• MCITP, A , network certifications preferred.

Tier 2:

• Minimum 5 years experience of: operating system support including Microsoft Windows 10 and Microsoft Server 2008 – 2019; and equipment support (projectors, LANs, personal/network printers).
• Minimum 4 years service experience with Microsoft Active Directory and related technologies including TCP/IP, DNS, DHCP, GPO.
• Minimum 2 years experience of: industry helpdesk software; application support with MS Office 2016 and later, Adobe products, SharePoint, Meraki; handheld device support including Apple, and other smartphones, plus tablet devices.
• Generalist knowledge in various IT areas, such as networking, and desktop support.
• Working knowledge of a range of diagnostic utilities (Dameware and others).
• Experience working in secure environments and supporting remote security tools.
• Excellent ability in written and oral communication and documentations skills.
• Experience working in a team-oriented, collaborative environment, with solid follow up skills.
• Technical knowledge of network and PC hardware, including Dell and HP.
• Hands-on hardware troubleshooting experience.
• Working technical knowledge of current network protocols, operating systems, and standards, including wireless networking protocols.
• Working knowledge of phone systems, Avaya preferred.
• Knowledge of EHR systems, specifically Epic, preferred.
• MCITP, A , network certifications a plus.

MUST HAVE TRAITS

• Ability to prioritize and manage multiple tasks and projects concurrently to meet deadlines.
• Strong organizational skills and outstanding attention to detail.
• Ability to stay on task, communicate status updates to stakeholders, and guide others.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Must be able to work with users with limited technical knowledge in remote and non-remote capacities.
• Must be self-reflective, open to feedback, able alter communication style based on the audience.
• Must be able to work in an environment where there are constant interruptions while maintaining deadlines.
• High level of integrity, confidentiality, and transparency.
• Experience in diverse culture preferred.
• Availability to travel to alternate business sites as needed.
• Must be able to work on weekends and beyond normal business hours when required.
• Experience in diverse culture preferred with strong commitment to promoting Diversity Equity and Inclusion and reducing inequities.

WHO WE ARE & WHAT WE DO

Charles River Community Health’s mission is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them.

CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 13,500 patients annually, and 90% of those served are low income, while over 70% need services in a language other than English.

We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community.

We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients. We also advocate for the needs of our patients, the community, and public health causes.

OUR PROMISE

If you are passionate about providing service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as IT Support Specialist I rewarding and impactful! You will also find a partner in your career path goals and trajectory!

OUR BENEFITS & PERKS

Medical Vision, & Dental Insurance

Short, Long-term Disability, and Life Insurance

Generous Paid Time Off

Flexible Spending Account

Employee Assistance Program

Tickets at Work

Health Reimbursement Arrangement

Travel Reimbursement

Professional Development Opportunities

Solid track record of developing and promoting employees internally!

Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, CRCH will better serve our local communities and continue to provide quality patient care and services. CRCH is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, CRCH prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.