IT Technical Support Specialist III / Service Desk Technician

5-7 + years Industry Experience
Must have demonstrated aptitude and passion for patient care to work.
Must have demonstrated experience as a problem solver.
Must have experience implementing technologies form end-to-end.
Must have demonstrated experience increasing quality of the environment over time. 

REQUIRED QUALIFICATIONS & ATTRIBUTES: 
•Strong customer service and documentation skills 
•Strong verbal and written communication skills 
•Ability to identify and execute predetermined procedures 
•Demonstrated success managing multiple priorities while delivering results 
•Experience troubleshooting and resolving basic network problems 
•Experience performing routine maintenance on laptop and desktop hardware 
•Experience installing and administrating a Microsoft workstation environment 
•Experience administrating Microsoft Active Directory Users and Computers 
•Experience administrating Microsoft Exchange and Exchange Online Mailboxes/Users 
•Experience provisioning and administrating end-user telephony devices 
•Experience deploying and administrating backend telephony services 
•Experience installing, configuring, and updating Windows Server Operation Systems 
•Experience installing and configuring workstation and server applications 
•Experience implementing and administrating Mobile Devices via Mobile Device Management 
•Demonstrated ability to follow directions and deliver results individually and as a team member 
•Demonstrated ability to establish and maintain effective working relationships with other employees, vendors, and customers 
•Understands, adheres to and effectively communicates company polices and procedure 
•CompTIA A+, N+, CCNA, Microsoft or other industry certification(s) 
•Associate degree in a computer-related technology field or equivalent industry experience 
•Possess a valid driver’s license and a good driving record 
•Maintain a professional appearance as a representative of the company 

MAJOR AREAS OF RESPONSIBILITY:  
•Answer inbound calls participating in a Service Desk queue 
•Create, work and document tickets for Customers 
•Provide technical customer support via telephony and e-mail ticketing 
•Acknowledge and set expectations with Customers in a timely fashion 
•Troubleshoot advanced complex technical problems, document results and escalate as needed 
•Resolves escalated issues from others on the team 
•Provision, maintain and retire Active Directory accounts and information 
•Provision, maintain and retire Exchange mailboxes and resources 
•Provision, configure and ship mobile devices to Customers (Samsung, Apple, etc.) 
•Provide end-user support for mobile devices (Samsung, Android, SOTI, etc.) 
•Identify and purchase end-user equipment (desktop, laptop, monitors, peripherals, etc.) 
•Receive and document receipt of goods for incoming orders 
•Install and configure workstation operating systems (Microsoft Windows) 
•Install and configure workstation applications (Microsoft, Adobe, VPN Client, etc.) 
•Measure and maintain inventory levels of supplies (keyboards, mice, headsets, etc.) 
•Troubleshoot end-user device network connectivity (Wired, wireless, VPN, etc.) 
•Install, configure and troubleshoot peripheral devices (printers, scanners, media, etc.) 
•Troubleshoot, coordinate and verify hardware warranty repairs (HP, etc.) 
•Installs application and server operating system updates and patches 
•Improve processes by identifying and implementing scalable solutions 
•Leads team meetings and regular reporting/status reporting 
•Other reasonable duties assigned by Manager