Tier II IT Service Desk

The IT Support Specialist will be responsible for working mostly in a remote and/or onsite support role of our customers throughout East TN. The majority of our customers are in the Healthcare industry, so professionals with customer service knowledge and experience are required. 

Responsibilities:

·      Utilize our tools and various technologies to provide a variety of services to end-user clients

·      Provide Escalated Remote IT Support to End-Users on a day to day basis

·      Provide Escalated Onsite IT Support to End-Users on a day to day basis

·      Troubleshoot, Diagnose and Resolve IT Problems related to

·      Microsoft Windows Servers

·      Microsoft Office365 and related technologies

·      Microsoft Azure and Amazon Web Services

·      Routers, Switches, Firewalls, Access Points & Other Network Devices

·      VMWare & Citrix Server and Desktop Virtualization Technologies

·      Microsoft Windows10 Operating System

·      A variety of desktop applications such as Office, Adobe Acrobat, Quickbooks, etc

·      A variety of healthcare applications related to practice management and electronic medical records.

·      Communicate clearly and effectively in a written and oral fashion

·      Manage personal time effectively and keep up with tickets, time and notes related to work performed

·      Be available to be on 24/7 call on a rotation with other team members

·      Other tasks or duties as assigned or required

To be considered for this position you should have a history demonstrating:

·      Be self-initiating with a positive attitude and high level of confidence

·      Technical and relational discernment to manage complex situations

·      Highly customer-focused mindset

·      Effective communications verbally and written

·      The ability to prioritize and execute tasks with limited supervision

You will be measured by the following outcomes:

·      Maintain agreed number of tickets and tasks individually, and team wide, that are completed in a timely manner according to the company SLA.

·      Update customers, service coordinator and fellow team members who may be involved with assigned tickets and tasks as needed and in accordance with company SLA.

·      Maintain a daily timesheet and records of your accomplished work.

·      Complete assigned technical certifications to ensure growth in technical proficiencies.

·      Maintaining individual and corporate Customer Happiness goals as defined.

You should have qualifications and/or experience as follows:

·      High school degree, Associates, Bachelors or Technical Degree Desired

·      2-5 Years IT Experience

·      Strong desktop operating system and applications knowledge

·      Strong understanding and experience with ALL Microsoft Windows Server & Application technologies

·      Strong understanding and experience with Microsoft Office365

·      Fundamental knowledge and understanding of networking technologies including TCPIP, Routing & Switching, Firewall Policy Management, Remote Access

·      Knowledge and some experience with Virtualization Technologies from Citrix and/or VMWare

Bonus Points:

·      Background in IT Managed Services

·      Certifications: Microsoft, VMWare, Citrix, Cisco, Citrix, Fortinet, CompTIA

·      Associates or Bachelors in Computer Science or related field

·      Microsoft Windows Server, Active Directory and Exchange

·      Citrix and VMWare

·      Networking/Switching hardware

·      Firewall, EDR, MDR, SEIM, and other Security Technologies

·      Backup and Recovery software

·      EMR/EHR/Practice Management Experience