IT Support Specialist (103293)

## Description
**Job Summary**
The IT Support Specialists is responsible for Maintaining and administering computer networks and related
computing environments, including computer hardware, systems software, application software, and all
configurations.
**Duties and Responsibilities**

• Support Windows 11 fat clients and WYSE Thin OS thin clients
• Proficiency with Active Directory 2016 and & Entra ID with the ability to adapt AD to meet business needs
• Familiarity with Medical application support (password resets, account permissions, and troubleshoot printing issues)
• Overall understanding of TCP/IP networks and phone systems
• Laptop and desktop computer imaging, setup, and configuration
• Ability to communicate complex technical issues to both technical and non-technical audiences
• Creation and upkeep of computer images to ensure standardized configurations across systems
• Generate technical support documentation, contributing to both the tech and user knowledge bases
• Document incidents and requests according to ITIL standards
• Extensive use of a ticket system (Remedy, Heat, Web Help Desk, etc.)
• Provide Level 1 local and remote support for issues related to computer systems, software and hardware; Investigates error messages and determines resolution; Reinstalls program or replaces files that are causing errors
• Maintain phone system including resetting passwords, updating workstation extensions, monitor queue logins, maintain supervisor rights and monitor IP phone quality
• Documents, tracks and monitors user issues to ensure proper resolution and tracking
• Responsible for setting up, maintain and supporting all branch locations including new sites and new users; responsible for all hardware and software installations and configuration
• Be the point of contact for vendor support and troubleshooting
• Maintain a HIPAA compliant work environment
• Responsible for working with the following technologies: AD setup and maintenance, VoIP phone and fax support, email set up and maintenance, DNS/DHCP, antivirus support, server backups and user access rights
• Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service
• Performs other duties that may be necessary or in the best interest of the organization

## Qualifications
**Experience Requirements**

• 2-4 years information technology, computer science or related field experience
• Minimum 2 years supporting PC’s and servers in an enterprise environment
• A+, Net+ or Serv+ certifications strongly preferred
• Experience with MS Windows 11, Server 2016+, MS Office Suite, IP networks and subnets, active directory accounts and GPO, Network and USB printers/scanners, Login batch files
• Ability to work under time restraints and pressure while maintain accuracy and quality of work

**Knowledge, Skills and Abilities Requirements**

• Proficient in Microsoft Operating Systems and Applications (Windows, Windows Server, Office)
• Exceptional analytical and logical troubling shooting skills for Computer and Network issues
• Windows Server Administration (Active Directory, DNS, File, User provisioning, Printing)
• Hardware and Software provisioning (Imaging, Machine setup/build, software installation, troubleshooting)
• MS Exchange / Outlook support
• Network Infrastructure Administration (Firewall, IP Addressing, Monitoring, Security, Switches, Wireless)
• Storage and Disaster Recovery Knowledge
• Customer-focused with excellent written, listening and verbal communication skills
• Ability to follow or provide verbal & written instructions with sufficient grammar and spelling
• Specialty knowledge of systems relating to job function
• Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines

**Supervisory Responsibilities**

• This position has no supervisory responsibilities.