IT Support Specialist
Core
Provide efficient and effective IT support by diagnosing, troubleshooting, and resolving technical problems to ensure smooth operations and minimize downtime.
Role type
IT Support Specialist
Builds
Internal IT operations and user productivity
Domain
Healthcare IT / General IT Support
Required skills
ticket management, hardware setup and configuration, knowledge base utilization, documentation improvement, inventory management, stakeholder communication
Preferred skills
Windows and macOS operating systems, Microsoft Office applications, customer service, attention to detail, independent work
Responsibilities
Serve as initial point of contact for end-users seeking technical assistance via tickets, phone, or email; Respond to customer inquiries and technical issues within the defined SLA; Utilize Knowledge Base articles to resolve issues in real time; Get clarifying information for tickets that need to be escalated to more senior staff; Assist end users in setting up and configuring laptops and phones; Identify documentation that needs to be updated and make necessary recommendations to make documentation clearer; Manage and prioritize support tickets to ensure timely resolution of customer issues; Continuously improve processes and procedures related to technical support; Assist in the inventory management of IT equipment; Meet in person with internal and/or external stakeholders to facilitate team and business priorities/opportunities.
Seniority
Entry-level to Mid-level, hands-on IC