Information Systems Specialist

Performs a variety of complex IT support activities including: maintenance, software installation, day-to-day end-user support and training tasks to ensure end-user workstations and network performance meet organization and user requirements. Provides support to staff on all company-supported applications. Troubleshoots complex computer problems, determines source and advises on appropriate action. Completes application project-based work. Performs responsibilities in accordance with all company standards, policies and procedures. Ensures productivity expectations, customer service and compliance standards are maintained. Abides by the organization s mission in performing job duties. Demonstrates an understanding of and commitment to quality healthcare and excellent customer service.

Essential Job Functions & Expectations
Provides all levels of help-desk technical support of all organization standard applications to end-users including but not limited to: login and connection and printer problems, application issues, hardware issues, server problems, and recovery of data.
Receives, evaluates and prioritizes requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
Accurately logs and tracks requests including obtaining requester name, date of request, description of issue, determine level of issue and priority of response. Upon resolution promptly communicates closure of ticket to requester.
Tracks assigned tickets to ensure timely closure and follows up to confirm problems and issues are resolved to client satisfaction. Reports and proactively pursues aged, open tickets.
Responds and resolves requests, escalating when necessary.
Ensures calls are received in a courteous, helpful and professional manner.
Conducts business systems analysis appropriate to the department s specific needs; recommends solutions to increase productivity and efficiency; evaluates and/or participates in the evaluation of technology products and solutions; consults with clients, users, vendors, and other providers of systems on the design and feasibility of proposed systems and modifications; estimates cost and timing of systems modifications and new systems development; presents recommendations to management or higher-level technical staff.
Mentors and works closely with other IT staff to ensure clear communication on outstanding issues and user problems. Works as a team to distribute outstanding support problems and/or requests to even workload, establish priorities and meet deadlines.
Communicates information regarding outages to all impacted users in advance when planned and when known in response to an outage. Advises users when systems return to functionality.
May maintain phone directory for organization. Informs users of directory updates.
Performs installation, configuration and upgrades of desktop hardware and software as determined by office and company established procedures.
Tests and prepares documentation, IT procedures, reports, specifications, and program descriptions for commercial software applications; prepares operating instructions, training materials, and user manuals.
Performs System Administration support including exchange server management, active directory management, backup and restore data, SQL server access for vendor maintenance, and support of specialized applications for various departments.
Conducts CISCO VOIP (Phone System, Voice Mail, Contact Center) maintenance and management
Provides basic Network Administration IT activities.
Provides user support for all office peripheral equipment and its proper maintenance, including printers, scanners, signature pads, phones, teleconferencing and audiovisual equipment.
Provides IT department support for special projects or offer additional backup support as needed.
May function as a technical lead or resource to the department on specific applications, data, or web related projects; may train, mentor, and review work of less experienced technical staff in assigned specialty area.
Coordinates support line for business hours phone availability, off-hours email for non-emergencies and off-hours phone availability for emergencies. In conjunction with IT team members, ensures support is always available.
Performs data backups according to company procedures.
Responsible for adhering to company established security procedures.
Responsible for ensuring that the IT assets (hardware, software, network infrastructure, phone, etc.) inventory is accurate and current.
Responsible for maintaining proper inventory levels for new hires; replacement of frequently needed parts and redundancy factors; and communicating low inventory levels.
Embraces the organization s In This Together customer service standards and uses them with internal and external customers.
Ensures achievement of agency goals, vision and mission.

Minimum Education:
High School diploma or equivalent.

Minimum Experience:
Must have 6 years of experience in any of the following: desktop support, system administration or network administration. An Associate s or Bachelor s Degree in Information Technology or equivalent discipline may be substituted for up to 4 years of relevant experience. Preferred experience: Hardware troubleshooting/repair experience (PC's, laptops, printers, other peripherals); Client application support (NextGen, Outlook, OWA, Exchange Server, Active Sync); Software support (Windows Win7, Win 10, MS Office, Internet Browsers, Anti-Virus); Remote user support (Citrix, Terminal Services, VPN, Wireless); Windows Server (2003,2008,2012,2019) experience (User account creation/management, permissions, security); Remote and wide-area software deployment.
Required Licenses or Certifications:
A certification desired. Network or Security certification preferred.