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IT Systems Specialist II

at Spectrum Healthcare Partners in South Portland, Maine, United States

Job Description

Spectrum Healthcare Partners is Maine’s largest multi-specialty, physician-owned and directed professional organization and is comprised of over 200 physicians practicing in the areas of anesthesiology, orthopedics, pain management, pathology, radiation oncology, radiology, and vascular & interventional services. Spectrum provides services at many of Maine’s hospitals throughout the state and in eastern New Hampshire.

POSITION SUMMARY Responsible for providing technical support to include triage, ticket assignment, tier Il issue resolution, account management, and systems monitoring; includes providing accurate and efficient tier Il support for workstations and peripherals issues, recommending hardware, scheduling, receiving, storing & distributing software, hardware & equipment according to company policy & procedures and asset tracking. Hours: M-F, 8-5 ESSENTIAL FUNCTIONS

+ Provide outstanding customer service and a positive support experience by interfacing directly with Spectrum employees on issues, communicating in a clear, concise manner

+ Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting

+ Accurately and efficiently answer help desk calls for multiple sites

+ Collect appropriate information needed to triage, assign and solve tier I tickets regarding software, hardware, and operational problems and appropriately know when to escalate to tier IIl support

+ Provide remote software installation and configuration support

+ Accurately perform account creation, management, and deletion per documented processes and procedures

+ Accurately and timely perform remote connection administration per documented processes and procedures

+ Manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures

+ Workstation management and adherence to all security requirements

+ Follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate to level II support

+ Liaison with departments to coordinate technology needs

+ Performing one on one IT training for new staff.

+ Write and update “how-to”, knowledgebase, and procedure documentation.

+ Act as an escalation point for 3rd party service desks.

+ Follow established processes and standards, identify and propose improvements as necessary

+ Maintain a high-level knowledge of desktop, network, healthcare, central services business applications and mobile technologies

PRIMARY RESPONSIBILITIES

+ Troubleshoots and identifies possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow through skills

+ Participates in Process Improvements and other duties as assigned

+ Follows purchasing guidelines to order, receive and track hardware, software, and maintenance contracts as needed

+ OS Imaging and deployment

+ iOS mobile device management

+ Attends meetings as assigned and participates in educational activities to keep skills up to date

+ Demonstrates professionalism at all times

+ Displays cooperative behavior and interacts positively and effectively with others to promote a team environment

+ Performs other duties necessary to maintain the overall efficiency and continuity of the dept

+ Is proactive in identifying, reporting and participating in the resolution of any potential or safety issues

QUALIFICATIONS

+ Associates or Bachelor’s Degree preferred; or equivalent of education and 3 – 5 years’ healthcare industry experience or within a managed services provider environment

+ Experience and ability to thrive in a team oriented, customer service environment

+ Excellent documentation skills, ability to write technical processes and procedures

+ Thorough understanding of current Windows operating systems and current Microsoft Office products including Microsoft 365

+ Knowledge of the interoperability of current Windows operating systems with 3rd party applications

+ Knowledge of printer driver and queue creation, installation, management, and troubleshooting

+ Knowledge of print queue management

+ Basic Windows server administration, exposure to Active Directory and Exchange

+ Understand principles of computer system operations, LANS, and WANS, Operating Systems, and peripherals

+ Demonstrated hardware maintenance and/or configuration experience; A+ certified preferred

+ Knowledge of one or more scripting languages a plus

+ Desktop and laptop hardware knowledge Dell, HP & Apple

+ CompTIA A+ certification or higher (current)

+ Understanding of ITIL framework

+ Basic database concepts; SQL skills a plus

+ Excellent customer service skills

+ Highly effective communication and interpersonal skills with the ability to function as part of a team

+ Ability to maintain confidentiality

+ Valid driver’s license

PHYSICAL DEMANDS / WORK ENVIRONMENT

+ Travel to various sites of service

+ Work environment includes computer related noise levels

+ Continual use of computer keyboard, mouse and other associated peripherals

+ Extended standing and walking, lifting of computer equipment (30-50 pounds)

+ Occasional reaching, bending

BENEFITS and PERKS

+ Health Insurance (80% company-paid)

+ Dental & Vision Insurance Plans

+ 401(k) Match and Profit-Sharing Plan

+ Life and Accidental Death and Dismemberment Insurance

+ Long-term Disability Insurance

+ Short-term Disability Insurance

+ Generous paid time off

+ Voluntary, Employee-Paid Benefits

+ Medical Reimbursement Plan

+ Dependent Care Plan

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Job Posting: JC198970432

Posted On: Dec 03, 2021

Updated On: Jan 24, 2022