Vacancy expired!
Hour/Shift: 11am to 7pm shift
Job Summary Our client is seeking a talented and passionate IT Support Analyst Specialist II to join its team. The Information Technology Department is responsible for supporting and maintaining the technology of the Institute. The Institute is made up of a diverse group of innovative and talented professionals who work in a fast-paced environment that provides ongoing support to research projects, patient care, lab research and administrative operations. The IT Support Analyst Specialist II is responsible for performing the following job duties: Job Accountabilities: Delivering white glove customer support is a must. Surpass expectations and create a delightful experiences Manage and respond to incidents, problems, and requests via in-person assistance, Slack, email and phone including remote support for individuals unable to work from the office Follow specific processes and guidelines to ensure that tasks are documented, tracked, and completed both consistently and efficiently Troubleshoot and resolve problems to satisfy requests Conduct any necessary research and on the job training to resolve incidents in a timely and efficient manner Follow up on open requests to ensure proper response and satisfactory resolution, keeping detailed documentation regarding problems and solutions, while keeping the customer updated on the status and resolutions times. Support the maintenance of the core-services infrastructure hardware assisting and escalating to our internal and remote engineers (Avaya, AT&T, and all other technology service provider support teams) Perform installation, configuration and support of the hardware and software (i.e., Mac, Windows, MS office) supported in the environment, to include but not be limited to imaging new systems and setting up new workspaces to supporting a Zoom meeting between colleagues Identify opportunities for improvement in the team and company environment, demonstrating initiative to address and resolve them; from making sure the workplace is clean and professional to identifying recurring failures and notifying the appropriate product owner Supporting multiple owned and third-party cloud-based applications and promote adoption and training of these services Support enforcement of security standards (HIPAA, antivirus, firewall, patching, and two-factor authentication) as well as performance to the best practices of information technology and information security principles Qualifications: 2 to 4 years IT support experience on a corporate service desk or in another technical support role Must be able to work onsite. Excellent writing, communication, and interpersonal skills Strong analytical, troubleshooting, and problem-solving skills Demonstrated knowledge of PC hardware, software, components, and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile device support proficiency in Microsoft products and operating systems, certifications preferred Familiarity with resolving remote connectivity issues Ability to deal with multiple priorities in a fast-paced environment ADDITIONAL INFORMATION Preferred Education: Bachelor s Degree in computer sciences, computer engineering or related field of study. Preferred Experience: Experience in supporting IP based phone systems (Avaya) Experience in onboarding and training new staff on the use of our core services Experience in supporting a healthcare clinic using an EMR (Epic) Experience in supporting a research lab environment Experience in scripting, application packaging and automating services and processes Experience using ticketing systems for managing IT support requests, asset and change management Knowledge and experience with MobileIron for windows and mac administration, imaging, and deployment Recommended certifications: MCSE, MCP, ITIL, CompTIA A+, CompTIA Network+, HDI Support Center Analyst or HDI Desk Analyst Knowledge of Okta administrationExperience in a clinical or research setting huge plusOperational experience with systems information security handling, management, or administration requirementsVacancy expired!