Information Technology Support Specialist I/IINascentia Health • Syracuse, New York, United States
Information Technology Support Specialist I/II
Nascentia Health
- Syracuse, New York, United States
- Syracuse, New York, United States
About
Responsibilities as Tier I
Answer and respond to all calls and emails coming into the Helpdesk to ensure none are missed.
Act as a member of the technical support team for Nascentia’s workforce to provide assistance for all IT hardware and software
Perform troubleshooting, corrective action, problem escalation and communication when necessary
Log all support requests in the incident tracking system and document all actions to include all follow up conversations, troubleshooting steps, and resolution
Follow up with users after incident resolution
Perform installs, upgrades, moves, and changes for computer workstations, mobile devices, software, printers, and other peripheral devices
Perform and ensure proper installation of cables, operating systems, and appropriate software
Assist with administration and management of company owned devices.
Provide courteous, responsive, respectful, and knowledgeable customer service.
Provide technical training and orientation to users as needed
Provide problem resolution in a timely manner in order to ensure downtime for Nascentia workforce is minimal
Work a rotating On‑Call schedule which includes nights and weekends
Provide daily updates to management of the current status of the IT Infrastructure.
De‑escalate situations involving dissatisfied employees while offering assistance and support
Perform other related duties as assigned by management
Responsibilities as Tier II
Serve as a technical expert for all Nascentia Helpdesk requests.
Serve as the first point of escalation for the Nascentia Helpdesk team by administering effective frontline assistance to customers where inquiries are beyond the knowledge of Tier I team members
Properly escalate trouble tickets between Tiers I, II, III and management
Ensure proper communication on all trouble tickets
Research difficult problems and provide resolution, documentation and explanation of resolution to the other members of the Helpdesk
Produce and review weekly helpdesk summary reports and review with supervisor
Develop and maintain in‑depth knowledge of all Nascentia’s critical systems
Support inventory system and surrounding processes
Preform root cause analysis and resolution for reoccurring problems
Interact with Tier I support calls to ensure proper prioritization and escalation
Update Knowledge Base with well‑written and illustrated articles
Job Qualifications
Bachelor’s Degree or 3+ years IT Support experience preferred.
In‑depth knowledge of: Windows Operating Systems, Android Operating Systems.
Basic knowledge of: Windows Servers, MS Office, Virtual Servers, Network Structure & Security, Active Directory, Antivirus.
Problem Solving/Analysis & Attention to Detail
Strong Technical, Communication and Organization skills
Ability to adapt to change and perform tasks as assigned
Ability to work in a fast‑paced environment
Excellent customer service skills and ability to maintain good employee relations
Physical Requirements
Speech, visual, and hearing ability sufficient to express and comprehend written and verbal communication
Ability to sit or stand 80 percent of the day
Ability to lift 40 pounds
Bloodborne Pathogens Exposure Category III - Employee who rarely has contact with blood and body fluids
Competitive Salary Competitive Salary [This position is an S01/S02 exempt position with a min‑max rate of: $62,353 - $88,792/annually] with:
401K with generous Employer match
On‑Site Gym (free for all employees)
Tuition Reimbursement
Partially funded HSA
Employee Recognition Platform
Paid Time Off, Holidays, Sick and Extended Sick Leave
Short/Long term Disability
Employee Assistance Program (EAP)
Much More!
Nascentia Health is an Equal Opportunity Employer (EOE).
Employment is contingent upon negative results of a pre‑hire drug screen and background check clearance.
#J-18808-Ljbffr
Languages
- English
Notice for Users
This job comes from a TieTalent partner platform. Click "Apply Now" to submit your application directly on their site.