ESSENTIAL FUNCTIONS:

• Respond to and resolve technical support tickets in a timely manner according to established SLAs
• Provide remote and in-person troubleshooting for hardware, software, and network issues
• Set up and configure workstations, mobile devices, and peripherals for new and existing employees
• Assist with white glove support services for executive leadership when required
• Create and maintain accurate documentation of technical solutions and processes
• Update the Configuration Management Database (CMDB) with accurate device and configuration information
• Collaborate with other IT teams to escalate and resolve complex technical issues
• Assist with the deployment and maintenance of software applications
• Provide support for audio/visual equipment during meetings and presentations
• Participate in on-call rotation to support after-hours technical emergencies
• Support Microsoft 365 applications and services for end users
• Contribute to knowledge base articles and support documentation
• Assist with user account management and access control
• Participate in IT projects and initiatives as assigned

KNOWLEDGE, SKILLS & ABILITIES:

The requirements listed below are representative of the knowledge, skills and/or abilities required.

TECHNICAL SKILLS

• Proficiency in Windows and Mac operating systems troubleshooting and support
• Experience with mobile device configuration and troubleshooting (iOS, Android)
• Knowledge of basic network concepts and troubleshooting techniques
• Proficiency in Microsoft 365 applications and services
• Familiarity with remote desktop software and VPN technologies
• Understanding of basic security practices and endpoint protection
• Experience with ticketing systems and IT service management platforms, particularly ServiceNow
• Knowledge of audio/visual equipment setup and troubleshooting
• Ability to configure and troubleshoot various hardware peripherals
• Understanding of cloud services and SaaS applications
• Basic knowledge of Active Directory and user account management

PROBLEM-SOLVING SKILLS

• Ability to diagnose and resolve technical issues methodically
• Skill in researching solutions for unfamiliar problems
• Capacity to prioritize multiple support requests based on urgency and impact
• Creative thinking to develop workarounds when standard solutions aren't effective
• Ability to recognize patterns in recurring issues
• Understanding of when to escalate issues to specialized teams

INTERPERSONAL SKILLS

• Exceptional customer service orientation with empathy for user frustrations
• Strong active listening skills to accurately identify user needs
• Clear verbal communication skills for explaining technical concepts to non-technical users
• Professional written communication for ticket updates and user instructions
• Patience when dealing with varying levels of technical proficiency
• Ability to remain calm and composed during high-pressure situations
• Teamwork and collaboration with other technical support staff

OPERATIONAL SKILLS

• Strong organizational and time management abilities
• Attention to detail in documentation and problem resolution
• Ability to follow established processes and procedures
• Self-motivation and initiative to pursue solutions independently
• Adaptability to changing priorities and technologies
• Basic project management skills for handling multiple tasks
• Commitment to continuous learning and skill development

DESIRED EDUCATION AND EXPERIENCE

• Associate's degree in Computer Science, Information Technology, or related field (Bachelor's degree preferred)
• 2+ years of experience in technical support or help desk roles
• Experience supporting both in-office and remote employees
• Healthcare industry experience preferred
• Experience with Microsoft 365, Windows and Mac operating systems, and mobile device support
• Familiarity with healthcare compliance requirements (HIPAA)
• Previous experience using ServiceNow or similar ITSM platforms
• Experience providing technical support in a corporate environment

CERTIFICATIONS/LICENSURE:

• CompTIA A+ certification preferred
• Microsoft certification(s) a plus
• ITIL Foundation certification a plus

PHYSICAL AND MENTAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

Works in well-lit, ventilated and climate controlled office environment with routine office equipment; some equipment has moving mechanical parts.

In hospital environment, may be exposed to hazards and unusual elements, which may include but are not limited to bloodborne pathogens and / or contagious illnesses, toxic chemicals, and biohazardous materials which may require extensive safety precautions and the use of protective equipment.

Noise level in the work environment is typical for an office and/or hospital environment.

Limited overnight travel (up to 5%) by land and/or air.