3552, TECHNICAL SUPPORT SPECIALIST II

Overview

MinUSD $22.46 / Hr. MaxUSD $34.82 / Hr. Overview

The Technical Support Specialist II provides IT support to all customers of Memorial Health so the system can continue to provide great patient care. The Technical Support Specialist II will provide day-to-day service and support including, but not limited to, answering incoming calls, troubleshooting issues related to software, hardware, network, account access, and documenting all courses of action taken to resolve or escalate the issue within the ticket tracking system. Works closely with other IS Support team members and technical personnel to determine the exact nature of issues and resolutions and communication of outages when appropriate. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values.

Qualifications

Minimum Qualifications :

Education :

Associates degree in computer science or related field required. Two years of experience with hardware / software may be considered in lieu of degree. Licensure / Certification / Registry : If applicable based on individual job responsibilities, must possess a valid Illinois driver's license and must be deemed as an acceptable driver in accordance with the MH Fleet Safety Policy (five year MVR will be required).

Experience :

• Minimum of three years hands on experience with hardware, including but not limited to, desktops, laptops, printers, scanners and mobile devices.
• Minimum of two years support experience with software, including but not limited to, Microsoft Windows operating system, Microsoft Office, remote desktop tools, Helpdesk ticketing software, Active Directory, Citrix, and Adobe products.
• Experience in answering calls, ability to understand customers issues and questions, resolving issues over the phone or remotely, and ability to communicate using non-technical verbiage.

Experience with networking and web-based applications and technologies preferred.

Other Knowledge / Skills / Abilities :

Responsibilities

Principal Duties & Responsibilities :

SAFETY : Prevent Harm – I put safety first in everything I do. I take action to ensure the safety of others.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.

Decatur Memorial Hospital

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