it support specialist

$41,600 - $52,000/Yr

Randstad - Lawrenceville, GA

Full-time - Mid Level

Onsite - Lawrenceville, GA

Administrative and Support Services

About the position

We are looking for a skilled IT Support Specialist to manage and support our clinic operations by maintaining phone systems, collaborating with vendors, and providing technical assistance. The ideal candidate will have a strong background in IT support, with specific experience in clinic environments and phone system management. This position is crucial for ensuring that our clinic's technology runs smoothly and efficiently, allowing our staff to focus on providing excellent patient care. The IT Support Specialist will be responsible for troubleshooting a variety of technical issues, managing user accounts, and providing support for both hardware and software systems. The role requires a commitment to customer service and the ability to work collaboratively with internal teams and external vendors to resolve complex issues. In this role, you will demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support. You will utilize advanced technical skills to analyze and resolve technical issues, including setting up shared drives, mapping network drives, installing and updating software, and troubleshooting network problems. Additionally, you will manage service desk goals, priorities, escalations, and service level agreements, ensuring that all technical issues are addressed promptly and effectively. The IT Support Specialist will also assist in leading the Service Desk staff, providing guidance and support in various technical matters. You will be expected to maintain self-education on Microsoft Product Roadmaps and assist with special projects as directed by IT Project Managers. This position requires a proactive approach to problem-solving and a dedication to implementing best practices within the IT systems and support structure.

Responsibilities

• Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
• Utilize advanced technical skills to analyze and resolve technical issues and tasks, including setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting
• Answer Service Desk Support (phone) calls and provide remote support by troubleshooting and resolving hardware, software, printer, connections, phone and messaging systems issues
• Support for mobile operating systems as related to business applications
• Manage user accounts and permissions
• Contact appropriate maintenance, technical support or programming personnel for hardware or software failures and escalate issues when needed
• Install, upgrade and maintain updates to software applications
• Provide technical assistance and support for Service Desk Technicians I and II, including assisting in new employee orientation, training, work assignments, and schedules
• Maintain self-education on Microsoft Product Roadmaps
• Develop migration plans and upgrade strategies including capital and expense estimates and project plans
• Assist with special projects at the direction of IT Project Managers and technologists
• Assist in implementing best practices within the IT systems and support structure
• Assist in leading the Service Desk staff, answering questions and providing guidance in support matters
• Manage service desk goals, priorities, escalations, volumes, aged tickets, service level agreements and other associated processes and metrics
• Diagnose and resolve technical issues across a variety of hardware, software, and networking topics including Remote Desktop Support, Encryption technologies, desktop applications, VoIP phone systems, various operating systems (Linux, MacOS, Windows)
• Work under minimal supervision on complex projects and assist less experienced peers

Requirements

• Minimum 5 years of experience in IT support
• Strong background in clinic environments and phone system management
• Experience with desktop support and technical support

Benefits

• Health insurance
• Incentive and recognition program
• 401K contribution