IT Support Specialist

Role Overview:

This role provides day-to-day technical incident, problem and configuration support for internal desktop systems software and hardware and IT infrastructure, as well as basic support for local network, servers, and business applications. Installs, configures, and troubleshoots desktop systems and workstations and may assist with other issues in a heterogeneous environment. Communicates highly technical information to both technical and non-technical personnel. May suggest hardware and software solutions or alternatives while adhering to the department standards, policies, and procedures. May participate in the development of information technology and other related processes and projects.

Configuration, imaging, testing, diagnosis and troubleshooting of hardware and software equipment for client. Follow specific configuration checklists and process for the configuration of assets for client. Ensure assets are tested, the image is applied properly, and any special configuration needs are addressed. This may include but is not limited to the operating system, hardware specifications or any software applications. Hardware may include laptops, desktops, PDA's, mobile phones, and external hard drives.

Responsibilities:

• Answer, evaluate and prioritize requests for assistance from users experiencing problems with hardware, software, client networking, telecommunications, and audio-visual and other IT related technologies. Provides user support on remote connectivity issues using various technologies (VPN, LogMeIn).
• Provide support for S&N mobile devices (iPhones, iPads, etc.)
• Document and track work in SNOW (Incident Management Ticket recording system) as appropriate, assign tickets to other support or resolver teams.
• Assist with maintaining asset inventory tracking and licensing information.
• Responsible for communicating site requirements to management. - 65%
• Handles technical support or warranty claims with IT Equipment vendors. Maintains depot and handles arrival and shipment of equipment to other sites. - 15%
• Responsible for limited training of site personnel on simple standard desktop software where possible. - 10%
• On occasion act as site "hand's & eye's" as required by IT and vendor network, server, environmental teams, including the Administration of backup of network servers. - 10%

Location: Memphis, TN

Education: Bachelor's degree in a Computer Science or Business discipline or equivalent work experience in a relevant technical area

Licenses/ Certifications: Microsoft Certified preferred, Apple Certified, or equivalent Apple/IOS experience a plus.

Experience:

• Experience and successful delivery of desktop support services
• User administration in Active Directory environment
• Strong knowledge of system integration and downstream impacts
• Experience of root cause analysis and problem-solving methodologies
• Knowledge and understanding of the need to meet customer expectations and that all jobs must be completed to the satisfaction of the client/customer. Highly competent with desktop support for Office and Windows, experience in problem solving and troubleshooting issue.

Competences:

• Strong customer services skills including the ability to work continuously with operational departments to understand unstated business requirements.
• Ability to work as part of a team with minimal supervision.
• Highly organized to maintain accurate inventory.
• Ability to identify opportunities to improve operational and technical processes.
• Excellent time management and planning skills

Travel Requirements:

Smith+Nephew provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.