IT Technical Support Specialist III

Agency:

Alternate Solutions Health Network

Our culture and people are what set us apart from other post-acute care providers. We’re dedicated to the growth and development of our team to set them up for success. We CARE for our patients like they are our own FAMILY.

Note: The Centers for Medicare & Medicaid Services (CMS), in collaboration with the Centers for Disease Control and Prevention (CDC), require COVID-19 vaccinations for all Medicare and Medicaid certified providers. Based on this regulation, all of our employees must be fully vaccinated or have a valid exemption.

Schedule: M-F 8:00AM - 5:00 PM in our office in Kettering, OH
Week of on call rotated on a monthly basis.

SUMMARY

The Technical Support Specialist III is the front-line support enabling the organization to deliver our goal of improving the quality of life for those entrusted to our care. In this role you will demonstrate your ability to understand customers’ requests and provide them solutions to be effective. You will work with the latest laptop, desktop, convertible tablet, and mobile devices in addition to the operating systems and applications running on them. You will coach and mentor others. You will identify, solution and implement process improvements.

QUALIFICATIONS & ATTRIBUTES:

• Strong customer service and documentation skills

• Strong verbal and written communication skills

• Ability to identify and execute predetermined procedures

• Demonstrated success managing multiple priorities while delivering results

• Experience troubleshooting and resolving basic network problems

• Experience performing routine maintenance on laptop and desktop hardware

• Experience installing and administrating a Microsoft workstation environment

• Experience administrating Microsoft Active Directory Users and Computers

• Experience administrating Microsoft Exchange and Exchange Online Mailboxes/Users

• Experience provisioning and administrating end-user telephony devices

• Experience deploying and administrating backend telephony services

• Experience installing, configuring, and updating Windows Server Operation Systems

• Experience installing and configuring workstation and server applications

• Experience implementing and administrating Mobile Devices via Mobile Device Management

• Demonstrated ability to follow directions and deliver results individually and as a team member

• Demonstrated ability to establish and maintain effective working relationships with other employees, vendors, and customers

• Understands, adheres to and effectively communicates company polices and procedure

• CompTIA A+, N+, CCNA, Microsoft or other industry certification(s)

• Associate degree in a computer-related technology field or equivalent industry experience

• Possess a valid driver’s license and a good driving record

• Maintain a professional appearance as a representative of the company

MAJOR AREAS OF RESPONSIBILITY:

• Answer inbound calls participating in a Service Desk queue

• Create, work and document tickets for Customers

• Provide technical customer support via telephony and e-mail ticketing

• Acknowledge and set expectations with Customers in a timely fashion

• Troubleshoot advanced complex technical problems, document results and escalate as needed

• Resolves escalated issues from others on the team

• Provision, maintain and retire Active Directory accounts and information

• Provision, maintain and retire Exchange mailboxes and resources

• Provision, configure and ship mobile devices to Customers (Samsung, Apple, etc.)

• Provide end-user support for mobile devices (Samsung, Android, SOTI, etc.)

• Identify and purchase end-user equipment (desktop, laptop, monitors, peripherals, etc.)

• Receive and document receipt of goods for incoming orders

• Install and configure workstation operating systems (Microsoft Windows)

• Install and configure workstation applications (Microsoft, Adobe, VPN Client, etc.)

• Measure and maintain inventory levels of supplies (keyboards, mice, headsets, etc.)

• Troubleshoot end-user device network connectivity (Wired, wireless, VPN, etc.)

• Install, configure and troubleshoot peripheral devices (printers, scanners, media, etc.)

• Troubleshoot, coordinate and verify hardware warranty repairs (HP, etc.)

• Installs application and server operating system updates and patches

• Improve processes by identifying and implementing scalable solutions

• Leads team meetings and regular reporting/status reporting

• Other reasonable duties assigned by Manager

MANAGEMENT RESPONSIBILITY: N/A

HEALTH QUALIFICATIONS:

Health Requirements: Employee must be free of physical/medical conditions which would limit or restrict their ability to perform the job functions listed below. Bloodborne exposure risk is none.

Physical Demands: Physical demands described here are representative of requirements met by an employee to successfully perform essential job functions with or without reasonable accommodations.

Below are minimal knowledge/physical requirements of this position.

Constantly (66%-100%):

Reading, Speaking, Writing English

Communications Skills

Computer/PDA Usage

Hand/finger dexterity

Hearing/Seeing

Talking in person

Talking on the phone

Hearing in person

Hearing on the phone

Vision for close work

Frequently (34%-66%)

Walking

Bending

Standing

Sitting

Stretching/Reaching

Occasionally (2%-33%)

Driving

Lifting up to 50 lbs. with or without assistance

Climbing

Stooping (bend at waist)

Distinguish smell/temperature

Rarely (1% or less)

N/A

Kettering, OH

We’ll help you put your passion for patient care to work. Apply today!

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

We are an Equal Opportunity Employer.