IT Support Specialist

Job Description

The IT Support Specialist holds an important role within Graystone Eye by supporting end users and assisting with the maintenance and support of critical networks, systems, and applications. This position requires a high level of technical acuity coupled with strong interpersonal and communication skills. This position collaborates closely with higher tiers of support, management, and other departments within the organization to prevent and resolve complex technological and operational issues. This position is also responsible for monitoring, analyzing, and reporting on the performance and stability of information systems and processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

End-user application, workstation, and peripheral support

IT helpdesk oversight and support ticket management

Monitoring and analyze network performance and stability

Monitoring of business-critical servers, services, and processes

Troubleshoot and resolve tier 1 systems support and network connectivity issues

Escalation of complex issues to tier 2 support and management

Active Directory user account creation and management

Configuration and management of Microsoft Exchange user accounts and mailboxes

Facility access controls user account creation and maintenance

Deployment and replacement of computer equipment and peripherals

Deployment and replacement of networking and telecommunications equipment

Assist in software and hardware upgrade projects

Inventory management of all assets, including computers, printers, clinical equipment, etc.

Maintains working knowledge of relevant software applications

Engages in project management initiatives and departmental strategic planning

Contributes to establishing and maintaining computer and network security systems and protocols

ESSENTIAL SKILLS AND ABILITIES:

An IT Support Specialist must be knowledgeable in software, hardware, and computer networking. They must also possess strong problem-solving skills and a high attention to detail. Excellent communication and people skills are required, as this position requires frequent interaction with end users.

The following characteristics are essential to the position:

Inherent desire to serve others.

Excellent written and oral communication.

Strong analytical, conceptual, and problem-solving skills.

Strong judgment and decision-making.

Highly motivated and proven self-starter skills

Ability to work both independently and in a team-oriented, collaborative environment.

QUALIFICATIONS

To perform this job successfully, individuals must have excellent communication and organizational skills, proficient on most software and hardware applications (including Microsoft Office), and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate Degree in Information Systems or equivalent field required.

Bachelor's Degree in Information Systems preferred.

Previous help desk experience supporting non-technical users preferred.

Should possess proven general systems and network administration skills, including but not limited to knowledge of and experience with: Microsoft Windows Server; Microsoft Active Directory; Microsoft Exchange; Microsoft Hyper-V or VMWare virtualization platforms; Data Storage Solutions; Local and Wide Area Networking.

LANGUAGE SKILLS

Ability to read, analyze, and interpret complex sets of data and documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write routine reports and correspondence. Ability to speak effectively before executive levels of the organization and board of directors.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL 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 functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include ability to adjust focus. Ability to lift up to 20 lbs.

WORK ENVIRONMENT

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

The noise level in the work environment is usually moderate.