Technical Support Specialist II

The 2nd shift Technical Support Specialist II is responsible for providing remote technical support to all users across all of the client's solutions in a Level 2 or Level 3 capacity position and will be responsible for promoting an environment that embraces new technology and industry best practices as tools to help in primary goals of delivering the highest quality support to customers.

**2-11pm EST

Principal duties and Responsibilities:

Respond to and help resolve or further escalate internal & external customer technical inquiries and issues via phone, email or chat

Create, organize, and support service desk tickets according to priority and escalate tickets as appropriate

System support and basic administration for systems including but not limited to: account administration, software patching, desktop/workstation applications, hardware items and Radiologist diagnostic software

Assist in LAN/WAN/VPN operations, including setup, support, and troubleshooting of general networking connectivity issues. Ability to relay technical networking detail to escalated team members

Maintain documentation and knowledge base

Support & Test new technology & processes

Participate in evening/weekend on call rotation

Interface with internal extended IT engineering and product teams and vendor service personnel during problem resolution

Performs other duties as assigned IT Service Management/ IT Operational Support

Utilizes IT Operational support systems to include various ServiceNow applications, and other systems as required. Provides feedback to improve these systems.

Works to minimize systems outages and the effects of outages on users by scheduling needed outages to provide minimal disruption of service to users, proactively monitor and analyze system performance to detect and resolve production system issues, and perform stringent system testing before implementing solutions.

Proactively monitoring the group work order/ticket queue, email, outage notifications, and change control to proactively anticipate customer's needs Information Assurance

Knowledgeable of and adheres to the organizations policies, processes, procedures, standards, and guidelines governing privacy, security, and disaster recovery/business continuity.

Actively protects sensitive, classified, and confidential information.

Uses and accesses systems and information only for authorized purposes and in accordance with security procedures and guidelines to perform job duties as assigned.

Maintains individual accountability for security controls and measures (e.g., individual passwords are not shared with other users).

Reports suspected security and/or privacy incidents following established organizational procedures.

Follows established procedures to conduct reviews and audits of systems and information for assigned areas of responsibility.

Maintains systems to keep information and resources secure and safe from known vulnerabilities to include updating applications and systems with security patches and code updates, applying appropriate virus protection, and testing changes before placing into production environments.

Assists Information Assurance staff in the development and refinement of Information Assurance standards, policies, procedures, processes, and guidelines. Teamwork, Collaboration, Professionalism, and Leadership

Works with other IT staff in functional or cross-functional teams to meet goals, objectives, and responsibilities.

Maintains a professional demeanor in conducting job duties and accepts accountability for their performance.

Fosters a team atmosphere within IT and other organizational departments by interacting with others in an honest and straightforward manner, listening to and valuing the opinions and ideas of others, sharing knowledge, and helping others to accomplish goals.

Develops and maintains technical and professional skill levels.

Takes part in interviewing and training employees; planning, assigning, and directing work. Knowledge, Skill, and Abilities Required:

Associate degree or equivalent work experience

2-4 years' experience in service desk / technology field

2+ years experience in supporting Radiology Platforms preferred (PACS, Dictation, Imaging, EMR)

A+, Network+, and/or Windows 10 Certifications a plus

Microsoft Certifications are a plus

ServiceNow and ITIL 4 experience a plus

Identification, researching and resolving technical problems of moderate to high complexity

Strong skills in the use of PC desktop applications such as Office365 applications (Word, Visio, Excel, PowerPoint)

Excellent communication skills with all types of employees and management in person and on phone

Ability to work under pressure with interruptions and challenging deadlines.

Must show aptitude and desire to learn new skills on the job.

Knowledge of information systems principles, methodologies and assumptions required.

Previous healthcare experience desirable

Ability to modify work schedules and practices to meet job requirements including being on-call afterhours as required

Work under moderate supervision

Identify trends of recurring issues for clients, radiologists and IT, and manage problems by working with resources (internal and vendors) to achieve a permanent solution

Follow-up skills to effectively handle and prioritize concurrent service issues

Organization skills to be able to handle multiple activities simultaneously

The above list of duties, responsibilities and job description is intended to describe the general nature and level of work performed by people assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the people so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct and control the work of employees under his/her supervision.

Reference: 1042658

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Revel IT, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role, but your experience doesn't align perfectly with every qualification in the description, we encourage you to apply anyway. You might be the right candidate for this or our other open roles!

Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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