Job Description Summary
This position reports to the Supervisor of PC Support. The incumbent will provide phone, computer, printer, and network hardware/software technical support including training, installation, and configuration along with troubleshooting in a 470 - plus user LAN/WAN environment. This position will also provide backup to midrange computer operations.
Duties And Responsibilities
Provide Technical Support
- Deliver excellent customer service while providing technical support to more than 400 employees.
- Install/troubleshoot personal computer hardware.
- Install/troubleshoot/support personal computer software.
- Assist with Windows operating systems and Microsoft applications.
- Collaborate with others to resolve technology issues.
Maintain Infrastructure
- Troubleshoot and resolve network communication problems.
- Troubleshoot and resolve hardware, software, and connectivity problems for users.
- Assist with backup operations/data center.
- Assist with the installation and configuration of new servers, switches and other equipment.
- Monitor system performance to ensure proper operation.
Data / Inventory Management
- Securely maintain all inventory and support documentation, files and logs.
- Accept, update and resolve work orders assigned in the company helpdesk system.
- Track all time and update work orders in help desk system on a daily basis.
- Assist in the Active Directory, HITRUST and SOC 2 audits as needed.
Other
- Utilize all capabilities to satisfy one mission - to enhance the competitiveness and profitability of our members. Do everything possible to help members succeed by being curious and striving to understand what others are trying to achieve, planning and executing work in a helpful and collaborative manner, being willing to adjust efforts to ensure that work and attitude are helpful to others, being self-accountable, creating positive impact, and being diligent in delivering results.
- Maintain a Health Insurance Portability and Accountability Act (HIPAA) compliant workstation and utilize appropriate security techniques to ensure HIPAA required protection of all confidential/protected client and enrollee data.
- Attend client or off-site meetings as requested by Supervisor.
- All other duties as assigned.
Physical Demands/Work Environment
The physical demands and work environment described here represent those that an employee must meet to successfully perform this job's essential functions. 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 communicate with others. The employee frequently is required to move around the office. The employee is often required to use tools, objects, and controls. This noise level in the work environment is usually moderate.
Qualifications
- High school diploma or equivalent and 3 to 5 years' experience in the Information Technology field.
- Strong customer service skills.
- Experience supporting and managing Windows 10, Windows Server 2012 and later, Active Directory, Exchange and Office 365 in an enterprise environment.
- Fluency with Microsoft Office and other Microsoft products.
- Intermediate knowledge of computer network infrastructure (LAN, WAN, TCP/IP).
- Proficiency with Lync, Skype for Business and/or Microsoft Teams.
- Familiarity the DOS (command line), PowerShell, and basic scripting
- Network+ or A+ Certification is preferred.
- Capacity to work in a fast-paced environment while maintaining excellent customer relations skills.
- Ability to lift up to 30 lbs.
- Excellent written and verbal communication skills with users at all levels.
- Capability to work with minimal supervision.
- Effectively complete repairs unsupervised.
- Willingness to work overtime when required.