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IT Systems Specialist II job in Bangor at Spectrum Healthcare Partners

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IT Systems Specialist II at Spectrum Healthcare Partners

IT Systems Specialist II

Spectrum Healthcare Partners Bangor, ME Full-Time

Spectrum Healthcare Partners is Maines largest multi-specialty, physician-owned and directed professional organization and is comprised of over 200 physicians practicing in the areas of anesthesiology, orthopedics, pain management, pathology, radiation oncology, radiology, and vascular & interventional services. Spectrum provides services at many of Maines hospitals throughout the state and in eastern New Hampshire.

POSITION SUMMARY

This position will be a hybrid of working on-site and remotely.

Responsible for providing technical support to include triage, ticket assignment, tier Il issue resolution, account management, and systems monitoring; includes providing accurate and efficient tier Il support for workstations and peripherals issues, recommending hardware, scheduling, receiving, storing & distributing software, hardware & equipment according to company policy & procedures and asset tracking.

ESSENTIAL FUNCTIONS

  • Provide outstanding customer service and a positive support experience by interfacing directly with Spectrum employees on issues, communicating in a clear, concise manner

  • Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting

  • Accurately and efficiently answer help desk calls for multiple sites

  • Collect appropriate information needed to triage, assign and solve tier I tickets regarding software, hardware, and operational problems and appropriately know when to escalate to tier IIl support

  • Provide remote software installation and configuration support

  • Accurately perform account creation, management, and deletion per documented processes and procedures

  • Accurately and timely perform remote connection administration per documented processes and procedures

  • Manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures

  • Workstation management and adherence to all security requirements

  • Follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate to level II support

  • Liaison with departments to coordinate technology needs

  • Performing one on one IT training for new staff.

  • Write and update how-to, knowledgebase, and procedure documentation.

  • Act as an escalation point for 3rd party service desks.

  • Follow established processes and standards, identify and propose improvements as necessary

  • Maintain a high-level knowledge of desktop, network, healthcare, central services business applications and mobile technologies

    PRIMARY RESPONSIBILITIES

  • Troubleshoots and identifies possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow through skills

  • Participates in Process Improvements and other duties as assigned

  • Follows purchasing guidelines to order, receive and track hardware, software, and maintenance contracts as needed

  • OS Imaging and deployment

  • iOS mobile device management

  • Attends meetings as assigned and participates in educational activities to keep skills up to date

  • Demonstrates professionalism at all times

  • Displays cooperative behavior and interacts positively and effectively with others to promote a team environment

  • Performs other duties necessary to maintain the overall efficiency and continuity of the dept

  • Is proactive in identifying, reporting and participating in the resolution of any potential or safety issues

    QUALIFICATIONS

  • Associates or Bachelors Degree preferred; or equivalent of education and 3 - 5 years healthcare industry experience or within a managed services provider environment

  • Experience and ability to thrive in a team-oriented, customer service environment

  • Excellent documentation skills, ability to write technical processes and procedures

  • Thorough understanding of current Windows operating systems and current Microsoft Office products including Microsoft 365

  • Knowledge of the interoperability of current Windows operating systems with 3rd party applications

  • Knowledge of printer driver and queue creation, installation, management, and troubleshooting

  • Knowledge of print queue management

  • Basic Windows server administration, exposure to Active Directory and Exchange

  • Understand principles of computer system operations, LANS, and WANS, Operating Systems, and peripherals

  • Demonstrated hardware maintenance and/or configuration experience; A+ certified preferred

  • Knowledge of one or more scripting languages a plus

  • Desktop and laptop hardware knowledge Dell, HP & Apple

  • CompTIA A+ certification or higher (current)

  • Understanding of ITIL framework

  • Basic database concepts; SQL skills a plus

  • Excellent customer service skills

  • Highly effective communication and interpersonal skills with the ability to function as part of a team

  • Ability to maintain confidentiality

  • Valid driver's license

    PHYSICAL DEMANDS / WORK ENVIRONMENT

  • Travel to various sites of service

  • Work environment includes computer-related noise levels

  • Continual use of computer keyboard, mouse and other associated peripherals

  • Extended standing and walking, lifting of computer equipment (30-50 pounds)

  • Occasional reaching, bending

    BENEFITS & PERKS

  • Health Insurance (80% company-paid)

  • HSA Match ($3,000 family plan / $1625 individual plan)

  • Dental & Vision Insurance Plans

  • 401(k) Match and Profit-Sharing Plan

  • Life and Accidental Death and Dismemberment Insurance

  • Long-term Disability Insurance

  • Short-term Disability Insurance

  • Generous paid time off

  • Voluntary, Employee-Paid Benefits

  • Medical Reimbursement Plan

  • Dependent Care Plan

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