Job Type: Regular
Time Type: Full time
Work Shift: Day (United States of America)
FLSA Status: Non-Exempt

JOB DESCRIPTION:

Essential Duties & Responsibilities including but not limited to:

• Responsible for Level 2 support providing intermediate to advanced support. Consistently exceeds end user expectations by meeting established SLA’s and customer demands. Drives high customer satisfaction and ensures services align with BILH needs.
• Demonstrates ability to build, image, and administer all end user devices such as Laptops, Desktops, Peripherals, Printers, and Mobile Devices. Gains understanding and proficiency in identifying and responding to device setup issues.
• Demonstrates an advanced understanding of Microsoft Windows, Macs, Office 365, PC hardware, and mobile devices.
• Possess professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc., to maintain the highest level of technical skills possible. Participates in cross-training, mentoring, and training for more junior staff.
• Possess an understanding of BILH centric clinical and core applications with the skill/ability to troubleshoot and resolve performance, access, and interoperability issues. Perform assessments and diagnoses of problems using remote tools, with the skill/ability to perform fixes and installations. Trains and helps onboard new team members.
• Possess an understanding of best practices in regards to IT security in order to quickly identify potential business-impacting vulnerabilities/threats.
• Will contribute to the creation of processes and procedures for the knowledge base. Will work closely with teams to develop standardized workflows.

EDUCATION:

• High School diploma or GED required
• Licensure, Certification & Registration:
• Certificate 1 A+ Certification preferred.

EXPERIENCE:

• 3-5 years of related work experience required in 3 plus years of End User Device provisioning and/or Field Support in a large enterprise of end users in a complex MS Windows / MS Office environment. Must have vast PC hardware and imaging experience.

SKILLS, KNOWLEDGE & ABILITIES:

• Advanced Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required
• Knowledge of various mobile devices is required, including but not limited to: iOS and Android platforms is required. Knowledge of Network fundamentals is required.
• Solid experience of Citrix Systems application is required. Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) is required.
• May produce complex documents, perform analysis, and maintain databases.
• Ability to learn quickly and retain knowledge of a wide variety of systems.
• Knowledge and experience with ITSM systems such as Service Now or Remedy
• Advanced technical computer skills as required for technical support specific to functional area and related systems.

PREFERRED QUALIFICATIONS & SKILLS:

• Advanced knowledge of Dell, Apple, HP, and Ricoh hardware is desirable.
• Knowledge of Oracle PeopleSoft and Workday applications is desirable.
• Knowledge of the Epic application is desirable.

• Responsible for Level 2 support providing intermediate to advanced support. Consistently exceeds end user expectations by meeting established SLA’s and customer demands. Drives high customer satisfaction and ensures services align with BILH needs.
• Demonstrates ability to build, image, and administer all end user devices such as Laptops, Desktops, Peripherals, Printers, and Mobile Devices. Gains understanding and proficiency in identifying and responding to device setup issues.
• Demonstrates an advanced understanding of Microsoft Windows, Macs, Office 365, PC hardware, and mobile devices.
• Possess professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc., to maintain the highest level of technical skills possible. Participates in cross-training, mentoring, and training for more junior staff.
• Possess an understanding of BILH centric clinical and core applications with the skill/ability to troubleshoot and resolve performance, access, and interoperability issues. Perform assessments and diagnoses of problems using remote tools, with the skill/ability to perform fixes and installations. Trains and helps onboard new team members.
• Possess an understanding of best practices in regards to IT security in order to quickly identify potential business-impacting vulnerabilities/threats.
• Will contribute to the creation of processes and procedures for the knowledge base. Will work closely with teams to develop standardized workflows