JOB SUMMARY

Provides advanced technical support to end-users within Prisma Health. Responsible for diagnosing, troubleshooting, and resolving a wide range of complex software, hardware, and infrastructure issues. Role requires strong analytical and problem-solving skills, excellent communication abilities, and a deep understanding of IT support best practices.

MINIMUM REQUIREMENTS

• Education - High School diploma or equivalent. Associate’s degree in information technology or related field preferred.
• Experience - Two (2) years of experience in IT support, including experience with troubleshooting complex technical issues, providing remote support, and/or utilizing ticketing systems

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Ability to effectively communicate technical information to non-technical users.
• Strong customer service orientation.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.
• Proficient in Microsoft Office Suite.
• Experience with remote support tools (e.g., Beyond Trust, Remote Desktop).
• Knowledge of healthcare IT environments preferred.

• All team members are expected to be knowledgeable and compliant with Prisma Health’s values: Inspire health. Serve with compassion. Be the difference.
• Diagnoses and troubleshoots complex technical issues related to: desktop operating systems (Windows, macOS), applications (Office 365, Epic, etc.), network connectivity and peripherals, and/or hardware malfunctions
• Provides remote technical support to end-users.
• Documents all support interactions, resolutions, and workarounds in the ITSM system.
• Escalates unresolved issues to Tier 3 support or other relevant teams, as needed.
• Identifies and resolves recurring issues.
• Contributes to the development and maintenance of knowledge base articles and support documentation.
• Participates in team meetings and training sessions to enhance technical skills and knowledge.
• Adheres to all relevant service level agreements (SLAs) and security protocols.
• Collaborates with other IT teams and departments.
• Participates in on-call rotation as required.
• Performs other duties as assigned.