Information Technology Support Specialist I or II

Nascentia Health; City of Syracuse (NY); Hybrid; USD 55,000 - 83,000; Full time

Job summary

A healthcare organization located in Syracuse is seeking an Information Technology Support Specialist I or II. You will provide end-user support, troubleshoot IT issues, and ensure minimal downtime for staff. A Bachelor’s Degree or 3+ years’ IT experience is preferred. This role offers a competitive salary and benefits, and operates on a hybrid model.

Benefits

Retention Bonuses

401K with employer match

On-Site Gym

Tuition Reimbursement

Qualifications

• In-depth knowledge of Windows and Android Operating Systems.
• Basic knowledge of Windows Servers and MS Office.
• Strong technical, communication, and organization skills.

Responsibilities

• Provide end-user support as part of the Helpdesk.
• Answer calls and emails, troubleshoot IT issues.
• Log support requests and document actions taken.

Skills

Technical skills

Communication skills

Problem Solving

Attention to Detail

Customer service

Education

Bachelor's Degree or 3+ years IT Support experience

Tools

Windows Operating Systems

Android Operating Systems

Windows Servers

MS Office

Active Directory

Job description

Job Description:

Information Technology Support Specialist I or II from Nascentia Health, located in Hybrid remote in Syracuse, NY, United States. This job opening is open to job seekers with a Master Degree.

Job Responsibility:

Information Technology Support Specialist (Tier I or Tier II) will provide end-user support to Nascentia Health employees as a member of the Helpdesk.

Responsibilities as Tier I:

• Answer and respond to all calls and emails coming into the Helpdesk.
• Act as a member of the technical support team for Nascentia's workforce to provide assistance for all IT hardware and software.
• Perform troubleshooting, corrective action, problem escalation, and communication when necessary.
• Log all support requests in the incident tracking system and document all actions.
• Follow up with users after incident resolution.
• Perform installs, upgrades, moves, and changes for computer workstations, mobile devices, software, printers, and other peripheral devices.
• Perform and ensure proper installation of cables, operating systems, and appropriate software.
• Assist with administration and management of company-owned devices.
• Provide courteous, responsive, respectful, and knowledgeable customer service.
• Provide technical training and orientation to users as needed.
• Provide problem resolution in a timely manner to ensure downtime for Nascentia workforce is minimal.
• Work a rotating On-Call schedule which includes nights and weekends.
• Provide daily updates to management of the current status of the IT Infrastructure.
• De-escalate situations involving dissatisfied employees while offering assistance and support.
• Perform other related duties as assigned by management.

Responsibilities as Tier II:

• Serve as a technical expert for all Nascentia Helpdesk requests.
• Serve as the first point of escalation for the Nascentia Helpdesk team by administering effective frontline assistance to customers.
• Properly escalate trouble tickets between Tiers I, II, III, and management.
• Ensure proper communication on all trouble tickets.
• Research difficult problems and provide resolution, documentation, and explanation of resolution to the other members of the Helpdesk.
• Produce and review weekly helpdesk summary reports and review with supervisor.
• Develop and maintain in-depth knowledge of all Nascentia's critical systems.
• Support inventory system and surrounding processes.
• Perform root cause analysis and resolution for reoccurring problems.
• Interact with Tier I support calls to ensure proper prioritization and escalation.
• Update Knowledge Base with well-written and illustrated articles.

Job Qualifications:

• Bachelor's Degree or 3+ years IT Support experience preferred.
• In-depth knowledge of: Windows Operating Systems, Android Operating Systems.
• Basic knowledge of: Windows Servers, MS Office, Virtual Servers, Network Structure & Security, Active Directory, Antivirus.
• Problem Solving/Analysis & Attention to Detail.
• Strong Technical, Communication, and Organization skills.
• Ability to adapt to change and perform tasks as assigned.
• Ability to work in a fast-paced environment.
• Excellent customer service skills and ability to maintain good employee relations.

Compensation & Benefits

Competitive Salary ($55,341-$82,832/annually) with benefits including Retention Bonuses, Internal Mentoring Program, 401K with generous Employer match, On-Site Gym, Potential Hybrid Position, Medical, Dental, Vision plans, Tuition Reimbursement, and more.

About Nascentia Health:

Nascentia Health is an Equal Opportunity Employer (EOE). Employment is contingent upon negative results of a pre-hire drug screen and background check clearance.