IT Clinic Supp Speclist 2

Sonrava Health; Orange (CA); On-site; USD 60,000 - 76,000; Full time

Job summary

Sonrava Health is seeking an IT Clinic Support Specialist 2 to work from our California facility. The role focuses on resolving user issues during initial calls and maintaining knowledge of all hardware and software used company-wide.

Responsibilities include handling field trouble reports, updating call-tracking records, and escalating when needed. Strong communication and problem-solving skills are essential, with a willingness to pursue relevant certifications.

Qualifications

• Bachelor's degree in IS-related field preferred with 1 year related experience
• Associates degree with additional years of related experience may substitute for Bachelor's
• Basic network troubleshooting skills
• Excellent phone communication and problem solving skills
• Must be available to work rotating shifts (M-F 6am-8pm, Sat 6:00am-4:30pm, Sun 7am-4:30pm
• Willingness to pursue technical certifications for this role

Responsibilities

• Field trouble and information request calls and email from users
• Resolve user problems on initial call; escalate to second level support when necessary
• Enter caller information into call tracking application database
• Provide status to users and IT personnel on progress of resolution
• Place and track service calls to vendors and document vendor progress and resolution
• Review outstanding problem list to ensure issues are addressed by severity
• Identify trends and exceptions by reviewing call tracking information
• Document new issues and contribute to the teams knowledgebase
• Complete special projects as assigned by the Tech Support Supervisor

Skills

Phone communication

Problem solving

Customer service

Willingness to pursue certification

Education

Bachelor's degree in IS-related field

Associates degree with related experience

Tools

Call tracking software

Job description

Overview

The IT Clinic Support Specialist 2 works both independently and collaboratively with other members of IT to solve problems and provide excellent service. The IT Clinic Support Specialist 2 is expected to learn and maintain a working knowledge of all hardware and software applications used at our company with a goal of resolving problems on the initial calls from our dental offices. Follow-through to resolution and accurate recording of information and data are a fundamental part of the job responsibility.

Responsibilities

• Field trouble and information request calls and email from users
• Resolve user problems on initial call. When necessary, escalat[e] calls to the appropriate second level support personnel
• Enter caller information into call tracking application database
• Provide status to users and IT personnel on the progress of problem resolution
• Place and track service calls to vendors, and document vendor progress and resolution
• Review outstanding problem list periodically to assure all problems are being addressed according to their level of severity
• Identify trends and exceptions by reviewing call tracking information
• Document new issues and contribute to the teams knowledgebase
• Complete special projects as assigned by the Tech Support Supervisor

Qualifications

• Bachelor's Degree in an IS related field of study preferred and 1 year of related work experience
• Associates Degree and additional years of related work experience may be substituted for Bachelor's Degree
• Basic Network Troubleshooting skills
• Excellent phone communication and problem solving skills
• Must be available to work (Rotating Shifts) M-F: 6am-8pm + Sat: 6:00am-4:30pm + Sun: 7am-4:30pm
• Willingness to pursue a technical certified in relevant disciplines for this role