IT Clinic Supp Speclist 2

Sonrava Health; Santa Ana (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

Sonrava Health is seeking an IT Clinic Support Specialist 2 to join our IT team and handle user issues with a focus on resolving problems on the initial contact. You will work collaboratively to maintain knowledge of hardware and software used across the company and ensure accurate data recording.

Responsibilities include handling calls and emails, escalating when needed, updating call tracking, and contributing to the knowledge base while supporting special projects under the Tech Support

Qualifications

• Bachelor's Degree in an IS field preferred with 1 year of related experience.
• Associate's Degree with additional 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 6am-4:30pm, Sun 7am-4:30pm).

Responsibilities

• Field trouble and information request calls and emails from users.
• Resolve problems on initial call or escalate as needed to second level support.
• Enter caller information into the call tracking database.
• Provide status to users and IT personnel on progress of resolution.
• Place and track service calls to vendors and document progress/resolution.
• Review outstanding problem list by severity to ensure addressing.
• Identify trends by reviewing call tracking information.
• Document new issues and contribute to knowledgebase.
• Complete special projects as assigned by Tech Support Supervisor.

Skills

Basic network troubleshooting

Phone communication

Problem solving

Rotating shifts availability

Education

Bachelor's degree in IS related field

Associates degree with experience substitute

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