ITS Support Specialist I

Northeast Georgia Health System; Gainesville (GA); On-site; USD 40,000 - 56,000; Full time

Job summary

Northeast Georgia Health System in Georgia is seeking an IT Help Desk Specialist to provide frontline support for end users, researching and resolving technical issues, and documenting all requests in the tracking system. You will respond to phone, email and in-person requests, prioritize problems, and ensure timely resolution while maintaining high customer service standards.

Under supervision, you will monitor servers and sites to ensure functionality, participate in IT and departmental

Qualifications

• High School Diploma or GED with two years of technical training.
• 1–2 years related Help Desk or Computer Operations experience preferred.
• Certifications such as A+, MCSE, ITIL, HDI preferred.
• Strong customer service and problem-solving skills required.
• Ability to document issues clearly in the ticketing/tracking system.

Responsibilities

• Provide end-user IT support via phone, email, and in-person requests.
• Identify, research, and resolve technical problems and document resolutions.
• Monitor systems and sites to ensure functionality; escalate as needed.
• Prioritize calls and requests for timely resolution and quality service.
• Support IT team and participate in department projects as required.

Skills

A+ Certification

MCSE

ITIL Certification

HDI Certification

Help Desk experience

Computer Operations

Education

High School Diploma or GED

Two years technical training

Job description

Job Category:Information TechnologyWork Shift/Schedule:6 Hr Morning - AfternoonNortheast Georgia Health System is rooted in a foundation of improving the health of our communities.About the Role:Job SummaryProvides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. The Informatics & Technology Services Support Team has a broad mandate to provide whatever support is needed in the use of systems or the facilitation of standardized processes for NGHS. Support should be prioritized in favor of external department customer’s first, then internal department customers. Relies on instructions and pre-established guidelines to perform the functions of the job. Maintains functionality of end user equipment. Operates, controls and monitors computer equipment to ensure servers, services, interfaces, and sites have functionality. Is responsible for the satisfactory completion of each scheduled shift supporting the Help Desk as well as supporting computer operations monitoring. Works under immediate supervision.Minimum Job QualificationsLicensure or other certifications:Educational Requirements: High School Diploma or GED. Two (2) years of technical training.Minimum Experience: One (1) - two (2) years related experience. Experience should be with equipment similar to that being used in Informatics & Technology Services.Other:Preferred Job QualificationsPreferred Licensure or other certifications: A+ Certification; MCSE (Microsoft Certified Solutions Expert); ITIL Certification; HDI (Help Desk Institute) CertificationPreferred Educational Requirements:Preferred Experience: Help Desk support experience, Computer Operations experience or a hands-on technical school program.Other:Job Specific and Unique Knowledge, Skills and AbilitiesPrioritizes, screens and highlights phone calls and requests with follow up to deliver the highest possible customer service. Ensures all calls are accurately documented into the tracking system in a timely manner and escalated as needed. Pages/beeps/calls departmental employees as needed and according to standardsResponds to system status inquiries within standardsUses all the resources available to them including instructions, error codes, manuals, etc., to understand the process or problem on their own before seeking assistance or giving a call to technical support. Takes initiative or moves ahead without assistance. Describe in writing technical problemsPerforms the tasks usually associated with computer operationsAnalytical problem solving skillsActively participates in team processes and presentationsAssists the Manager and Supervisor as needed. Assists all departmental teams with clerical services according to standardsEssential Tasks and ResponsibilitiesExemplifies the organization's customer service standards.Improves work processes.Meets all mandatory educational requirements.Complies with confidentiality rules, policies and regulations in all aspects of the job.Demonstrates working knowledge of safety practices.Promotes teamwork within the department.Meets NGHS attendance standards.Utilizes financial resources effectively.Communication between support specialist, customers, and other employees is clear, concise and professional as measured by random observation, team leader and fellow team members.Evaluate and pursue areas of automation that could improve productivity for team or organization.Adaptable in changing situations and work assignments, including emergency shift coverage.Documentation is current and reviewed by team periodically to ensure validity in software application ITS is using.Utilizes the computer shift checklist to complete scheduled work.Documents all hardware or operational problems (or potential problems).Triage issues and gauge severity and urgency before contacting other IT members for assistance.Assists and participates in IT and other departmental projects where requested.Be committed to continual professional development.Physical DemandsWeight Lifted: Up to 20 lbs, Occasionally 0-30% of timeWeight Carried: Up to 20 lbs, Occasionally 0-30% of timeVision: Heavy, Constantly 66-100% of timeKneeling/Stooping/Bending: Occasionally 0-30%Standing/Walking: Occasionally 0-30%Pushing/Pulling: Occasionally 0-30%Intensity of Work: Occasionally 0-30%Job Requires: Reading, Writing, Reasoning, Talking, FingeringWorking at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals.NGHS: Opportunities start here.Northeast Georgia Health System is an Equal Opportunity Employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.