Technical Support Specialist II Days- Brownsville IT Services

Position: Technical Support Specialist II- FT- Days- Brownsville IT Services
DHR Health - US:

TX:

Brownsville - Days

Summary:

POSITION SUMMARY:

The Tier II Technical Support Specialist supports technologies that center on the desktop presentation to users as well as infrastructure components that support the desktop environment. Under limited supervision, resolves technology issues, interfaces with vendors for product information and support, and works with end users to ensure high satisfaction levels and reliability of our systems.

POSITION EDUCATION/ QUALIFICATIONS:

• Must possess advanced knowledge and minimum of two (2) years' experience supporting and troubleshooting highly complex computer and data network systems.

• High school diploma

• 2-4 years of practical experience in an enterprise environment.

• Must be able to routinely lift up to 50 lbs.

Preferred Qualifications:

• Associates degree in related technical discipline.

• CompTIA A+, Network+ certifications a plus.

JOB KNOWLEDGE/EXPERIENCE:

• Strong software and hardware troubleshooting skills.

• Functional application with Active Directory: user rights, user administration and security.

• Functional application with Organizational Units management, groups and permissions.

• Functional application with Microsoft Exchange environments.

• Functional application with Microsoft Windows 7-10 Professional operating systems.

• Functional application with Microsoft Office Suite 2007- 365.

• Functional application with software deployment.

• Intermediate understanding of TCP/IP and OSI model.

• Intermediate understanding of VPN clients.

• Intermediate understanding of network terminology and concepts.

• Experienced with OS deployment.

• Experienced with Remote Desktop Protocol.

• Strong software and hardware troubleshooting skills.

• Excellent verbal, interpersonal and written communication skill.

• Possess advanced problem solving skills.

Responsibilities:

POSITION RESPONSIBILITES:

• Promote DHR's mission, vision and values by effectively communicating them to others. Considers mission, vision and values in developing services, standards and practices.

• Must possess advanced knowledge and minimum of two years' experience supporting and troubleshooting highly complex computer and data network systems.

• Provide a single point of contact for in-depth support of desktops, notebooks, mobile devices, and other hardware, including operating system setup and configuration, trouble shooting, remote access, and problem diagnosis.

• Utilize and maintain incident tracking software. Monitor and respond quickly and effectively to requests received through the IT Service Desk.

• Provide accurate and detailed documentation of problem, analysis and resolution actions performed during restoration process.

• Work with others in Information Technology to coordinate various IT functions so that solutions and knowledge are shared easily and promptly.

• Interface with vendors to expedite solutions to problems.

• Assists and trains junior technicians with complex problems.

• Must be able to adapt and support new and quickly-changing technologies.

• Ability to research solutions or information regarding technical issues.

• Participates in special projects as required.

• Scheduled after-hours support on rotation basis.

Other information:

LINES OF REPSONSIBILITES:

(Chain-of-command)

1. (Director)

CUSTOMER SERVICE:

Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C.A.R.E.S program which outlines the Customer Service Principals including:
Commitment, Accountability, Respect, Excellence and Service.

AGE SPECIFIC
:

Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient's status and interpret the appropriate information needed to identify each patient's requirement relative to his or her age.

AMERICANS WITH DISABILITIES ACT: (ADA):

A.
Essential Duties
:
Indicated by bold print within performance standards, preceding individual numbered criteria.

The following table provides…