Technical Support Specialist

MAJOR FUNCTION:

Under the supervision of the Director of Information Technology, the Technical Support Specialist is responsible for the planning, design, programming, implementation, documentation and maintenance of complex, technically oriented and sensitive computerized systems. Performs related work including, but not limited to, ESSENTIAL FUNCTIONS.

ESSENTIAL FUNCTIONS:

Perform Windows Servers Administration function which includes applying security and operating system patch updates.

Maintain proper system backups for all servers, user data, and shared data on premise and in the Cloud.

Maintain all network connections, remote access management, for all on-site and off-site VPN connections.

Perform in-depth systems analysis and development of complex, technical or sensitive projects that impact integral administrative and organizational systems.

Provide technical support of hardware, applications, operating systems, and networking and may participate in applications development and system integration.

Maintain and perform all hardware troubleshooting on servers which includes File Servers, SQL Server, Domain Controllers, all PC workstations, and network attached devices.

Perform maintenance and modifications of programs currently in production to keep them responsive to user needs and to assure efficient operation in the production environment.

Under supervision, maintain system applications including Windows OS and other applications included on the standard HJA configuration.

Serve as a technical expert or specialist in a particular area such as operating systems, applications or network hardware. Integrate knowledge and skills from a range of technologies to address work assignments and problems of moderate to high complexity.

ADDITIONAL RESPONSIBILITIES:

• Ability to interact with a broad range of clients and/or technology support employees requiring very strong communication skills and ability to use a wide range of technical resources for providing technical support to clients.
• Ability to research and implement appropriate new technologies. Create and maintain technical documentation for all hardware and software applications.
• Provide administrative reports to ensure up-to-date and accurate information
• Greet all patients/clients/customers via telephone or directly in a personal and professional manner.
• Participate in other assigned duties as designated by the Director of Information Technology.

REQUIREMENTS:

EDUCATION & EXPERIENCE:

• Graduation from an accredited college with an A.A.S degree in Computer Science
• Two (2) years experience in computer programming, information system design and systems analysis, which shall have involved some responsibility in the development and implementation of data processing systems.
• Applicants who do not possess the preferred education criteria may substitute additional experience as indicated above on a year-for-year basis.

KNOWLEDGE, SKILLS, ABILITIES AND OTHER (KSAO’s)

• Thorough and up-to-date knowledge of the capabilities, operating characteristics and programming of network/server/workstation equipment and software.
• Thorough knowledge of information system design concepts and alternative manual, mechanical or electronic means for gathering and storing data, as well as converting data into useful information.
• Strong knowledge of Windows Servers, Domain Controllers, and Active Directory Services. Strong Hands-on experience with Windows Terminal Server.
• Experience with Microsoft365.
• Strong troubleshooting skills. Ability to troubleshoot and resolve technical issues related to network hardware/software (servers, workstations, OS) in a timely and professional manner.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Self-motivated, detail-oriented and organized. Ability to work independently and efficiently to meet deadlines.
• Strong interpersonal skills for frequent interactions with users and managers.
• Strong working knowledge of data processing, programming, system design, problem analysis and hardware.

PHYSICAL & WORK REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to walk and talk or hear. The employee frequently is required to stand and use hands to handle, finger, or feel objects, tools or controls. The employee is occasionally required to sit; reach with hands and arms; climb or balance; stoop, kneel, or crouch.
• The employee must frequently lift and/or move up to ten (10) pounds and occasionally lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.