IT Specialist I

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Responsible for installing, configuring, testing, monitoring, diagnosing, troubleshooting, repairing, cloning, maintaining, and upgrading all workstation hardware, software, network peripheral devices, and networking equipment while ensuring optimal workstation, network connectivity and device performance.
• Identifies problem areas in a timely and accurate manner, and provide end user training and assistance where required.
• Actively responds to Service Desk tickets, incoming calls and/or emails, escalated end user help requests within established service level agreements (SLAs), involving use of diagnostic tools, help request tracking tools, providing in-person, hands-on assistance at desktop level, including password resets, and after hours on-call emergency support.
• Keeps up to date with organ procurement organizations (OPOs) industry direction, guidance and requirements. Health Insurance Portability and Accountability Act (HIPAA), Centers for Medicare and Medicaid Services (CMS), Federal Drugs Administration (FDA), United Network of Organ Sharing) UNOS, Association of Organ Procurement Organizations (AOPO), American Association of Tissue Banks (AATB), and Eye Bank Association of America (EBAA).
• Assures that DNWest’s equipment is configured and maintained to regulatory requirements.
• Participates in and supports audit events as needed.
• Assists in software releases and roll-outs according to change management best practices.
• Supports development and implementation of new IT projects and new hardware installations.
• Supports IT equipment and processes within alternate business sites.
• Conducts research on computer products in support of PC procurement as requested.
• Assists in writing technical specifications for PC configurations, maintain standards documentation.
• Creates educational instruction that educates staff on using laptops, desktops, iPhones, call routing, etc.
• Recommends, schedules, and performs PC, hardware and peripheral equipment improvements, upgrades, and repairs.
• Accurately documents instances of hardware failure, repair, installation, and removal.
• Records Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Maintains up-to-date knowledge of hardware and software contracts.
• Aids in maintenance of business continuity and emergency response plans, maintain current knowledge of plan executables, and responds to crises in accordance with crisis response plans.
• Provides on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommends and implements corrective hardware and software solutions.
• Provides accurate accounting of IT inventory.
• When necessary, liaise with third-party support and PC equipment vendors.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions (FAQ) resources on the Internet/Intranet to aid in problem resolution.
• Provides hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Provides fixes on remote computing equipment, peripherals, and wireless and cell devices.
• Installs and maintains anti-malware software, and ensures security practices are enforced.
• Provides preventative maintenance, including checking and cleaning of printers, projectors and other technical peripherals.
• Tests fixes to ensure problem has been adequately resolved.
• Provides post-resolution follow ups with end users as required.
• Develops help sheets and FAQ lists for end users.
• Reinforces service-level agreements (SLAs)to manage end-user expectations.
• Required to travel to alternate business sites as needed.
• Required to work flexible shifts to cover a twenty four (24) hour work day.
• Required to work Saturday, Sunday, and Holiday shifts as needed and as scheduled.
• Required to work overtime (beyond eight (8) hour shift) as needed.

QUALIFICATIONS

• Working knowledge of a range of computer diagnostic utilities.
• Experience working in secure environments and supporting remote security tools.
• Hands-on hardware troubleshooting experience.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Strong documentation skills.
• Ability to communicate and present information effectively and concisely within a team environment.
• Experience working in secure environments and supporting remote security tools.
• Proactive and collaborative team player who can multitask with ease, and uphold organizational core values.
• Must possess strong interpersonal, priority-setting and strategic skills.
• Strong attention to detail, written and verbal communication skills.
• Thrives in a fast-paced dynamic environment and adjusts to new priorities as required.

EDUCATION AND EXPERIENCE

• Required experience with Service Desk Plus help desk system or other industry standard system[LJ1] .
• Required application support experience with Microsoft cloud based and on premise productivity software (Office 365 and Office Suite).
• Required extensive operating system support including Microsoft Windows and Apple iOS.
• Required technical knowledge of network and PC hardware.
• Required extensive knowledge of handheld device support including iPhone, and other smartphones, plus tablet devices.
• Preferred extensive equipment support experience with video conference, wireless local area networks (LANs), and printers (workgroup and personal).
• Preferred working technical knowledge of current network protocols, operating systems, and standards, including wireless networking protocols.
• Preferred experience with Microsoft Active Directory.