Technical Support Specialist

Primary Responsibilities

1. Provide level 1 and 2 service desk support utilizing institutional issue management system. Analyze, research, and resolve complex end-user incidents/issues. Ensure timely response to reported issues, assign appropriate prioritization, provide thorough documentation, escalate issues as necessary, and monitor all issues through to resolution. 
2. Configure and deploy new equipment for employee use; including operating systems, requested software applications, computing peripherals, and workstation setup as necessary.  
3. Diagnose and repair hardware components, memory management, operating systems, and application software on previously deployed computing devices and peripherals.  
4. Support DHCP, DNS, AD DS, file sharing, printing services, and other network services as needed to maintain business operations.  
5. Support primary productivity and collaboration applications including messaging, video conferencing, telecommunications, and office suite.   
6. Ensure confidentiality, availability, and integrity of all TFI information systems through implementation of institutional threat detection systems and compliance with security policies and protocols.  
7. Maintain inventory throughout the asset lifecycle. Implement newly procured assets, maintain existing asset health, and retire outdated/unsupported assets. Update asset information within asset management system. Monitor deployed systems for required OS patches, software upgrades, and scheduled hardware replacement. 
8. Provide appropriate access to applications, systems, and data as defined by institutional policy and procedure. 
9. Train customers as needed on supported devices and technologies. 
10. Review, update, and maintain documentation as needed for knowledge base, internal processes and procedures, workflows, and training manuals. 
11. Assist with review and evaluation of new hardware and software products and provide relevant reviews/recommendations. 
12. Collaborate with Managed Services vendor and assist as necessary to ensure systems and networks are operating as expected.   
13. Ensure IT-related on-boarding and training materials are accurate and participate in new employee and student orientation processes.   
14. Develops and maintains productive relationships with TFI users to ensure technology platforms and hardware meet current and future business needs. 
15. Advocate for compliance with established organizational policies and standards. Monitor the environment and report potential issues. 
16. Participate as technical expert in organization-wide IT-related projects in collaboration with assigned project manager. 
17. Provide weekly status reports to Information Technology Operations Manager. 
18. Perform other duties as assigned by manager for business necessity.

Summary of Qualifications

Knowledge and Skills

1. Expert knowledge of Windows operating systems, and significant experience supporting Mac devices/operating systems. Ability to support relevant organizational applications within Android and iOS environments.  
2. Experience working with popular incident tracking and asset management software applications. 
3. Required experience with Microsoft 365 and Azure environment. 
4. Excellent verbal and written communication skills with the ability to establish strong working relationships with community members.  
5. Ability to perform essential duties with little to no assistance. 
6. Prior experience within a healthcare setting and familiarity with HIPAA requirements is preferred. 
7. Industry-related certifications (CompTIA, ITIL, PMP, MCSA, etc.) are preferred.

Minimum Hiring Specifications

1. Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience. 
2. 3-5 years of experience working in IT operations performing similar duties.     
3. Working knowledge of a broad set of IT concepts: computer systems, information security, networking, systems administration, databases and data storage systems, and phone systems.