Information Technology Support Specialist

About the Role

The Desktop Support Specialist ensures the secure and efficient operation of endpoint devices and associated equipment and infrastructure. This role involves receiving, documenting, imaging, and deploying devices, as well as resolving end-user incidents and requests. The position adheres to documented Standard Operating Procedures and policies to support the mission of Indianapolis EMS.

Key Responsibilities

• Proactively contributes to IEMS's mission: Advocate, Care, Teach and Serve.
• Participates in the maintenance, monitoring, and issue resolution of all endpoint devices.
• Investigates and resolves endpoint issues, and recommends system or process changes.
• Employs technological resources to simplify troubleshooting.
• Serves as a technical resource for peers.
• Creates and maintains endpoint support knowledge documentation.
• Serves as primary technical resource for moves/adds/changes for endpoint hardware, software, and related network infrastructure.
• Maintains knowledge and skills in customer service, Windows OS, hardware, and related network infrastructure.
• Participates in after-hours on-call rotation for 7x24 operations.
• Observes the ITIL Framework and applies best practices.
• Communicates professionally and assists other IS/IT departments in planning and implementing new applications, software, or hardware.
• Provides direct customer service, on site when necessary, and coordinates proper escalation.
• Monitors ticketing system service orders for expeditious and quality customer resolution.
• Communicates with users on the status of identified problems and resolutions.
• Maintains complete and accurate documentation of issue root cause and resolution.
• Instructs users in appropriate equipment use and maintenance, observing Information Security practices.
• Acts as an ambassador of the IS/IT department.
• Acts as liaison between IEMS staff, vendors, and end-users.
• Performs other job-related duties as assigned.

Requirements & Tech Stack

• Associate degree in Computer Science or related field, or three years of varied/related experience in a hospital or large institution data processing environment.
• Relevant certifications/training (e.g., A+/Net+, MCSE/MCSA, CNE, PMI/PMP).
• Valid Indiana driver’s license.
• Interpersonal skills and customer service understanding.
• Ability to communicate and exchange information.
• Willingness to work as part of a team in a dynamic environment.
• Ability to work with a variety of people.

Knowledge, Skills & Abilities

• Basic understanding of IEMS procedures and IT problem escalation methods.
• Robust technical knowledge of PCs and desktop hardware.
• Intermediate knowledge of Microsoft's desktop OS' (including Windows 10 and future versions).
• Intermediate knowledge of Apple's desktop OS' (and future versions).
• Intermediate knowledge of Android's mobile OS' (and future versions).
• Intermediate knowledge of Apple's mobile OS' (and future versions).
• Solid ability to provide Microsoft Office 365 support and other common Microsoft products.
• General efficacy participating in projects of any size.
• Knowledge of network infrastructure design basic principles and ability to participate in network problem troubleshooting.
• Knowledge of one or more of the following: Information Security, Symantec Endpoint Protection, Altiris, and/or Mobile Device Management solutions.
• Knowledge of data restoration.
• Knowledge of remote-control tools.
• Ability to operate varied computer equipment.
• Ability to identify, analyze, and solve problems.
• Ability to communicate effectively with departmental personnel and all levels of personnel.
• Ability to listen effectively, inquire thoroughly, and maintain a professional demeanor under stress.
• Ability to achieve accurate, established deadlines and production levels.
• Ability to review systems for optimization and accuracy.

Additional Information

• Maintains patient and family confidentiality.
• Maintains protected health information in accordance with HIPAA and FERPA privacy guidelines.
• Employee may work independently under general direction.
• Regular interfacing with clients to ensure smooth operation.
• Regular contact with vendors and other computer professionals.
• Exercises sound judgment to determine problem extent and appropriate course of action.
• Determines when a procedure is no longer effective and implements revision.
• Responsible for proper use and care of computer equipment.
• Professional image and grooming required.
• Working environment includes general office settings, data centers, patient care areas, and off-campus locations.
• May be required to attend meetings or perform work remotely.