Information Tech Specialist I

IT Specialist

Under the direction of the Infrastructure and Technology Service Desk Supervisor, the IT Specialist effectively provides Single Point of Contact service for incidents or service requests, using the Incident Management and Request Fulfillment processes, in line with Service Desk objectives. The IT Specialist must quickly and accurately troubleshoot issues related to software and hardware. The IT Specialist will work closely with other technical personnel to determine the root cause of issues and resolution analysis. The IT Specialist will be an instrumental component when deploying new technologies, or existing, to train and follow up with end users on the use of IT-related equipment and software.

Job Description

• Provide Single Point of Contact service for incidents or service requests.
• Troubleshoot issues related to software and hardware.
• Work closely with other technical personnel for root cause determination and resolution analysis.
• Train and follow up with end users on the use of IT-related equipment and software.

Requirements

• Minimum one year experience supporting workstation/printer/other endpoint hardware, preferably in a hospital environment or ability to demonstrate proficiency during interview.
• Hands-on and over-the-telephone troubleshooting experience required.
• Incident Management experience preferred – managing incidents throughout their lifecycle from incident recognition to incident resolution and subsequent documentation.
• Must have reliable transportation to support off-campus customers and other remote sites.

Special Skills

• Logical and creative thinking abilities.
• Problem-solving, communication, and interpersonal skills.
• Intermediate skill level with Microsoft Operating Systems and Microsoft Office applications.

Licenses/Certifications

• Required: 10982-E Certification (required within 1 year of hire), 10997-D Certification (required within 1 year of hire), CompTIA A+ (within 6 months of hire).

Education

• Preferred: Associates - Computer Information Systems, Bachelors - Computer Information Systems.