• Courteously provide friendly customer service via phone, email, and in person.
• Troubleshoot, resolve, and document incidents and requests in the ticketing system.
• Maintain users and permissions via Active Directory and Exchange.
• Deploy and configure Operating Systems, user laptops, desktops, and mobile devices.
• Identify and learn the appropriate software and hardware utilized by the organization.
• Install, update, and configure desktop software and hardware.
• Perform post-resolution follow-ups to help with requests and incidents.
• Provide end-user support and training of tools and systems.
• Collaborate with other IT Teams and external vendors on recurring incidents and requests.

Skills: Customer Service, Incident Troubleshooting, Active Directory Management, System Deployment, Software Installation, Hardware Configuration, End-User Training, IT Team Collaboration

• Answer Help Desk calls in a courteous and friendly manner, handle email and in-person requests from all clients.
• Log all trouble tickets as per the IT department's best practices.
• Prioritize problems, troubleshoot, and exercise problem-solving skills.
• Follow up with clients to ensure resolution is complete and timely.
• Collaborate and work effectively with other members of the Help Desk Support team.
• Work with the Desktop and Infrastructure teams to diagnose and resolve issues.
• Communicate with internal clients and the IT groups about Help Desk issues.
• Maintain Knowledge Base documentation of problem cause, impact, and resolution.
• Develop an understanding of the user environment and maintain technical knowledge.
• Handle equipment bookings and setups (laptops, projectors, smartphones, video conferencing).
• Support desktops, laptops, and mobile smartphone devices.

Skills: Help Desk Support, Ticket Logging, Problem Prioritization, Client Communication, Team Collaboration, Issue Diagnosis, Knowledge Base Maintenance, Device Support

• Provide internal customer support.
• Execute day-to-day maintenance and operations.
• Maintain vendor relationships.
• Perform process improvement analysis and keep systems up to date.
• Troubleshoot problems with the operation, performance, and functionality of desktop application software and certain data center hardware.
• Work with users, IT staff, and vendors to assess and perform root cause analysis to resolve issues with applications, processes, or hardware.
• Manage and support the CMC’s mobile technology.
• Ensure daily, weekly, and monthly checks are completed and internal operating procedures are followed.
• Provide mentoring and coaching to team members.

Skills: Internal Customer Support, Operations Maintenance, Vendor Management, Process Improvement, Troubleshooting, Root Cause Analysis, Mobile Technology Support, Team Mentoring

• Assist remote users with connectivity issues with published remote desktop applications and VPN.
• Assist staff with audio, video, and presentation equipment.
• Assist staff with conference calls and web meetings.
• Assist all users with questions about supported software and computing platforms professionally and courteously.
• Provide technical architecture and assist with project management role for computer upgrades, software rollouts, and other IT-related projects.
• Provide guidance and support to all staff.
• Demonstrate an awareness of current procedures, policies, and processes and convey these to staff.
• Escalate critical help desk issues to the supervisor in a timely fashion.
• Recommend updates to procedural documentation to the IT Department Management and update as instructed.
• Assist with writing technical documents and training staff on supported applications.
• Install new computers and peripherals for new or existing staff and accurately document and report new inventory.
• Assist with staff moves and accurately record and report any inventory changes.
• Lift IT equipment, including PCs, laptops, and printers.
• Research questions using available information resources.

Skills: Remote Support, AV Equipment Assistance, Conference Support, Software Guidance, Project Management, Technical Documentation, Inventory Management, IT Policy Awareness

• Provide help desk support.
• Create new employee credentials.
• Serve as a PC technician.
• Interact with JHMH IT support staff.
• Maintain Spiceworks Helpdesk ticketing software.
• Maintain Windows software updates.
• Provide basic PC support to Hughston employees and physicians via desk-side assistance, email, or phone, and follow up to ensure issues are corrected.
• Determine the root cause of incidents reported to the IT department using prior expertise.
• Install, configure, troubleshoot, diagnose, and resolve issues with PCs, laptops, network connectivity, printers, and peripherals.
• Support platforms, which include Windows 7, Windows 10, Microsoft Office, computers, network printers, and mobile devices.
• Assist as instructed with the build-out of computer systems for clinic use.
• Escalate complex inquiries to the appropriate IT personnel.

Skills: Help Desk Support, Credential Management, PC Troubleshooting, Ticketing System Maintenance, Software Updates, Desk-side Assistance, Incident Root Cause Analysis, Peripheral Support

• Provide excellent support for all end users, including executives, by investigating issues and providing complete solutions on time.
• Monitor tickets in multiple queues to facilitate the processing of customer support requests, prioritize and complete work to meet or exceed response and resolution targets.
• Follow defined policies and procedures to manage workflow, including escalation of tickets, and utilize available resources to promptly and accurately identify resolutions.
• Manage anti-virus software, monitor alerts, and remediate and clean virus/malware issues.
• Mitigate failed patches and updates.
• Apply updates and patches when the electronic application means do not exist.
• Build and upgrade employee computers, and test computers and other hardware.
• Monitor and administer the remote desktop services environment and TeamViewer.
• Monitor and administer print services, copiers, and multifunctional devices, and coordinate with vendors.
• Monitor and administer conference room technology.
• Explore ways to improve processes to enhance end-user experience and deliver efficiencies.
• Support the network infrastructure and assist with moves and network changes to the facility.

Skills: End-User Support, Ticket Management, Policy Compliance, Anti-Virus Administration, Patch Management, Hardware Upgrades, Remote Desktop Administration, Network Support

• Work one-to-one with executives and their representatives, quickly and accurately resolving issues while instilling confidence and demonstrating a high degree of professionalism.
• Recommend the best use of IT services to executives based on their needs.
• Configure personal devices for executives, including laptops, desktops, mobiles, video, and teleconferencing devices.
• Own all hardware and software issues identified by the executive and communicate status regularly.
• Travel with executives to off-site meetings and/or conferences, providing personal support throughout the event.
• Coordinate internal office moves for executives.
• Provide well-articulated, business-oriented responses to executive queries regarding IT within their areas of expertise and solicit answers from others.
• Deliver off-hours support within a team rotation.
• Maintain positive working relationships with all IT ecosystem supplier support personnel to foster a collaborative environment.
• Troubleshoot, diagnose, and apply logical solutions to resolve issues related to personal devices, network connectivity, printing, and application usage for the executive team.
• Utilize standard support tools and systems efficiently to quickly resolve issues.
• Build a positive working team environment where diverse staff feel committed to the business and can fully contribute.
• Dispatch work professionally to suppliers for resolution when appropriate and follow up to ensure task completion.
• Log incidents electronically to enable activity analysis and reporting by the IT organization.

Skills: Executive IT Support, Device Configuration, Issue Ownership, Onsite Event Support, Office Move Coordination, Business Communication, Supplier Collaboration, Incident Logging

• Provide technical desktop support services in problem-solving the operation of desktop hardware and software.
• Maintain network connectivity as well as local printing mechanisms, and install, configure, and test workstation peripherals.
• Manage and track all Change Management tickets associated with desktop problems to meet the information technology resource needs for all employees in the Client’s and other field offices.
• Create and maintain workstation images.
• Manage SCCM application deployments and distribution points.
• Perform hardware and software diagnostics.
• Perform physical installation of IT equipment.
• Assist remote IT support teams with the use of the SCCM console and other functions.
• Undertake general administration duties.

Skills: Desktop Support, Network Connectivity Maintenance, Peripheral Installation, Change Management, Workstation Imaging, SCCM Administration, Hardware Diagnostics, IT Equipment Installation

• Work as a part of the global operations team, supporting SaaS products and services.
• Provide initial ticket triage and first-line response to general tickets raised from users.
• Create and review documentation that is both internal and external facing.
• Draft and review reports to be shared both internally and externally.
• Carry out ad-hoc daily and weekly tasks to support departmental operations and objectives.
• Provide world-class service, support, and incident management to the customer base in a proactive manner, taking ownership of issues and doing everything possible to ensure customer satisfaction.
• Effectively escalate IT-related issues to other operations team members when providing first-line support to users.
• Provide feedback and input to management, team members, and related internal departments to improve product quality, uptime, reliability, and customer experience.
• Embrace technical excellence and continuous learning.
• Confidently contribute and adapt to changing requirements, ideas, and solutions.
• Support, encourage, and contribute to the growth and success of the entire team.
• Carry out all tasks within the job holder’s level of skill and ability.

Skills: SaaS Support, Ticket Triage, Documentation Management, Report Drafting, Incident Management, Issue Escalation, Customer Satisfaction, Continuous Learning

• Provide technical direction and expertise in a variety of specialized areas, including information systems engineering, database design, systems standards, process engineering, systems design, and requirements specification.
• Establish system information requirements.
• Evaluate and integrate cross-functional requirements and interfaces.
• Evaluate and define system requirements.
• Support application design by contributing expertise to applications, operations, and technical support teams.
• Protect data and information by recognizing and identifying abnormalities and reporting violations.
• Be responsible for cybersecurity.
• Identify inefficiencies and potential or perceived threats.
• Update job knowledge by participating in educational opportunities.
• Read professional publications and maintain personal networks.
• Participate in professional organizations.

Skills: Technical Direction, Systems Engineering, Database Design, Requirements Specification, Cross-Functional Integration, Application Support, Cybersecurity, Threat Identification

• Engage with initial phone calls and emails, create the initial ticket, and escalate on demand to other departments with warm handoffs.
• Assist end-users with various desktop support-related questions, such as setting up Outlook, OneDrive, access via Remote Desktop, printer configurations, internet issues, networking questions, and other Level 1 support issues.
• Assist customers with initial ticket creation for issues regarding extended warranties, RMAs, and questions such as order status and shipping verifications.
• Spend a portion of the workday reviewing existing tickets and looking for cases that should be closed, following up with users, and setting reminders for future action.
• Maintain customer information records, including gathering information about that customer and making sure that information is up to date in applicable systems.
• Follow up with and ensure that tickets are being completed on time, and work with escalation team members to ensure that tickets are being completed.
• Train with Systems Engineers and Technical Support employees to help better skills and knowledge.
• Work with them on more complex issues as time allows.
• Answer help desk line, providing first-level ticket resolution, and escalating tickets.
• Perform installations, upgrades, moves, and changes for computer workstation hardware and software, printers, phones, and other common office hardware.

Skills: Ticket Creation, Issue Escalation, Desktop Support, Customer Information Management, Ticket Follow-up, User Training, Hardware Installation, First-Level Resolution

• Answer all technical requests in a timely and effective manner.
• Troubleshoot desktop and network-related issues.
• Provide general hardware support for smartphones, laptops, printers, etc.
• Identify recurring issues and service improvement opportunities.
• Extensively liaise with internal stakeholders.
• Provide Tier I and Tier II technical support.
• Review incoming requests and prioritize for appropriate action.
• Troubleshoot, resolve, and escalate technical issues.
• Manage and maintain tickets in the help desk ticketing system.
• Support end-user requests for information and training.

Skills: Technical Request Response, Desktop Troubleshooting, Hardware Support, Issue Identification, Stakeholder Liaison, Tier I/II Support, Ticket Management, End-User Training

• Utilize software tools to automate the installation of Operating System images and application software.
• Perform troubleshooting of system software and hardware problems.
• Analyze problem tracking reports and provide status reports, problem summaries, and action plans to management staff.
• Manage queue, prioritize work assignments, and ensure that proper problem resolution and asset information are entered into the tracking system.
• Serve as an escalation resource on problems requiring advanced technical knowledge.
• Respond to requests for technical assistance.
• Diagnose and resolve first-level technical hardware and software issues.
• Escalate problems to second-level support.
• Track problems and requests and document solutions.
• Maintain IT Knowledgebase.
• Work on various IT projects.

Skills: Software Automation, System Troubleshooting, Problem Analysis, Queue Management, Escalation Support, Technical Assistance, Knowledgebase Maintenance, IT Project Support

• Serve as initial contact for all internal and external customer technical support required for computer workstation hardware and software, telephone, network, operating system, printing, and Internet access problems.
• Assist with Level 1 technical support calls.
• Assist with chat inquiries and other duties assigned to the Service Desk, i.e., RSA provisioning, Google Analytics Account setups, etc.
• Troubleshoot technical issues related to PCs, including operating systems, networking, and hardware.
• Ensure trouble tickets are completed promptly.
• Handle incoming requests to the help desk by successfully analyzing, resolving, and documenting problems and requests following current standards.
• Follow up with customers to ensure work orders were completed and that there is a strong degree of customer satisfaction.
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.

Skills: Technical Support, Level 1 Support, Service Desk Assistance, PC Troubleshooting, Ticket Resolution, Request Documentation, Customer Follow-up, Product Knowledge Maintenance

• Technical certifications in Microsoft technologies, CompTIA certifications, or equivalent work experience
• Certifications in computer hardware, operating systems, networking, etc.
• Fundamental knowledge of computer workstation hardware, networking principles, business applications, and peripheral devices.
• Experience administering users and computers in a complex enterprise environment.
• Able to read and understand technical manuals and procedural documentation.
• Strong written and oral communication skills and effective interpersonal and relationship-building skills.
• Ability to present ideas effectively to both technical and non-technical stakeholders.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Demonstrated strong customer-service orientation.

Qualifications: BS in Information Technology with 4 years of Experience

• Experience as a Service Desk Analyst or equivalent customer service position.
• Fluent in English and French with excellent written and oral communication skills.
• Proficient in Windows, Microsoft Office Applications.
• Basic keyboarding skills, ability to use a mouse, multiple monitors, and a touchpad.
• Excellent customer service skills.
• Detail-oriented with excellent time management skills.
• Exceptional problem-solving and organizational skills.
• Strong analytical and time management skills.
• Excellent verbal and written communication skills.

Qualifications: BS in Web Development with 1 year of Experience

• Proficiency with computers and related office equipment.
• Excellent customer service with strong verbal and written communication skills.
• Proven ability to analyze and resolve problems with attention to detail.
• Knowledge of the financial services industry.
• Willingness to work flexible schedule, including overnight shifts and weekends.
• Knowledge of the financial services industry, ITIL, Six Sigma, or Gaspe.
• Strong organizational skills and the ability to perform multiple high-priority tasks directly related to clients or internal staff.
• Strong awareness and understanding of maintaining customer confidentiality.
• Ability to prioritize, organize, and accomplish work to achieve specific goals.

Qualifications: BA in Communications with 2 years of Experience

• Customer service experience or demonstrated ability.
• Experience providing basic support and understanding of IS systems, PC, and/or Microsoft applications, mainframe, midrange, WAN, telecommunication, and various clinical applications.
• An understanding of the interactions between system components.
• Must be proficient in the use of computers to provide initial system telephone support service, with experience in utilizing a call-tracking tool.
• Basic knowledge of the call center environment and the importance of time management skills.
• Well-developed typing/keyboard skills (40 WPM).
• Working knowledge of Active Directory, e-Directory, or i-Manager.
• Must be comfortable operating in collaborative, shared leadership environments.
• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring.
• Ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.
• Must be able to adapt to frequently changing work priorities.

Qualifications: BS in Information Systems with 3 years of Experience

• Technical service desk experience, preferably technical support of computer hardware and software, and internet connectivity issues.
• Ability to interface with clients as well as work with one or more teams of Level 1 technicians.
• Excellent customer service skills including phone etiquette, listening skills, empathy, sense of urgency, and enthusiasm.
• Advanced functionality of the PC and Windows system software.
• Advanced problem analysis skills.
• Ability to analyze and interpret a variety of lists, databases, reports, and software applications used in the processing of service requests.
• Strong leadership skills to interact with customer personnel for upper-level technical support and procedural issues.
• Excellent verbal and written communication skills with emphasis on customer experience, including handling difficult customers and conflict resolution.
• Understanding of Knowledge Base or Run-book for technical support.
• Basic Active Directory skills.
• Multitasking ability to set priorities, quickly zero in on the critical few, and put the trivial aside, and can juggle numerous tasks and priorities while maintaining a productive flow of work.
• Ability to handle several projects simultaneously, either individually or in a team setting.

Qualifications: BS in Cybersecurity with 5 years of Experience

• Experience providing direct and exceptional user support in a high-performance culture in a help desk or service desk environment (phone support, not desktop support).
• Experience supporting Windows-based computers, including Microsoft Windows 10.
• Experience supporting Smartphones, e.g., iPhone, Android.
• Experience supporting Microsoft Office Applications.
• Experience with Citrix or other remote access technologies.
• Possess ITIL and Microsoft Office Application certifications.
• Experience using and supporting Adobe Acrobat, Avaya Telephony, Blackberry Work, Mac laptops/OS.
• Experience deploying operating systems with SCCM
• Demonstrated ability to provide technical onsite support to end users.
• Strong organizational skills and the ability to perform multiple high-priority tasks directly related to clients or internal staff.

Qualifications: BS in Management Information Systems with 4 years of Experience

• Experience in customer support in a technical field.
• Technical support experience with strong technical skills.
• Scripting experience utilizing any of these scripting languages - PowerShell, VBScript, Winbatch, or Batch.
• Ability to work independently as well as in a team environment.
• Ability to be on call.
• Well-developed communication, organization, and customer relations skills.
• A positive attitude and a professional appearance.
• Ability to create and maintain operating system images.
• Knowledge of software and operating system deployments utilizing automation.
• Positive service-oriented interpersonal and communication skills.

Qualifications: BS in Computer Engineering with 3 years of Experience

• Basic Windows OS experience, including Microsoft and Apple operating systems.
• Basic networking knowledge.
• Basic hardware knowledge, including laptops and desktops.
• Microsoft Office experience (Office 365).
• Basic audio-video skills.
• Solid methodical troubleshooting skills.
• Effective interpersonal, verbal, and written communication skills.
• Strong negotiation, persuasion, facilitation, and influencing skills.
• Strong analytical, organizational, and coordination skills.
• Be able to work in a results-driven environment.

Qualifications: BS in Network Administration with 2 years of Experience

• Experience in an IT-related position.
• General understanding of a Microsoft environment.
• Previous ServiceNow experience.
• Ability to diagnose and resolve basic computer technical issues.
• Excellent customer service skills.
• Strong verbal communication and problem-solving skills.
• Able to work in a fast-paced environment.
• Ability to add, subtract, multiply, or divide quickly and accurately.
• Ability to operate a computer with relevant software applications.
• Ability to maintain confidentiality.

Qualifications: BS in Software Engineering with 1 year of Experience

• PC troubleshooting experience, and can demonstrate these abilities.
• Must be able to troubleshoot the Windows OS (Windows XP, Windows 7, and Windows 8).
• Able to diagnose PC hardware-related problems remotely, and have the ability to convey this information to employees and customers.
• Must have a basic knowledge of networking (i.e., program IP addresses, Subnet Masks, and Gateways).
• Ability to set up and program CCTV DVRs, HVRs, and NDVRs.
• Ability to set up and configure various types of analog and IP-based cameras.
• Ability to troubleshoot connection issues, focusing, and lens configuration of analog and IP-based cameras.
• Background in one or more of the following fields: video surveillance, networking, and computer repair.
• Great communication skills, both verbal and written.

Qualifications: BS in Data Science with 3 years of Experience

• Sound experience in a Help Desk/Customer Service environment.
• Experience with Windows/Active Directory/Microsoft SCCM/Lotus Notes.
• General hardware knowledge.
• Smartphone support experience.
• Strong problem-solving skills with attention to detail.
• Microsoft Certified Professional Certification, equivalent or better certification.
• Proficiency with recent Microsoft desktop Operating Systems and Office Suites.
• Demonstrated technical ability.
• Demonstrated ability to successfully interface with clients with a professional and positive approach to problem resolution.
• Excellent customer service skills.

Qualifications: BS in Computer Science with 4 years of Experience

• IT Support experience or customer service-related experience.
• Help Desk Ticketing System experience.
• Experience in hardware installation and troubleshooting, such as Apple Mac mini, Mac Pro, MacBook Pro, HP and Dell workstations and laptops, MacOS and IOS, etc.
• Proficiency with Windows 7 Operating Systems and basic knowledge of network environments.
• Excellent customer service skills.
• Strong IT troubleshooting and critical thinking skills.
• Positive, professional, and dependable.
• Strong awareness and understanding of maintaining customer confidentiality.
• Effective interpersonal, verbal, and written communication skills.
• Ability to build rapport with customers and the Help Desk team.

Qualifications: BS in Information Technology with 2 years of Experience

• Experience in a customer service/help desk-related environment, with Microsoft Certification.
• General knowledge of network devices (switches, firewalls, etc.).
• General knowledge of Office 365.
• General knowledge of VMware.
• General knowledge of Windows 10.
• Proficiency in Microsoft Office Suite, particularly Microsoft Excel.
• Proficiency in Google Suite, particularly Gmail and Google Docs.
• Experience with help desk ticketing systems (Desk, Fresh, ConnectWise).
• IT hardware, software, and managed services technology experience.
• Empathy for the customer when delays or issues occur.
• Exceptional communications and organizational skills, with the ability to manage time effectively.
• Strong multi-tasking skills.

Qualifications: BS in Cybersecurity with 3 years of Experience

• Experience with End-user support for 300 or more users, including troubleshooting hardware and software issues, and troubleshooting access issues.
• Experience with Active Directory and Azure AD user management, including creating, unlocking, deleting, and disabling accounts, managing group memberships, assisting with password changes, and multi-factor authentication.
• Experience with hardware support for 300 or more desktops, Windows Updates, BIOS/Firmware Updates, Apple, Dell, or HP Hardware diagnostics.
• High attention to process and detail.
• Network diagnostic skills beyond ping.
• A+ Certified, or Dell Self-Dispatch Certified.
• Experience working with OS deployment tools, like SCCM, Ivanti, LanDesk, InTune, etc.
• Excellent interpersonal, communication, and organizational skills.
• Should be interested in new and emerging technologies.
• Able to work with minimal supervision and make decisions relating to issues not spelled out in desk policy or procedures.
• Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team-building culture.

Qualifications: BS in Information Systems with 6 years of Experience