Systems Support Specialist

The EUC Systems Support Specialist provides excellent customer support to all internal and external Institute customers and stakeholders. The incumbent will respond in timely fashion to technical support requests relating to computer business applications and general systems issues; expertly diagnose, troubleshoot, and repair computer-based issues; and provide in-person support for Moves, Adds, and Changes (MACs) as it pertains to computer-based assets and their associated peripherals (as needed). This position will also provide maintenance of user accounts on the PC network and other applicable systems.

1. Acts as the primary point of contact for end users, providing support for software and application-related issues.
2. Collaborates with IS Support Teams to resolve service requests involving LAN connectivity, printer setup, internet access, file permissions, and the installation or upgrade of software and hardware.
3. Provides guidance and training to end users on department-supported applications to enhance their proficiency and resolve issues.
4. Configures and tests file paths to appropriate servers, folders, and network printing capabilities.
5. Creates and manages users and user groups in the directory structure. Determines, configures, and assigns TCP/IP protocols and its security permissions.
6. Utilizes imaging software to prepare workstation network readiness, and customer deployment.
7. Employs the IS ticketing system to allocate tickets, monitor resolution progress, and escalate unresolved issues to management as per established response time protocols.
8. Accurately tracks and updates fixed assets throughout the Institute through various stages of the hardware lifecycle.
9. Maintains all documentation, statistics, reports, and any other required information in a concise and appropriate manner, abiding by all departmental technical and operational standards.
10. Installs proprietary and vended software applications. Troubleshoot and resolve error messages, and software conflicts.
11. Researches, tests, and deploys new products, enterprise software releases, and upgrades used to enhance, protect, and secure the IS infrastructure.
12. Manages the integrity and security of workstations, various servers, server software, and user files.
13. Maintains an adequate library of support materials and documentation to assist end users at the Institute.

QUALIFICATIONS:
• CompTIA A+ Certification required.
• ITIL certification, preferred

EDUCATION:
• High School diploma or equivalent required
• Associate degrees or higher in Computer Science preferred

EXPERIENCE:
• Minimum six (6) years of formal information technology, desktop support, customer support, customer service, or technology management experience required.
• Experience in a health care setting highly desirable.
• Technical EPIC support experience preferred.