General Statement of Duties: The Technical Support Specialist's role is to ensure proper computer and related peripheral equipment operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostics, preventative maintenance tasks, setup of and configuration of new equipment and software solutions as well as responding to service and support requests from staff tracked via an organizationally identified request tracking tools. This role requires both direct user interaction and remote support of staff who may be working both on site and off site.
 
Job Responsibilities:
 
Support Activities
 

• Respond to and aid users with all manner of technical support issues which may be generated via phone, email, service desk requests or direct interactions with user as well as by the supervisors of departments or the supervisory\lead\senior roles within the Information Systems team.
• Prepare and update internal documentation to ensure accuracy of procedural documents, manuals, training materials for software installations and equipment use.
• Installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
• Work with users to develop secure technical behaviors as required to protect the assets and information and data of SSCHC and aid in the enforcement of the security standards of SSCHC as they related to technology use and operation.
• Deploy new applications and enhancements\updates and upgrades to existing applications hardware and software aiding users in the adoption of these tools to work tasks.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices.
• Works with team members to troubleshoot both complex and routine computer and computer peripheral issues. In this process record, track, and document service efforts and problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Performs one-on-one as well as group coaching and\or training on technology solutions and usage when necessary.
• Remain engaged on issues through completion to the best of their ability to ensure resolution or escalation of issues to senior level staff or Information Systems leadership to ensure staff issues are remedied or escalated to parties who will assume responsibility for remedy of issues.

 
Qualifications:
 

• Two years of Technical school education in Information Services, computer repair or equivalent training or equivalent documentable experience in a professional environment where technical support was a primary responsibility.
• Knowledge of and experience working with and supporting current desktop operating systems common business productivity toolsets such as Microsoft Office 365 products.
• Knowledge of Office 365 cloud-based tools used in a professional environment preferred.
• Knowledge of and experience working with common remote access support tools preferred.
• Demonstrated troubleshooting and problem-solving skills in previous work history.
• Strong customer service experience background with at least 4 years of direct customer service experience
• Previous experience in a healthcare related environment preferred but not required.
• Strong communication skills and ability to communicate complex technical details with a layman type language set.
• Strong sense of professional ethics and understanding of the importance of privacy associated with employment within the healthcare industry.
• Valid Wisconsin driver’s license and current auto insurance.
• Ability to relate well to people from diverse ethnic and cultural backgrounds.
• Bilingual in Spanish/English considered a plus.