IT Support Specialist

Company: CarePoint Health Management Associates
Location: Hoboken
Posted on: May 27, 2023

Job Description:

About Us
CarePoint Health is one of New Jersey's leading health care systems comprised of three long-standing and highly-regarded hospitals - Christ Hospital in Jersey City, Hoboken University Medical Center and Bayonne Medical Center. CarePoint united three area hospitals to provide 360-degree-coordinated care by integrating the medical facilities and physician networks associated with these institutions. With over 4,500 employees, CarePoint is the largest private employer in Hudson County, New Jersey and each year provides care to over 300,000 individuals.
CarePoint prides itself on its patient-focused approach to care delivery, with an emphasis on preventative medicine, health education, and disease management. Leveraging its vast network of physicians and healthcare experts, CarePoint is quickly becoming recognized as a leader in the broader healthcare landscape as it pioneers creative solutions to address urgent population health needs.
General Purpose of Position:
We are looking for a self-starter Field Service Technician to deliver the desired customer service experience. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.
What You'll Be Doing
IT Support Specialist (Level 2) - Technician Role:
The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing devices, workstations and network equipment; diagnoses and resolves problems in response to client reported incidents; converses with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with end user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products.
Level 2 Details:
Level 2 positions typically demonstrate proficient and comprehensive knowledge of defined skill areas/applications; apply knowledge of principles, practices, and procedures of a particular field of specialization to complete difficult assignments; promote a culture that is conducive to effective relationships among diverse team members; may lead a project team involved in completion of difficult assignments.; typically work with minimal supervision on difficult assignments, consulting with manager on unusual matters.
Work Duties:

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  • Provide Tier II customer service and technical support to end-users for hardware and software.
    
  • Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary.
    
  • Provide guidance and explain policies and procedures to end-users.
    
  • Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution.
    
  • Train users on new devices and technologies.
    
  • Install software on new or existing devices, in accordance with standard procedures.
    
  • Assist in the set-up of new equipment and devices.
    
  • Assist users in obtaining access to systems.
    
  • Utilize and maintain ticketing system, knowledge bases, white papers, FAQs, and vendor documentation.
    
  • Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.
    
  • Assist with preventative maintenance within specified guidelines and procedures.
    
  • May review and evaluate new computer hardware and software products.
    
  • Assist in the tracking of hardware and software inventory.
    
  • Assist and interact with hardware and software vendors
    
  • Participates on projects & IT system-wide teams
    
  • Required to report onsite (non-remote role).
    
  • Monday - Friday shift with after-hour / weekend on-call schedule rotation. - Maybe required to work after hours / weekends if necessary (projects go-live, emergencies, etc.)
    
    
    What We're Looking For
    IT Support Specialist - Technician (Level 2):
    
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    • 3+ years related experience
      
    • Associate degree or higher in Information technologycomputer science, engineering, or a related field
      
    • Or an equivalent combination of education and experience.
      
    • Relevant industry certification may be required.
      
    • Experience in a similar role would be advantageous.Excellent technical, diagnostic, and troubleshooting skills.
      
    • Excellent communication, motivational, and interpersonal skills.
      
    • Minimum of Level 2 support expertise in the Microsoft Ecosystem (Active Directory, Azure, Exchange, Office 365 - Admin, SharePoint, Teams, Bookings) etc.
      
    • Minimum intermediate knowledge of Infrastructure concepts: (networking, servers, SANs, etc.)
      
      

Keywords: CarePoint Health Management Associates, Hoboken , IT Support Specialist, Other , Hoboken, New Jersey