Technical Support Specialist II - Full Time

Technical Support Specialist II Position Summary :

This person will support ITS users for Lynn Community Health Center. The network supports almost 800 onsite and remote users, including a range of clinical and administrative positions. This person will be the first point of contact for LCHC users looking for technical support. They will troubleshoot and diagnose user issues and guide them to the appropriate solutions. Information Technology Services (ITS): The Information Technology Services (ITS) team provides the technological backbone for Lynn Community Health Center, with a focus on maintaining and enhancing the organization's ITS infrastructure, ensuring smooth operations, and delivering reliable support.

Duties & Responsibilities :

Answer incoming phone calls and requests from users and provide first-level technical support. Escalate complex issues to higher-level support as necessary. Provide clear and concise explanations to users, ensuring their understanding of solutions. Documents requests and incidents using the ticketing system Assist in onboarding new employees, ensuring they have the skills and knowledge to utilize relevant technical tools.

Experience and Qualifications :

Relevant academic training in health-related information technology or related area and knowledge preferred; Bachelor s Degree in IT preferred Minimum 3 years experience in information technology systems required A+ certification required Prior experience in user support preferred healthcare organization experience preferred Must possess excellent communications skills, both verbal and written History of good attendance and positive work attitude

Relevant Technologies :

Remote management and monitoring Cisco equipment Dell, HP and Lenovo equipment Microsoft suite of applications and technologies Symantec security and Device imaging applications

Required Skills :

Ability to clearly communicate technical concepts to non-technical people Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures Knowledge of process-oriented methodologies Ability to work effectively in a fast-paced environment Ability to research and resolve complex problems that Level I support has not been able to resolve Ability to analyze and identify trends in issue reporting and recommend preventive solutions