Work Status:

Full-time | 40 Hours per

Week Shift Details:

Monday-Friday | 8:00 AM-5:00

PM Department:

Information Technology Work Location:

On-site only Job Summary Provides advanced technical support for computer systems, applications, and network-related issues. Serves as the escalation point for Tier 1 support, resolving more complex problems and supporting the stability, security, and performance of IT systems. Works independently on troubleshooting, system maintenance, and coordination with vendors when needed. Essential Functions Advanced Support / Escalation Serves as escalation point for Tier 1 support issues; ensures issues are resolved, not just reassigned.

Diagnoses and resolves complex hardware, software, and connectivity issues. Systems & Network Support Supports core systems including servers, network infrastructure, and clinical applications (as applicable).Assists with user account management, access control, and security permissions.

Monitors system performance and identifies potential issues before they impact operations. Implementation & Maintenance Installs, configures, and maintains hardware, software, and system updates.

Assists with system upgrades, patching, and maintenance activities.

Participates in IT projects (equipment rollouts, upgrades, new system implementations). Vendor & Issue Coordination Works directly with external vendors or managed service providers to resolve complex issues.

Tracks and follows through on escalated tickets to resolution. Documentation & Process Improvement Documents issues, resolutions, and standard procedures.

Identifies recurring problems and recommends improvements or permanent fixes. Support Continuity Assists in maintaining backup processes, downtime procedures, and system recovery readiness. Competencies Strong troubleshooting and analytical skills.

Working knowledge of: Windows OS, Active Directory, M365Networking basics (IP, DHCP, DNS, connectivity troubleshooting) Ability to manage multiple priorities and escalations.

Strong customer service skills with ability to handle frustrated users.

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