The Technical Support Specialist II provides IT support to all customers of Memorial Health so the system can continue to provide great patient care. 

The Technical Support Specialist II, will provide day-to-day service and support including, but not limited to, answering incoming calls, troubleshooting issues related to software, hardware, network, account access, and documenting all courses of action taken to resolve or escalate the issue within the ticket tracking system.

Works closely with other IS Support team members and technical personnel to determine the exact nature of issues and resolutions and communication of outages when appropriate.

Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values.

***This role is onsite in Springfield Illinois***

Education:

• Associates degree in computer science or related field required.  Two years of experience with hardware/software may be considered in lieu of degree. 

Licensure/Certification/Registry:

• If applicable based on individual job responsibilities, must possess a valid Illinois driver’s license and must be deemed as an acceptable driver in accordance with the MH Fleet Safety Policy (five year MVR will be required).

Experience:

• Minimum of three years hands on experience with hardware, including but not limited to, desktops, laptops, printers, scanners and mobile devices.
• Minimum of two years support experience with software, including but not limited to, Microsoft Windows operating system, Microsoft Office, remote desktop tools, Helpdesk ticketing software, Active Directory, Citrix, and Adobe products.
• Experience in answering calls, ability to understand customers issues and questions, resolving issues over the phone or remotely, and ability to communicate using non-technical verbiage.
• Experience with networking and web-based applications and technologies preferred.
• Ability to document in detail the issue being reported, steps taken to resolve, or attempt to resolve, and to escalate to the appropriate support team as needed.
• Skills include customer service, communication, interpersonal, organizational, and problem solving.
• Ability to adapt to an ever-changing fast paced IS environment, changes in priorities, and to learn quickly and under pressure.
• Possess the ability to regularly lift, push, and pull up to 50 pounds.
• Availability to participate in nights and weekends ‘on-call’ rotation and rotation for holiday coverage as required for providing 24x7x365 support.
• Work with team members to improve skill sets and disseminate knowledge.

1. Provide direct first and second level IT/IS support to customers and clients with an emphasis on first call resolution. While providing excellent customer service.

2. Triage, find resolutions, and/or provide possible work around for customer related issues and inquiries within the requirements of MH IS policies and procedures.

3. Communicate and coordinate with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

4. Accurately and succinctly identify and communicate customer issues to various IS Division teams for appropriate distribution and identification of issues.

5. Document and update all information, details related to customer issues, steps taken to resolve, or attempts to resolve. Facilitate escalation to appropriate IS support teams as defined in the support documentation.

6. Perform troubleshooting and repair on hardware including computers, laptops, peripherals, printers, scanners, pagers, mobile devices, network connectivity, etc.

7. Acts as liaison between customer departments, Information Services, and software vendors to resolve issues, answer questions, and complete requests for service.

8. For the Helpdesk role, resolve problems or issues over the phone or remotely. Able to walk users through steps for identifying or resolving issues.

9. Use of remote administration and other tools as needed to provide accurate and creative solutions to problems of moderate complexity.

10. Follows-up on service requests to determine the status of calls and to ensure the highest level of customer service and satisfaction.

11. Provide innovative and accurate feedback for the development and maintenance of customer and community facing support documentation.

12. Perform other duties including answering incoming telephone calls to the department, and participating in on call duties and off-site location support

13. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• • SAFETY: Prevent Harm - I put safety first in everything I do. I take action to ensure the safety of others.
  • COURTESY: Serve Others – I treat others with dignity and respect. I project a professional image and positive attitude.
  • QUALITY: Improve Outcomes – I continually advance my knowledge, skills and performance. I work with others to achieve superior results.
  • EFFICIENCY: Reduce Waste – I use time and resources wisely. I prevent defects and delays.

14. Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.