Technical Specialist II

JOB SUMMARY:
The Technical Specialist II, under the direction of the IT Support Supervisor demands leadership in
utilizing and transferring experience and professionalism to the rest of the technical support team
and our end users. This position serves as a back-up for the IT Support supervisor, and resolves
recurring, systemic, and/or complex nature problems. In addition, the Technical Specialist II
supports end users with help desk tickets to allow them to accomplish their business tasks.

ESSENTIAL FUNCTIONS:

• Provides responsive first-level help desk support, taking lead on more complex support
  issues.
• Serves as a Technical resource and mentor to Technical Specialist I’s.
• Receives, prioritizes, documents and resolves end-user requests.
• Applies diagnostic utilities and research to aid in troubleshooting.
• Installs and configures workstations and printers.
• Tests repairs to ensure problem has been adequately resolved.
• Maintains, troubleshoots, and repairs computer systems, hardware and computer peripherals,
  including preventive maintenance.
• Documents, maintains, upgrades or replaces hardware and software systems.
• Participates in the deployment, maintenance, support and upgrade of servers, desktop PC,
  WIN Terms, hardware, software, operating systems, and distributed printers.
• Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
• Performs post-resolution follow-ups to support requests.
• Perform all job responsibilities in alignment with the industry’s best security practices and
  regulatory guidelines to protect the confidentiality, integrity, and availability of protected
  health information and other sensitive company data.
• Must be familiar with and abide by the Corporate Compliance Program and all Corporate policies,
  including the Privacy and Security policies.

EDUCATION & LICENSURE:

• An Associate’s degree or the equivalent combination of education and experience is
required.

REQUIREMENTS:

• Three to five years of prior job-related experience is required.