IT Support Specialist – Alpena Job at Thunder Bay Community Health Service
Summary: Provide a high quality and effective Information Systems (IS) service by supporting the IS infrastructure and providing technical assistance and help desk support to the organization.
Essential Duties and Responsibilities: include the following; other duties may be assigned:
Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware
- Provide first line of service for all help desk requests. Completing tasks within skill set and assigning tickets to other department members for issues depending on the type of issue.
- Manage help desk tickets and provide same day response.
- Create and terminate all new end user accounts
- Notify manager of tickets becoming stale, or issues noticed in workload balancing within the department.
- Notify manager of trends in employee IT issues
- Document all communication and time spent on help desk tickets into the help desk system
- Resolve end users hardware and software issues according to established procedures and policies.
- Communicate effectively to staff through verbal and ticket communication the follow-up to their issues to ensure that issues have been resolved appropriately
Maintain TBCHS IT equipment
- Responsible for having an up-to-date and accurate inventory of current TBCHS IT equipment
- Install new devices and document them within the inventory
- Follow our asset destruction procedure and remove the device from our inventory as devices are removed or replaced.
- Ensure all devices are labeled appropriate and update the inventory as devices are swapped or moved to new locations
Skills and Other duties and responsibilities as assigned
- Communicate with staff regarding IT use and operations
- Work with third-party vendors to support and diagnose network or software problems as assigned
- Assist with various IT projects
Education and/or Experience: Associate’s degree (A. A.) or equivalent from a two-year college or technical school; or three to five years related experience and/or training; or equivalent combination of education and experience.
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