Tech Support Level 2
Job Details
Annex - Claremore, OK
Full Time
$49,000.00 Salary/year
Description

Under direct supervision of the IT Support Manager the primary responsibility of the Tech Support II is to provide tier 2 level support for escalated service requests. The Tech Support II is expected to have advanced knowledge, troubleshooting skills as well as the ability to mentor peers regarding Microsoft operating systems, network and telecommunications equipment, and various computer hardware and peripherals.

You will:

• Act as the gateway to IT Services interacting with staff via phone, email and in person by providing front-line support to end users who face problems with computer software, hardware and/or peripherals.
• Responsible for ensuring the timely resolution of incidents reported by the staff.
• Document, track, monitor and communicate incident status in accordance with IT Policies and Procedures.
• Through adherence to application and system documentation, fulfill service requests from staff.
• Work with and support several key IT systems including Active Directory, MS Exchange, SQL Server and other system components.
• Lead, facilitate and/or participate in IT related projects as assigned.
• Use initiative to determine the source of the problem, troubleshoot and provide appropriate solutions to the problem and route (if needed) all service requests to the proper personnel.
• Develop and manage effective professional working relationships with co-workers, outside contractorsand vendors.
• Install, configure, test, repair and/or modify varied hardware and software technologies.
• Independently create and maintain user-guides for agency technology.
• Train agency personnel in the operation and maintenance of assigned technology.
• Responsible for inventory/asset management system for all agency technology equipment.
• Assist with the planning and ordering of technology as assigned.
• Participate or lead meetings as needed.
• Perform other duties as assigned by immediate supervisor or other management as requested.
• Must be versatile, yet persistent in solving technical issues under pressure, until resolution is reached.
• Must be courteous when handling and resolving complaints.
• Treats people with respect; inspires the trust of others; works with integrity and ethically.

• Demonstrate exceptional patience and calm demeaner in a high stress, demanding environment.
• Demonstrate knowledge of emergency procedures and assists in crisis.
• Must be physically able to lift computer equipment that may weigh up to 50 lbs.
• Regular and predictable attendance is required.
• May be required to work holidays and/or after hours on call as requested.
• Must be willing and able to perform all job-related travel normally associated with this position.

Qualifications

You must have:

• Requires a High School Diploma or Equivalent
• 3+ years’ experience in computer repair and maintenance of technology (pc hardware, software and peripherals) required
• 3+ years’ clinical experience with working knowledge of computer operating systems & computer software may be considered
• 1+ years’ experience in a clinical work environment preferred

What we want from you:
• Knowledge of multiple computer operating systems
• Self-motivated, detail-oriented and organized
• Effectively works within defined workflow for all service requests
• Able to work independently and efficiently to meet deadlines
• Able to promptly answer & support related Phone calls, Chat & Emails
• Strong understanding of Microsoft Office Suite
• Familiarity with Anti-Virus Systems, Imaging and Backup Systems
• Familiarity with relational databases and Electronic Health Records
• Experience with configuration, repair and upgrading of laptops, desktops, tablets, cell phones
• Effective written and oral communication skills

Why should you come work for us?

Generous Benefit Package • Company paid telehealth services • Company paid pension • Company paid long term disability and life insurance • Optional benefits available • Paid Time Off

Other things to know:

Valid driver's license required • Motor Vehicle Record & Criminal Background performed • Employment contingent upon pre-employment screening results • E-Verify Participant • Drug, Alcohol and Tobacco Free Workplace • Equal Opportunity Employer

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