JOB SUMMARY:  Under general supervision, works as part of the HIT Service Desk Team on the effective management of incidents through tier 2. Provides advice and guidance to customers and end users. Ensures professional and effective resolution of incidents and requests by the relevant support teams within HIT. Manages service level expectations. Maintains consistent, clear and concise communications links to improve service to and on behalf of ANTHC.

REPRESENTATIVE DUTIES All Levels: Uses excellent problem solving, communication, and interpersonal skills along with a patient, positive, and customer-friendly attitude within a dynamic team environment to provide a five-star customer experience.

Takes ownership of resolving tier 1 customer service requests related to both hardware and software across a diverse IT landscape. Performs as the primary resource for proactively identifying incidents, incident trends, repetitive incidents or situations, and unusual circumstances that might have an adverse impact on HIT services for ANTHC.

Provides customer focused support though tier 2 resolution of a variety of IT related issues, ensuring rapid restoration of normal service operations. Documents and tracks all requests, records all associated activity and resolutions via IT Service Management tools and processes.

Utilizes a wide variety of techniques to analyze personal computer and peripheral functionality, identify, locate, repair and resolve incidents within scope up to tier 2 technical support while monitoring for service level adherence.

Uses documented incident management processes to acknowledge, route, escalate and report on incidents that affect users as well as critical systems. This includes resolution, documentation, escalation and communication with other teams as well as users. Facilitates knowledge sharing by creating Knowledge Base Articles for support teams and customers to utilize in resolving reoccurring issues.

Provides technical support and assistance, troubleshooting PC hardware, printers, network connectivity for Windows, Apple, and Linux/Unix-based operating systems and application software packages. 

Responsible for setup, configuration, and support of new and existing workstations (desktops, laptops, tablets, etc.) for internal and external use, including but not limited to applying service patches and hot fixes, installing applications, reviewing event logs, and domain and local security management.

Responsible for all aspects of endpoint deployment processes, including imaging, software automation, scripting and documentation. Participates in meetings to analyze and identify future technology needs.

Acts as advocate for user community. Articulates user concerns, defines desired results, and recommends solutions. Assists in the development of IT project specifications and modifications, recommends improvement strategies.

Participates on incident, problem, change, and release management teams. Participates with HIT managers and co-workers to ensure service level agreements are communicated and understood.

Communicates and promotes HIT services to the user community in the event of planned or unplanned events having an impact on IT-related service availability.

Performs other duties as assigned or required.

Required Skills

KNOWLEDGE and SKILLS  All Levels: Knowledge of customer service concepts and practices. Knowledge of networked computer system environments and peripheral device capabilities. Knowledge of local area network area network operating principles. Knowledge of hardware and software troubleshooting techniques. Knowledge of database applications and system management tools. Knowledge of basic networking protocols: DNS, VLAN concepts, LAN/WAN, TCP/IP, DHCP. Knowledge of Active Directory. Knowledge of mobile technologies and VPN solutions. Skill in troubleshooting computer systems in a multiple operating system environment. Skill in solving technical process problems involving integrated operating systems and hardware platforms. Skill in assessing and prioritizing multiple tasks, projects and demands. Skill in working independently or as a team member. Skill in establishing and maintaining cooperative working relationships with others. Skill in operating a personal computer utilizing a variety of software applications.

Required Experience

MINIMUM EDUCATION QUALIFICATION Associate Service Desk Specialist: An Associate’s degree in Computer Science or related field, or completion of equivalent technical training/certifications. Progressively responsible work experience may be substituted on a year-for-year basis for education or training.

Service Desk Specialist & Senior Service Desk Specialist: A Bachelor’s degree in Computer Science or related field, or completion of equivalent technical training/certifications. Progressively responsible work experience may be substituted on a year-for-year basis for education or training.

MINIMUM EXPERIENCE QUALIFICATION Associate Service Desk Specialist: Non-supervisory – Two (2) years of computers and applications in a networked environment. An equivalent combination of relevant education and/or training may be substituted for experience.

Service Desk Specialist: Non-supervisory – Four (4) years of computers and applications in a networked environment. An equivalent combination of relevant education and/or training may be substituted for experience.

Senior Service Desk Specialist: Non-supervisory – Six (6) years of computers and applications in a networked environment. An equivalent combination of relevant education and/or training may be substituted for experience.

MINIMUM CERTIFICATION QUALIFICATION N/A

PREFERRED EXPERIENCE QUALIFICATION N/A

PREFERRED CERTIFICATION QUALIFICATION All Levels: Microsoft Certified Solutions Associate (MCSA) or similar certification (highly preferred) ITIL foundations certification v3 (highly preferred) CompTIA A+ or CompTIA Network (preferred) Apple Certifications (preferred) Cisco network certification (preferred)

ADDITIONAL REQUIREMENTS N/A

WORKING CONDITIONS The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job:  Must be able to lift approximately 20 pounds.

KNOWLEDGE and SKILLS  All Levels: Knowledge of customer service concepts and practices. Knowledge of networked computer system environments and peripheral device capabilities. Knowledge of local area network area network operating principles. Knowledge of hardware and software troubleshooting techniques. Knowledge of database applications and system management tools. Knowledge of basic networking protocols: DNS, VLAN concepts, LAN/WAN, TCP/IP, DHCP. Knowledge of Active Directory. Knowledge of mobile technologies and VPN solutions. Skill in troubleshooting computer systems in a multiple operating system environment. Skill in solving technical process problems involving integrated operating systems and hardware platforms. Skill in assessing and prioritizing multiple tasks, projects and demands. Skill in working independently or as a team member. Skill in establishing and maintaining cooperative working relationships with others. Skill in operating a personal computer utilizing a variety of software applications.