IT Specialist I

IT Specialist I

Position Overview:

In this full-time position, the IT Specialist will join our small IT team and work supporting 200+ employees. All IT employees assist with Helpdesk tickets; this position is responsible for reviewing each ticket submitted and working those tickets within their skillset. Support will involve a variety of capacities including user account management, data access, trouble-shooting computer issues, laptops and tablets deployment, software application installations, as well as other assignments. McKenzie Health takes pride in fostering a culture where employees are appreciated for their capabilities and contributions. Compensation is competitive and dependent upon experience.

Supervisory Responsibilities:

• None

Key Responsibilities:

• Monitor, prioritize, resolve, and document incoming Helpdesk tickets within our ticketing system.
• Resolve issues with hardware, software, connectivity, mobile devices, remote desktop configurations, and other computer-related issues using problem-solving skills, existing documentation, and fellow IT staff.
• Log detailed activities within the ticketing system; maintain open/close status of tickets; identify when additional documentation is needed.
• Work with the IT team and third-party vendors to resolve more complex hardware issues.
• Assist IT & Support Services Manager with IT onboarding process of new employees.
• Assist with computer lifecycle management: work with IT team to maintain accurate computer and device inventory, configure and deploy laptops to new hires, replace laptops for current employees, and prepare laptops for retirement.
• Create and update an assortment of documentation as needed, including reference documents for trouble-shooting fixes, new IT procedures, and end-user 'how-to' documentation.
• Participate in IT on call rotation.
• Adhere to McKenzie Health’s IT standards.
• Assist IT colleagues with projects and tasks, as required.

McKenzie Health reserves the right to assign, reassign, or eliminate duties and responsibilities as necessary. The description of critical job features is not exhaustive and may change as deemed appropriate.

Qualifications

Physical Requirements:

• Ability to prepare office workspaces with technology equipment for employees' use, including setting up monitor arms, cabling underneath desks, lifting and setting up sit/stand desks.

Required Skill and Abilities:

• Previous experience configuring and trouble-shooting Windows 10/11 computers and installing software.
• Demonstrate initiative and motivation to work independently as well as in a team environment.
• Exhibit common troubleshooting skills before escalation, attention to detail, and prioritizing tasks.
• Demonstrated customer service skills with a friendly disposition toward helping others.
• Proficient writing skills for technical documentation.
• Proficiency with supporting remote employees over video calls using remote management tools a plus.

Education and Experience:

• Previous experience in a service desk environment, using ticketing systems, and working in Active Directory is preferred.
• Associates degree in IT-related field is a plus
• Previous experience using unified communication systems, VPNs, and networking basics a plus.

Licenses and Certifications:

• Certifications including A+, MCP or MCSE are a plus.

McKenzie Health is an equal opportunity employer and does not discriminate against any applicant or employee on the basis of age, color, sex, disability, national origin, race, religion, or veteran status.