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DHR Health · 14 hours ago

Technical Support Specialist II- FT- Days- IT Service Desk Support

Edinburg, TX

Full-time

Onsite

Entry, Mid Level

2+ years exp

DHR Health is committed to improving the well-being of those they serve and is seeking a Technical Support Specialist II. This role involves supporting desktop and mobile device hardware and software, managing service requests, and ensuring end-users can accomplish their daily tasks effectively.

Health CareMedical

Responsibilities

Promotes D.H.R.’s mission, vision, and values by effectively communicating them to others. Considers mission, vision, and values in developing services, standards, and practices

Must possess advanced knowledge and a minimum of two years’ experience supporting and troubleshooting highly complex computer and data network systems

Identify, diagnose, prioritize, and service requests and incidents

Deliver, set up, and configure end-user desktop, laptop, and mobile computer hardware, software, and peripherals

Utilize and maintain incident tracking software

Monitor and respond quickly and effectively to requests received through the Service Desk

Provide accurate and detailed documentation of incidents and problems, including the steps taken during the analysis and resolution/restoration process

Work with others in Information Services to coordinate various I.T. functions so that solutions and knowledge are shared easily and promptly

Assist in maintaining an inventory of all I.T. hardware and software assets

Assist other Information Services groups during testing and troubleshooting events. Includes replacing cables or parts and working with vendors to ensure everything is working properly

Answer questions surrounding the installation, usage, and training on hardware and software products

Possess the ability to learn on the job, especially software applications that you may not be familiar with or use every day

Assist other members of the Information Services department with hardware/software/network technical assistance as needed

Coordinate timely repair of computer equipment covered by the third-party vendor maintenance agreements

Handle hardware moves which may require lifting, packing, and carrying computer equipment and peripherals

Handle the disposal of the end of life equipment by following A.C.S. standard procedures

Assists with the setup of A/V and video conferencing equipment for end-users

Ability to shift between projects/tasks to keep up with the workload

Assist and train junior technicians with complex problems as well as end-users as needed

Participates in projects as required

Work a scheduled on-call rotation after normal business hours and on weekends

Experience with desktop encryption methods

Experience with desktop images

Experience with anti-virus technologies and troubleshooting

Experience with iOS and Android, mobile operating systems

Understanding of TCP/IP, DNS, DHCP, and VPN configurations

Ability to effectively configure, support, and troubleshoot end-user settings for Microsoft Outlook users in an Exchange environment

Other duties as assigned

Qualification

Computer troubleshootingData network systemsRemote connectivity softwareActive DirectoryMicrosoft Windows 7/10Microsoft Office SuiteTCP/IP understandingSoftware deploymentCommunicationProblem-solving skillsTeam collaboration

Required

High school diploma/G.E.D. required

Must have practical experience with a minimum of one to two (1-2) years supporting and troubleshooting highly complex computer and data network systems

1-2 years of practical experience in an enterprise environment

Must be able to routinely lift up to 50 lbs

2+ years of recent computer troubleshooting experience in an enterprise environment

Must possess advanced knowledge and a minimum of two (2) years' experience supporting and troubleshooting highly complex computer and data network systems

Solid experience in servicing desktop, laptop, phone, mobile device hardware, and printers

Strong software and hardware troubleshooting skills

Working knowledge of remote connectivity software such as RDP, Citrix, and VPN clients

Experience with Active Directory: user rights, user administration, and security

Experience with Organizational Units management, groups, and permissions

Experience with Microsoft Exchange environments

Experience working with and troubleshooting Microsoft Windows 7 and 10 Professional operating systems

Experience working with and troubleshooting Microsoft Office Suite 2007- 365

Experience working with software deployment

Understanding of TCP/IP and O.S.I. model

Understanding of networking terminology and concepts

Experience with O.S. deployment