Technical Support Specialist is responsible for troubleshooting and repairing computer software and hardware problems plus supporting projects in multiple institutional pharmacies that operates 24 x 7 x 365.
Perform first level triage to assign and resolve trouble tickets
Installs a wide variety of computer hardware equipment
Identifies when software licensing needs to be obtained and installs software of moderate complexity
Recommends standard software that will meet customer needs and assists the Network Engineering team as needed.
Provides hand-on and remote support for tier 2 end user support
Participates in single and large scale moves.
Participates in other projects where technical resources are needed.
Attend regularly scheduled project meetings and provide technical and logistical advice to a project team.
Knowledge of IT operations best practices and Project Management
Ability to work in a change controlled environment
Experience supporting a 24x7 operation and On Call rotation
Strong ability to perform technical analysis, technical support, and troubleshoot problems/issues
Experience with Windows 7 and MSOffice Suite troubleshooting and repair
Ability to disassemble computer equipment and replace defective or upgrade parts
The ability to work with little supervision
Ability to prioritize customer needs
Excellent attention to detail, decision-making, prioritization, and self-managing skills
Ability to work well in a small team environment
Excellent written and verbal communication skills including the ability to communicate clearly and effectively with other technical staff and internal customers.
Associate degree or Technical School certification. MCSE/MCP Certification preferred.
1-2 years’ experience with PC and operating systems, HP hardware and CompTIA A+ and Network+ certifications are preferred, or any combination of education and experience, which would provide an equivalent background.
Must be able to communicate effectively both verbally and written with English as the primary language. Ability to contribute to written manuals, processes and procedures documents