IT Support Specialist I - Anaheim, United States - KPC GLOBAL MEDICAL CENTERS INC.

Description

Job Description

Job Description


SUMMARY
The

IT Support Specialist

I will be on the front lines of IT support for internal customers utilizing enterprise applications and interacting with internal customers via telephone or other electronic mediums.

The individual will be the go-to person for questions or issues concerning enterprise applications, security requests, and support ticket creating/status.

Capturing customer requirements, they will document the request via ticketing system, and resolve or escalate issues to the appropriate IT support teams.

REQUIREMENTS

RESPONSIBILITIES AND DUTIES:
Answer technical support calls within established SLA's to reduce wait times and abandon rate.
Track computer system issues through to resolution, within established SLA's
Properly escalate unresolved issues to appropriate external teams
Communicates effectively with IT Leadership of critical issues, and outages.
Monitors applications and hardware to ensure optimal system functionality
Creates/maintains support documentation to address process/support gaps and to improve team performance
Perform break/fix analysis and recommend solutions
Assist as needed on IT implementation projects
Other duties as required

EDUCATION AND EXPERIENCE:
Two years of IT experience in a support role, and/or I.T.

certifications/college

degree to support the position competencies preferred


SKILLS AND ABILITIES REQUIREMENTS:
Ability to multitask, meet deadlines and prioritize workload
Highly organized and detail oriented with good interpersonal, negotiation, and communication skills
Strong written and verbal communications skills
Able to reason through support request(s) to identify multiple solutions to provide options in resolving the request.


PHYSICAL REQUIREMENTS:

Body Positions:
Sitting and standing for prolonged periods.

Body Movements:
Arm and hand dexterity.

Body Senses:
Must have command of close and distant sight, color perception and hearing.

Strength:
Ability to lift and move up to 25-pounds


WORKING ENVIRONMENT:
Work in an office, where the climate is controlled
Occasional travel between medical groups and/or hospitals when necessary. 0-25 % of the time.

OSHA exposure category:

II
Category I – Position includes tasks that involve exposure to Blood borne Pathogens.

Category
II – Position includes tasks that do not have exposure to Bloodborne Pathogens, however employment may require unplanned Category I tasks.

Category
III – Positions includes tasks that do not involve exposure to Bloodborne Pathogens. This position would not be required to perform Category I tasks.

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