Information Technology Support Specialist - Reno - PBS Radiology Business Experts

    PBS Radiology Business Experts
    $48,000 - $75,000 (USD) per year * Healthcare
    Description

    IT Support / Application Support Specialist

    Technical Role Summary

    This role provides frontline and Tier 1.5 technical support for PBS infrastructure, end-user computing, and business applications. The IT Support / Application Support Specialist is responsible for independently resolving a high percentage of incidents while strictly following documented procedures, security controls, and escalation paths. The role serves as the technical intake point between users and Tier 2/3 teams, ensuring issues are accurately diagnosed, reproducible, and fully documented prior to escalation.

    Core Technical Responsibilities

    • Serve as primary intake for IT incidents and service requests via phone, email, and ticketing system
    • Perform structured troubleshooting using documented workflows and root-cause isolation techniques
    • Resolve Windows OS issues including profile corruption, OS configuration, patching, and driver-related problems
    • Support endpoint hardware (desktops, laptops, printers, scanners, peripherals) including break/fix replacement
    • Administer Active Directory objects (users, groups) following least-privilege standards
    • Create, modify, disable, and audit Microsoft 365 user accounts, mailboxes, licenses, and group memberships
    • Troubleshoot Microsoft 365 services (Outlook connectivity, Teams issues, OneDrive sync, SharePoint access)
    • Perform basic network diagnostics (IP configuration, DNS resolution, gateway reachability, latency symptoms)
    • Use RDP and approved remote support tools for endpoint and application troubleshooting
    • Deploy and image workstations using standard build procedures and deployment tools
    • Install, update, and license approved software packages
    • Maintain accurate CMDB/asset records and ticket documentation
    • Identify recurring incidents and potential systemic issues and escalate with supporting evidence
    • Execute limited, predefined SQL tasks (read-only queries or controlled updates) in approved environments only

    Imagine Application Support Responsibilities

    • Serve as initial technical contact for Imagine application incidents and service requests
    • Differentiate between user workflow errors, configuration/data issues, and system-level problems
    • Apply documented fixes and known workarounds for common Imagine issues
    • Collect detailed diagnostics (logs, screenshots, timestamps, reproduction steps, user context)
    • Escalate to Tier 2/3 internal teams or vendor support per established escalation procedures
    • Track escalations and communicate status updates to stakeholders

    Required Technical Experience

    • 5+ years of hands-on IT support or application support experience
    • Advanced Windows OS administration and troubleshooting skills
    • Strong experience with Active Directory and access management
    • Enterprise Microsoft 365 administration and support experience
    • Experience working in structured, ticket-driven support environments
    • Strong understanding of escalation thresholds and operational boundaries

    Preferred Technical Skills

    • Experience supporting small to mid-sized enterprise networks
    • Working knowledge of TCP/IP, DNS, DHCP, and client-server architecture
    • Read-only or controlled SQL experience
    • Familiarity with ITIL incident and problem management practices
    • A+, Microsoft, or equivalent technical certifications

    Location: Reno, NV (On-site)

    Schedule: Monday–Friday | Full-time

    * This salary range is an estimation made by beBee
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