Objective:

This position is responsible for answering and resolving systems related support requests; conducting research through manuals, documentation and all other resources to solve problems; supports and maintains business systems, devices and processes; eliminates the recurrence of system issues that prevent internal associates from performing their roles and responsibilities.

Essential Duties & Responsibilities:

• Handle internal customer support requests via phone and ticket queue expeditiously and courteously.
• Completes assigned daily, weekly, and monthly IT systems maintenance tasks/processes.
• Adheres to currently established procedures in servicing client support problems.
• Conducts research through manuals, documentation and all other resources at their disposal to solve problems.
• Maintains proficiency in Microsoft productivity software programs, and other software used within Pentec Health.
• Image, deploy and backfill new equipment and devices pursuant to established protocols.
• Assist with the special projects.
• Assist in developing training material and training internal customers on the use of Pentec systems.
• Adhere to the Policy and Procedures set by Pentec
• Training end users on the basic use of the companies key business systems.

Non Essential Duties and Responsibilities

• Perform other duties, special projects as assigned

Skills, Competencies and Experience:

Skills and Experience:

Required

• Superior customer service skills.
• Ability to multi-task, adjust priorities, and work autonomously.
• Strong working knowledge of Microsoft Windows operating systems, Active Directory, and basic LAN troubleshooting.
• Strong working knowledge troubleshooting end user computing devices in a Microsoft platform (desktops, notebooks, thin clients, smart phones).
• Strong working knowledge of the Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook.
• Working knowledge of terminal services, Citrix preferred but not required.
• Working knowledge of desktop/notebook imaging
• Strong working knowledge of iPhones
• Familiarity with Office 365 Products
• Familiarity with ticketing systems
• Familiarity with Mobile Device Management (MDM) platforms
• Ability to familiarize self with proprietary software

Preferred

• Experience working within a healthcare or related industry is a plus

Education, Certifications, Trainings:

Required

• Minimum 2 years technical support experience in a Microsoft Windows environment.
• Associate’s degree or technical school graduate

Physical requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to travel via car, stand, sit, walk, see, hear, use hands and fingers regularly, handle, or feel objects, tools, or controls, and reach with hands and arms.

The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 40 pounds.

Pentec Health, Inc. is committed to maintaining workplaces that are free from illegal drugs, controlled substances, and/or alcohol.

INDPH