Job Purpose:

Under minimal supervision, the role of Technical Support Specialist is to ensure reliable computer operation so that end-users can successfully perform their business functions. This includes the ability to demonstrate high levels of customer service while resolving incidents and requests within established SLAs, the aptitude for performing detailed testing and delivery of software releases to the end-users, the initiative to solve and prevent technology problems from occurring using a combination of diagnostics and service management tools, and the talent to work with all levels of employees from front line staff to senior level executives as well as all ranges of technical capabilities from novice to expert.

Duties:

• Monitor the Incident Management work space for content and efficiency, correcting staff and errors, when necessary.
• Perform essential knowledge base editorial and publishing functions.
• Contribute to and continually improve a web-based knowledge dissemination framework (i.e. Knowledge Base) used to provide IT support directly to e+ CancerCare team members.
• Provide proficient analysis and support of an IT infrastructure that includes Windows desktops, LAN, MS server environment, phone systems, clinical systems, and other related technology as determined by the business and in compliance with established IT standards and protocols support.
• Assist in software releases and roll-outs according to Change Management best practices by testing to ensure that the systems work as expected as well as performing release and roll-out functionality.
• Perform preventative maintenance, including checking and cleaning of end user devices, and other IT equipment.
• Ensure proper documentation of new technologies and known issue resolution steps are added to Service Desk knowledge base.
• Provide daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs.
• Manage telecom vendor escalation to ensure maximum uptime for all centers.
• Ensure that all processing and reporting deadlines are consistently achieved.
• Research and recommend innovative, and where possible automated, approaches for system administration tasks.Identify approaches that leverage our resources and provide economies of scale.
• Independently investigate, research, isolate and resolve routine and non-routine software and hardware problems of computer, networking, and other related technologies through standard troubleshooting procedures.
• Serve as a productive project team member and manage tasks assigned under minimal supervision.
• Research and devise ways to add new functionality to existing computer systems
• Perform preventative maintenance, including checking and cleaning of end user devices, and other IT equipment.
• Must be customer-focused, able to drive change and process improvements and deliver exceptional customer support and service.
• Capacity to translate Incident, Request and Change processes into the service desk application for efficient data entry and reporting.
• Organizational skills, superior communication, oral and written are a must.
• Adhere to site audit responsibility policies and procedures.
• Able to work independently and efficiently to meet deadlines.
• Ability to learn new technologies quickly and deal with ambiguity.
• Regular and reliable attendance and punctuality.
• Contributes to team effort by accomplishing related results as needed.
• Perform any other functions as required by management.

Qualifications and Education Requirements:

• Associates degree in computer science/information technology plus 2 years’ industry experience; or, equivalent combination education and experience.
• Knowledge of advanced computer hardware, including desktops, laptops, smartphones and networking equipment.
• Extensive experience with Microsoft Operating Systems, Active Directory, System Administration Tools.
• Extensive experience with Microsoft Office and other business applications.
• Working knowledge of a range of software and hardware diagnostic tools.
• Experience working within Service Desk/ITIL best practices.
• Ability to work a flexible schedule, including evenings and weekends, as necessary.

Required Competencies:

Achievement Oriented. Attention to Detail. Communication. Independence. Initiative. Job Knowledge/Competency. Leadership. Planning and Organizing. Problem Solving. Quality Orientation.