IS Technology Support Specialist 2nd shift

Summary :

Installs, configures and responds to Customer Support calls for software, hardware, peripherals, and other data network devices; troubleshoots and repairs network connectivity issues; updates hardware inventory including spare parts; replaces and removes old equipment; develops and maintains technical documentation; interfaces with other IT teams and service vendors to resolve problems . Responsible for projecting a professional, friendly, customer service focused image in all customer communication. Develops and maintains productive and professional relationships with other teams within IT.

Position Responsibilities :

Requires travel to customer / remote sites to complete tasks; home base assignment may vary based on support and customer needs - available for 24 / 7 support as needed .

Promptly responds to tickets and work orders and initiates resolution; updates ticket's notes to include progress and resolution; follows up with customer to ensure satisfaction; leaves follow up notice when servicing customer equipment in their absence; adheres to IT business practices .

Participates in IT projects as needed .

Creates and maintains support and technical documentation in department knowledgebase .

Maintains rapport with customers by meeting with users to determine quality of service and makes necessary adjustments to accommodate needs; examines and resolves complaints; routinely rounds in customer areas to identify any trending issues or concerns .

Performs in-depth research to reveal improved methods and technology for Information Technology customer functions .

Independently maintains job knowledge of the latest and emerging technologies, including new hardware, mobile devices, and various operating systems and by participating in educational opportunities .

Position Qualifications Required / Experience Required :

• Minimum of 3 years' experience in computer hardware installation, maintenance and repair . Strong analytical, technical and troubleshooting skills required . Customer focus and positive , can-do approach is critical .
• Must have good interpersonal, verbal and written communication skills .
• Able to write and maintaining clear documentation about system architecture, release, and implementation plans, and develop and maintain internal documentation.
• Strong attention to detail, problem investigation and diagnostic skills .

Required Education :

Associates degree preferred.

Training / Certifications / Licensure :

A+ certification, MCP or HDI certification preferred or equivalent work experience required .

Hourly Rate : $26.22 - $40.65 The actual salary / rate will vary based on applicant's experience as well as internal equity and alignment with market data.

Virtua offers a comprehensive package of benefits for full-time and part-time colleagues, including, but not limited to : medical / prescription, dental and vision insurance; health and dependent care flexible spending accounts; 403(b) (401(k) subject to collective bargaining agreement); paid time off, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, colleague and dependent life insurance and supplemental life and AD&D insurance; tuition assistance, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

For more benefits information click here .