(Archived) Correctional Medicine IT Support and Application Specialist Needed in Nashville, TN

Overview

Our IT L1 Support and Application Specialist I will work with minimum supervision to provide phone and remote desktop support to all The Company personnel; monitor and work tickets from a ticket queue; respond to issues with systems critical to the business and determine the appropriate course of action; effectively communicate work delegated to other team members in the IT organization; and occasionally be responsible for contract workers on site, delegating work that is critical to The Company contract requirements.

Qualifications

Education:

• Requires a college degree or 1+ years of experience in the systems management or IT customer support

Experience:

• Current knowledge of PCs, Windows Operating Systems, and Microsoft technologies
• Excellent analytical skills and attention to detail allowing them to support remote clients, often without the use of remote access

Licenses/Certifications:

• Certifications in Microsoft products recommended but not required

Responsibilities

1. Implement, maintain, and support desktop IT hardware including but not limited to telephones, desktop computers, printers.
2. Answer calls from users, creating tickets and resolving issues.
3. Manage critical issues via Critical Incident Response Tracking (CIRT) process.
4. Provide IT support for Home office staff.
5. Record critical information in the internal tracking application in order to clearly document the problem, action taken, and end solution for a historical record, monitor and update the status of various customer problems at any given time, and provide a medium through which to share knowledge regarding the evaluation and correction of technical problems with other IT staff.
6. Assist users with technical issues in patient care systems.
7. Provide assistance and training to users on information technology systems.
8. Work with IT staff in responding to issues that affect sites and take an active part in resolving them.
9. Occasional work involving installing or trouble shooting network equipment.
10. Works on client sites unsupervised and is required to use own judgement to resolve client facing issues.
11. Provide daily status reports about work being done on site.
12. Maintain functional and technical specifications and operating documentation.
13. Identify troubleshooting patterns and/or persistent issues. Recommend training and creative improvements to reduce support calls.
14. Position may require limited travel from time to time to perform duties of the position.
15. Must be able to obtain and maintain security clearance.
16. Must be able to apply principles of critical thinking to a variety of practical and emergent situations and accurately follow standardized procedures that may call for deviations.
17. Must be able to apply sound judgment beyond a specific set of instructions and apply knowledge to different factual situations.
18. Must be alert at all times; pay close attention to details.
19. Must be able to work under stress on a regular or continuous basis.
20. Post orders, if applicable, per site contract.
21. Perform other duties as assigned.