Job Description

Overview

The IT Clinic Support Specialist 2 works both independently and collaboratively with other members of IT to solve problems and provide excellent service. The IT Clinic Support Specialist 2 is expected to learn and maintain a working knowledge of all hardware and software applications used at our company with a goal of resolving problems on the initial calls from our dental offices. Follow-through to resolution and accurate recording of information and data are a fundamental part of the job responsibility.

Responsibilities

• Field trouble and information request calls and email from users
• Resolve user problems on initial call. When necessary, escalate calls to the appropriate second level support personnel
• Enter caller information into call tracking application database
• Provide status to users and IT personnel on the progress of problem resolution
• Place and track service calls to vendors, and document vendor progress and resolution
• Review outstanding problem list periodically to assure all problems are being addressed according to their level of severity
• Identify trends and exceptions by reviewing call tracking information
• Document new issues and contribute to the teams knowledgebase
• Complete special projects as assigned by the Tech Support Supervisor

Qualifications

• Bachelor's Degree in an IS related field of study preferred and 1 year of related work experience
• Associates Degree and additional years of related work experience may be substituted for Bachelor's Degree
• Basic Network Troubleshooting skills
• Excellent phone communication and problem solving skills
• Must be available to work (Rotating Shifts) M-F: 6am-8pm + Sat: 6:00am-4:30pm + Sun: 7am-4:30pm
• Willingness to pursue a technical certified in relevant disciplines for this role