IT Support Technician II - Full Time

IT Support Technician II - Full Time

Under the supervision of the End User Services Supervisor, this position is the technical community's backbone for supporting our organization's technical needs. The ST2 provides direct support to users for a wide range of issues, including routine application support, office network troubleshooting, equipment selection and deployment, account administration, system performance assessment, and more. ST2s also lead light office-level projects like expanding network data drops, adding wireless access points, verifying data security policy compliance, and supporting staff moves and expansions. ST2s are expected to demonstrate excellent process discipline through clear and complete communication in support tickets, contributing to our collective technical documentation, and provide escalation support for the Support Technician Is.

The Support Technician II is responsible for providing excellent customer service while rendering technical assistance. This position adheres to the company's policies and procedures for structured communication via an issue ticketing system where details on troubleshooting and response are clearly recorded for each user issue. Candidates are reviewed by their success assisting users with technical issues while maintaining focus on the quality of the customer experience. Successful candidates are detail-oriented, courteous, excited about technology and sharing that excitement with others. Excellent candidates are continuing their own technical and professional development while working toward higher-value positions in systems, network, security, and cloud administration.

Essential Functions:

1. Promptly respond to user-initiated support requests, typically via phone or issue ticket
2. Troubleshoot and resolve routine user issues using policies and procedures indicated by the NOMS technical community
3. Provide excellent customer service by maintaining a focus on user experience in all user-facing support activities
4. Record details of reported issues and response actions taken in the NOMS issue ticketing system
5. Handoff more complex issues to the senior technical team with a well-documented record of troubleshooting steps taken before escalation
6. Attend essential activity and training meetings conducted by technical community leadership
7. Continue to develop technically and professionally with the goal of eventual promotion to more complex and valuable positions within the technical community
8. Participate in on-call rotations and provide after-hours support as needed for critical system maintenance and emergencies

Competencies:

1. High-level of comfort using and supporting Microsoft Windows and common desktop applications, such as Outlook, Word, and Excel
2. Understanding of basic desktop networking configuration and function
3. Comfort attaching and troubleshooting common peripheral devices such as keyboards, mice, monitors, credit card readers, and barcode scanners.
4. Methodical problem-solving approach to issues with hardware, software, and business processes
5. Team-oriented approach to knowledge sharing and brainstorming complex issues.
6. Sense of responsibility for longer-term non-transactional work like projects and process improvements
7. Ability to work independently and in front of professional staff while representing the NOMS technical community.
8. Candidates are expected to continue their professional and technical development on a track toward higher impact technical positions such as ST3, Systems Administrator, or Engineer / Architect roles in IT.
9. Clear and concise written communication when describing technical issues.
10. People-oriented customer service focus in all internal and customer-facing communication

Education and Work Experience:

1. Minimum high school diploma or equivalent
2. Previous experience in a technical work setting is requested but not required
3. Strong candidates have a natural interest and aptitude with technology and aspire to more advanced technical work as their careers progress
4. Entry-level technical support certifications are viewed favorably (CompTIA A+, Google IT Support Certificate, Microsoft MD100, etc.)

What We Offer You:

A Wonderful Environment: This position is based in the NOMS administration office in Sandusky, Ohio. The office has a great team full of positive people, and the opportunity to work with stellar patients.

Benefits: NOMS offers a comprehensive benefit package including medical, dental, vision, life insurance, and a variety of a la carte options. NOMS also has a focus on employee health, offering an impressive wellness incentive program.

Competitive Pay: We are proud to be an organization offering competitive pay in the area. Our Human Resources team looks at wages on an annual basis to ensure we are in line with our competitors.

Career Growth & Development Opportunities: We value promoting from within and have leadership and development training programs for individuals who want to move up. We are proud to have managers who have started as medical receptionists and have worked their way up.

Working Conditions: There is a combination of exam rooms and medical offices. There is frequent exposure to communicable diseases, toxic substances, ionizing radiation, medicinal preparations, and other conditions common to a clinical environment.

NOMS Healthcare is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.