It Support Specialist

Provides support to Cooper University Hospital including off-site hospital based ambulatory practices.  Installs, configures and responds to customer support calls for software, hardware, peripherals, data network devices, smartphones, and all equipment used for Cooper business. 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.  Has to work independently with minimum supervision while handling problems and projects.

Job Essentials: 
• Installs and supports all desktop related hardware and software
• Replaces and removes old hardware
• Adheres to IT Business Practices and Project Methodology
• Attends walkthroughs for new locations to support
• Inventories existing/new equipment for replacement  
• Responsible for 24X7 on-call support
• Participates in IT projects
• Promptly retrieves calls from Remedy and initiates resolution; Updates Remedy notes to include progress and communication documentation; prioritizes problems by severity
• Ensures that the customer is kept informed of the call and ticket status through problem resolution
• Tracks, prioritizes and documents IT requests
• Maintains working knowledge of current equipment
• Mentors new team members
• Diagnoses software and hardware problems relating to the desktop and networking environment
• Identifies problems and repairs printers, desktops and peripherals
• Interfaces with IS and vendors to resolve issues onsite
• Educates end users on technology
• Keeps up-to-date on industry trends and continuously enhances professional expertise and knowledge 
• Leaves calling card or note when servicing customer equipment in their absence
• Escalates to desktop manager repeat customer problems, and patterns that are observed in order to analyze trends and address the core problem
• Other duties as assigned