System Support Specialist

System Support Specialist II

Full-Time
CCRM Management Company, Lone Tree, CO, US

We are looking to add an additional team member to our IT Helpdesk team and presently have an immediate opening to fill the role of Desktop Systems Specialist. Primary responsibilities are desktop support, and customer care. We are a fast-growing company and there are many opportunities to contribute to the success of the IT team. This position reports directly to the Director, Systems Integration and Development.

Essential Functions

  • Provides seamless customer service support to end users within the organization including, but not limited to the following:
  • Provide superb technical system and user support by responding to calls, email, and personal requests for technical support.
  • Directly involved in the deployment, repair, replacement, disposal, and inventory management of End User Computing equipment (desktops, laptops, phones, printers, conferencing room hardware) 
  • Respond quickly and professionally to employee calls and/or tickets.  Troubleshoot and correct software and hardware problems.
  • Own issue resolution from start to finish by monitoring unresolved issues and requests to ensure prompt resolution.
  • Communicate clearly with each customer to ensure their understanding of next steps and likely resolution time-frames.
  • Ensure that every customer is highly satisfied with the support received.
  • Resolve computer hardware and software related issues through in-depth troubleshooting and technical assistance.
  • Install and configure hardware and software for end users ensuring compatibility with existing equipment and applications.
  • Roll out new applications & operating systems. Upgrade hardware/software as necessary.
  • Work with vendors to ensure equipment and applications are repaired and upgraded.
  • Some off-hours availability will be necessary to respond to system outages, perform system upgrades/maintenance, etc.
  • Install/configure local and network printers. 
  • Remove and reformat end of life PC’s for return to inventory.
  • Seeks opportunities for additional responsibilities and growth within organization.  Shows initiative and enthusiasm in suggesting and implementing new concepts and/or ideas for improvement.
  • These areas include IT Support and troubleshooting, project management, system design and implementation. 
  • Other duties as assigned.  

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, tasks, duties, or responsibilities that are required of this position.   Duties, responsibilities, tasks, and activities of this position are subject to change at any time with or without notice.

Required Knowledge, Skills and Abilities

  • Ability to assist users with basic hardware and software problems (i.e., MS Outlook, Client Access, Internet Browsers, OS, etc.) and product configurations within desktop PC’s, laptops, printers and monitors. Demonstration of strong independent judgment and initiative required.
  • The ability to multitask and to work well within a team environment while keeping the customers’ needs as a priority at all times.
  • Ability to differentiate between errors caused by hardware, software, desktop errors, server errors and misunderstanding of usage
  • A+, Network+, CCNA or MCP certifications are all a plus.
  • Proficiency in the use of computer equipment and software, including but not limited to, Windows environment (Word, Excel, Outlook – Intermediate to Advanced skills) required.
  • Strong interpersonal skills and ability to work both independently and as part of a team required    

Education and Experience

  • BA/BS degree preferred. Minimum of an Associate’s degree in Health Information Technology or similar field.   
  • Two years of experience in healthcare informatics required. 
  • Two years of experience in Desktop Support or Customer Service, preferred.

Working Conditions

This job operates in a professional office.  This role routinely uses standard office equipment such as computers, including computer keyboards and mice; telephones; photocopiers; scanners; filing cabinets.

While performing the duties of this job, the employee is regularly required to communicate with others. The employee is frequently required to sit; will occasionally stand and/or walk; use hands and fingers to grasp, pick, pinch, type; and reach with hands and arms. Employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading; operation of standard office machines and equipment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

About CCRM

CCRM is an industry-leading pioneer in fertility science, research and advancement, offering access to national network of award-winning physicians, a full suite of fertility services, innovation technology and cutting edge labs. CCRM is currently comprised of eleven locations spanning the U.S. and Canada with growth planned for continued network development on a domestic and international basis.  CCRM is proud to assist in building all kinds of families.

Desktop Support Engineer

JOB TITLE: End User Computing Technician – Contractor

POSITION TITLE (BCT): Reg EUS Technician
REPORTS TO: Manager, Desktop Services DIMENSIONS: Operating

Provide enhanced support of EUC services for Newmont’s Corporate IT operations as part of the IT Gold Bar, which may include support of Digital Workplace devices, including: End-user devices, mobile devices, unified communications, IT infrastructure and network operations, and, issue resolution. May collaborate with multiple regional or site end-user related projects, project teams and budgets. Demonstrates broad knowledge of new desktop and mobile technologies; strong ability to work on team environment and follow instructions, coordinate technical activities with the customer; and accurately evaluate risks and expectations.

ESSENTIAL DUTIES: Essential Duties
• Provides support for areas of responsibility for Corporate site IT facilities and IT End User Services which may include: support and troubleshooting of Desktop devices, mobile/phone devices, printer devices, Audio/Visual equipment and other related IT devices and services that are deemed part of the Digital Workplace.
• Works with Desktop Services, Services Desk and Endpoint Technicians and Leads to obtain status of the overall health of the Digital Workplace environment
• Ensures that end-user environments are effectively maintained and supported
• Consistently maintains departmental SLAs within acceptable levels • Works with Manager of Desktop Services on continuous improvements for department’s operations. The above duties and responsibilities are representative of the nature and level of work assigned and are not necessarily all-inclusive.

WORKING CONDITIONS:

The position is located in the Victor, CO Office 

Position may be required ability to lift up to 50 lbs.

TRAINING & EXPERIENCE: Knowledge:
 Bachelor's Degree or Technical qualification in Information Technology or Computer Science or demonstrable Technology work experience
 Has an overall understanding of the objectives and functions of the Company, business units and departments serviced by IT. Experience:
 3 – 5 years’ experience in service or technical support role
 Self-driven, with a proactive and strategic vision of IT service delivery
 Possess strong IT knowledge and understanding with deep skills in IT operations, customer relationship management and outsourcing vendor relationship management
 Skilled at issue resolution
 Has a deep understanding of service level agreements and metrics.
 Ability to communicate effectively, both orally and in writing, with subordinates, colleagues, clients and customers at all levels

JOB DESCRIPTION
 Ability to effectively work within and meet projects timelines and constraints
 Has an overall understanding of the objectives and functions of the company, business units and departments serviced by IT.
 Good communicator with exceptional people, team and facilitation skills. Skills and Abilities:
 Excellent verbal and written communication skills, and the ability to achieve results through others.
 Self-driven individual focused on service with strong skills for issue resolution
 Ability to identify problems, make decisions, create solutions, and take action.
 Highly self-motivated and directed with an attention to detail and a strong customer service