Spectrum Healthcare Partnersis Maine’s largest multi-specialty, physician-owned and directed professional organization and is comprised of over 200 physicians practicing in the areas of anesthesiology, orthopedics, pain management, pathology, radiation oncology, radiology, and vascular & interventional services. Spectrum provides services at many of Maine’s hospitals throughout the state and in eastern New Hampshire.
This is a 90 - 180-day temporary position. Benefit eligible.
Position Summary
Responsible for providing technical support to include triage, ticket assignment, tier I issue resolution, account management, and systems monitoring; includes providing accurate and efficient tier I support for workstations and peripherals issues, recommending hardware, scheduling, receiving, storing & distributing software, hardware & equipment according to company policy & procedures and asset tracking.
Essential Functions
- Provide outstanding customer service and a positive support experience by interfacing directly with Spectrum employees on issues, communicating in a clear, concise manner
- Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting
- Accurately and efficiently answer help desk calls
- Collect appropriate information needed to triage, assign and solve tier I tickets regarding software, hardware, and operational problems and appropriately know when to escalate to tier II support
- Provide remote software installation and configuration support
- Accurately perform account creation, management, and deletion per documented processes and procedures
- Accurately and timely perform remote connection administration per documented processes and procedures
- Manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures
- Workstation management and adherence to all security requirements
- Follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate to level II support
- Liaison with departments to coordinate technology needs
- Write and update “how-to”, knowledgebase, and procedure documentation
- Follow established processes and standards, identify and propose improvements as necessary
Primary Responsibilities
- Troubleshoot and identify possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow through
- Basic Windows server administration, exposure to Active Directory and Exchange
- Follow purchasing guidelines to order, receive and track hardware, software, and maintenance contracts as needed
- Act as an escalation point for 3rd party service desks
- Follow established processes and standards, identify and propose improvements as necessary
- OS Imaging and deployment  iOS mobile device management
- Attend meetings as assigned and participate in educational activities to keep skills up to date
- Demonstrate professionalism at all times
- Displays cooperative behavior and interacts positively and effectively with others to promote a team environment
- Performs other duties necessary to maintain the overall efficiency and continuity of the dept
- Is proactive in identifying, reporting and participating in the resolution of any potential or safety issues
Qualifications
- High school degree or equivalent
- 1 - 2 years of help desk, managed service provider or related experience
- Experience and ability to thrive in a team oriented, customer service environment
- Excellent documentation skills, ability to write technical processes and procedures
- Thorough understanding of current Windows operating systems and current Microsoft Office products including Microsoft 365
- Knowledge of the interoperability of current Windows operating systems with 3rd party applications
- Knowledge of printer driver and queue creation, installation, management, and troubleshooting
- Knowledge of print queue management  Understand principles of computer system operations, lans, and wans, Operating Systems, and peripherals
- Demonstrated hardware maintenance and/or configuration experience; A+ certified preferred
- Knowledge of one or more scripting languages a plus
- Desktop and laptop hardware knowledge Dell, HP & Apple  Excellent customer service skills
- Highly effective communication and interpersonal skills with the ability to function as part of a team
- Ability to maintain confidentiality
- Valid driver’s license
PHYSICAL DEMANDS / WORK ENVIRONMENT
- Travel to various sites of service
- Work environment includes computer related noise levels
- Continual use of computer keyboard, mouse and other associated peripherals
- Extended standing and walking, lifting of computer equipment (30-50 pounds)
- Occasional reaching, bending
Benefits
- Health Insurance (80% company-paid)
- HSA Match (Company match $3,000 family plan / $1625 individual plan)
- Dental & Vision Insurance Plans
- 401(k) Match and Profit-Sharing Plan
- Life and Accidental Death and Dismemberment Insurance (Company paid)
- Long-term Disability Insurance (Company paid)
- Short-term Disability Insurance (Company paid)
- Generous paid time off
- Voluntary, Employee-Paid Benefits
- Medical Reimbursement Plan
- Dependent Care Plan
