Systems Specialist (Help Desk) - Hybrid

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond.  As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community.  Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day.  Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.
 

Position Summary
 

The Systems Specialist, will be the frontline point of contact for end-users, providing technical support and assistance for IT issues, incidents, and service requests. They will ensure that end-users receive timely and effective support, troubleshoot and resolve technical problems, and deliver a high level of customer service. In addition, the position is expected to participate in routine after hours work as needed.

Job Description

Key Outcomes:

• Provides technical support and assistance to end users, including diagnosing and resolving hardware and software issues, setting up user accounts, and providing training and guidance on IT systems and applications.

  • Participates in the installation, configuration, monitoring and technical support of all physical endpoints. This includes laptops, desktops, thin clients, printers, and mobile devices.

  • Participates in the deployment and license management of all supported software. 

  • Provides Level One support to troubleshoot and resolve incidents. 

  • Accurately perform new user account creation, management, and deletion within Active Directory, according to documented IT processes and procedures.

  • Manages print queues and drivers according to documented processes and procedures.

  • Provides excellent customer support to all technology users.

  • Ensures workstation adherence to all security requirements per the Acceptable Use and Information Security Policies.

  • Participates in the rotating “on call” schedule with other members of the team for providing support to the business and partners after hours and on weekends

  • Adheres to all established hardware configuration standards.

• Documents and maintains technical documentation, including system configurations, troubleshooting procedures, and user guides, to ensure accurate and up-to-date information for IT systems and operations.

Education/Experience:

• Associates degree in Computer Science, Information Systems or equivalent combination of education and experience.

• 1+ years of experience in a technical support role, preferably in a helpdesk or service desk environment.

• Experience with troubleshooting and resolving IT issues related to hardware, software, networking, and other IT systems.

Required License(s) and/or Certification(s):

• MCP, ITIL, A+ Certifications are desirable but not required.

Skills/Knowledge/Competencies (Behaviors):

• Demonstrates an understanding of and alignment with Martin’s Point Values.

• Strong communication and problem-solving skills

• Excellent customer service skills

• Time management: The ability to use your time productively and efficiently.

• Collegiality: Being helpful, respectful, approachable and team oriented, for building strong working relationships and a positive work environment

• Coachability: Being receptive to feedback, willing to learn, embracing continuous improvement.

• Working knowledge with laptops, desktops, and thin clients.

• Working knowledge with mobile devices, including iOS and Android.

• Working knowledge with desktop and server operating systems.

• Working knowledge with Microsoft Active Directory.

• Working knowledge of permissions and group policies.

• Working knowledge of the Microsoft Office Suite.

• Working knowledge with virtual desktop environments.

• Working knowledge with audio visual syst