IT Systems Specialist I - Spectrum Healthcare Partners

Spectrum Healthcare Partners is 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 
1. Provide outstanding customer service and a positive support experience by interfacing directly with Spectrum employees on issues, communicating in a clear, concise manner 
2. Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting 
3. Accurately and efficiently answer help desk calls 
4. 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 
5. Provide remote software installation and configuration support  
6. Accurately perform account creation, management, and deletion per documented processes and procedures 
7. Accurately and timely perform remote connection administration per documented processes and procedures 
8. Manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures 
9. Workstation management and adherence to all security requirements  
10. Follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate to level II support 
11. Liaison with departments to coordinate technology needs  
12. Write and update “how-to”, knowledgebase, and procedure documentation 
13. 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 
1. Travel to various sites of service 
2. Work environment includes computer related noise levels 
3. Continual use of computer keyboard, mouse and other associated peripherals 
4. Extended standing and walking, lifting of computer equipment (30-50 pounds) 
5. Occasional reaching, bending

• 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

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