Information Technology (IT) Specialist II

Atlanta, GA, United States

Job Title: Information Technology (IT) Specialist II

Department: Information Technology

Reports to: Manager of Information Technology, Service and Support

Effective Date: 8/26/21 Created by: Kris Allain

Revised Date: 5/22/22 Revised by: Troy Brannan

JOB PROFILE SUMMARY:

The IT Specialist II is responsible for providing software, hardware, network, server, and application assistance for our executive leadership team. Serve as tier 2 support and mentor to other members of the support team. Create knowledge base articles to assist users with common issues. Further duties include analyzing and assisting with the administration and troubleshooting of unified communications and collaboration platforms throughout the enterprise to meet the functional objectives of the business. Responsible for the analysis and maintenance of physical and logical UCC components such as but not limited to Cisco Telepresence and Cisco Webex. Work with the Unified Communications and Collaboration team with reporting, troubleshooting applications as well as collaboration endpoint software patches.

CORE VALUES

SCP Health has four core values : Agility , Courage , Collaboration and Respect. These core values are the foundation of our operating philosophies, ideals, and principles that guide the behavior of our organization and shape our culture.

Remain agile to adapt to company/departmental changes as a result of an ever-changing environment.

Be courageous by speaking up and doing the right thing for the company even when the situation may be difficult or cause tension.

Collaborate with IT peers, leadership, and business stakeholders as an interconnected team working toward common goals.

Exhibit respect by treating others with courtesy and professionalism at all times.

JOB DESCRIPTION:

Responsibilities:

Executive Support Documentation of tickets in the enterprise ticketing system

Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, network, server, and applications.

fterhours support for the executive leadership team

Communicate plans, progress, and issues in a timely manner

bility to complete multiple simultaneous problems in a timely manner

Maintain an average score of 4 on post-incident satisfaction surveys (on a 5-point scale)

bility to reach set departmental Service Level Agreements

Deskside Support for onsite executive leadership when needed

Working self-service incidents and service requests that are submitted

End User Support ssist junior support technicians in resolving complex issues beyond their current abilities.

ssist with on call rotation

Create, update and maintain knowledge base articles

Work with other IT teams to identify and document solutions for applications specific to SCP Health.

Work support projects and assist other teams with projects as needed.

ssist with front line phone support as needed.

nalyzes, troubleshoots, and provides continual improvement recommendations, and administrative assistance with: Enterprise telepresence environment Cisco Expressway Core & Edge

Cisco TMS/TMSXE

Cisco Conductor

Cisco Telepresence Server

Cisco Telepresence Endpoints

ssociated audio-visual technologies ClickShare, amplifiers, HDMI extenders, microphones, TV displays, TV mounts, etc

Enterprise collaboration platforms Cisco Webex Meeting Center

Cisco Webex Event Center

Cisco Webex Support Center

Cisco Webex Calling

Cisco Webex App

Cisco Cloud Connectors

Vbrick

Provide collaborative meeting support The primary point of contact for collaborative technology support & questions

Provides high-touch supportive expertise for highly visible meetings

Delivers "white-glove" collaboration service and support to executive/senior leadership.

Other Duties as specified Problem Management by taking ownership of multiple impact issues and working with IT teams to find the root cause and apply fixes

ctively contribute to ongoing process improvement

sset Management and Tracking

Work with other IT teams to learn how to support their applications, new initiatives the team may be planning, and what is required when escalating a ticket to each IT team.

ssisting the Service and Support Technicians with tickets that are escalated, by providing additional information and knowledge transfer

ssist with routing and assigning self-service requests

Perform other duties or special projects as assigned

Knowledge, Skills, and Abilities: Excellent interpersonal skills bility to communicate effectively with executive leadership

bility to communicate effectively with management

bility to communicate effectively with team members

bility to communicate effectively with technical and non-technical personnel

Heavily focused on a customer service mindset

Must be a team player

Eager to learn and progress in technical skillset

Organizational skills bility to set and adhere to realistic deadlines

Must be able to work effectively in stressful situations

bility to manage time and workload effectively

Demonstrated ability to troubleshoot complex network issues

May be required to conduct presentations to IT management

EDUCATION (Required and/or Preferred): Bachelor's degree or comparable experience in a related field

FIELD OF STUDY: Management of Information Systems

Computer Science

Electrical Engineering

WORK EXPERIENCE/QUALIFICATIONS: 3 to 5 years of experience supporting Microsoft OS

3 to 5 years of experience supporting Apple OS

3 to 5 years of experience with mobile devices including iPad, iPhones, and Android.

1-2 years of hands-on experience analyzing and troubleshooting UCC Telepresence and Webex environments.

Working Knowledge of the following: Cisco Telepresence

Cisco Webex

CERTIFICATES AND LICENSES: CCNA Collaboration preferred

CompTIA A+ Certification

WORK ENVIRONMENT AND PHYSICAL DEMANDS: Professional setting

Continuous sitting

Continuous oral & written communication and listening skills

Continuous computer use

Occasional bending, kneeling, lifting, pulling & pushing up to 50 pounds

Job requires a high level of mental awareness

PRIMARY LOCATION: Atlanta, GA

SECONDARY LOCATION(S): Lafayette, LA

CONFIDENTIALITY:

The daily activities of this position will be held in the strictest confidence whether it is in regard to a person, individual and/or a strategic initiative. Confidentiality must be maintained on any and all documents and/or information processed.

COMPLIANCE:

All Schumacher Clinical Partners employees will abide by all policies and procedures including the Schumacher Clinical Partners Corporate Compliance Program and will adhere to all applicable local, state, and federal laws.

DISCLAIMER:

The above statements reflect the general duties considered necessary to describe the essential functions of the job as identified and shall not be considered as a detailed description of all work requirements which may be inherent in the position. They may be subject to change at any time due to reasonable accommodations or other reasons.

Employee Signature:

Date Acknowledged: