Sr Support Specialist #14176 | Medica | MN-Minnetonka

Sr Support Specialist #14176 | Medica | MN-Minnetonka

Sr Support Specialist-14176

 

What you'll get to do:

 

This position is responsible for providing all direct customer support to our end-users. Candidates must have extensive knowledge of information technology desktop support (i.e. hardware and software), helpdesk process and methodologies as well as knowledge of best practices and procedures. Each candidate must have an extensive background in troubleshooting procedures and the ability to develop troubleshooting practices. Candidates must be able to communicate clearly whether written or verbal and at all times remain even tempered when dealing with an end user.

 

Successful candidates work closely and communicate with a variety of business units and must have in-depth and hands on experience. Candidates should have proven experience in the following areas:

• Rebuild and installs new or re-deployed computer hardware or software
• Recognize network client or connectivity issues and escalate to appropriate support personnel
• Provide user training in the course of resolving trouble-tickets (when necessary)
• Assist with packaging and testing software applications for central distribution to end users
• Document technical issues for end users and internal IS staff
• Assist with coordinating daily work tasks for technician team
• Provide feedback to management on training needs
• Participate on project teams and assist with the development of project plans and documentation
• Communicate and implement project related technical activities
• Act as point of escalation for desktop technical issues
• Participate in the evaluation of new products
• Support the installation of new releases and upgrades for key business applications
• Achieve full compliance with Medica's business policies
• Advanced Desktop technical training and experience
    

Qualifications:

• Associates Degree or equivalent work experience considered
• 5+ years of related experience

 

Specific types of experience:

• Microsoft Products (Windows NT/2000/XP, Office 2003)
• Helpdesk management Tools (i.e., Remedy)
• Hardware (IBM, HP, PDA’s) Printers, Laptops, Desktops and Peripherals
• Demonstrated experience and knowledge in supporting and troubleshooting in a multi-application environment
• Antivirus and Malware products
• Understanding of Local Area Network (LAN) terminology and basic troubleshooting

 

Skills and Abilities:

• Written and verbal communication skills 
• Project Management
• Excellent customer service skills
• Excellent soft skills (i.e. collaboration, influence, communication, etc)
• Demonstrate the aptitude for using helpdesk management tools, and have the ability to manage helpdesk requests
• Extensive understanding and the ability to perform basic end-user and application administration and support
• Extensive understanding of how to monitor and perform removal of viruses and spyware
• Demonstrate an understanding and the ability to perform end-user and application administration 

https://medica.taleo.net/careersection/2/jobdetail.ftl?job=14176