IT Support Specialist

About the Job

The primary roles and objectives of the IT Support specialist are:

•    Deliver timely and effective day to day technical support to end users, ensuring minimal disruption to business operations.
•    Maintain accurate and up-to-date technical documentation, including configuration guides, installation procedures, and knowledge base articles.
•    Ensure high availability of computer systems in alignment with agreed service levels, meeting end-user support expectations and receiving positive stakeholder feedback.
•    Provide basic technical support to IT requests and incidents related to back-end Infrastructure when and where required.

This is a full-time hybrid position based out of our Baton Rouge, LA office. The hours are Monday to Thursday (in office) 8:00 am until 5:00 pm and Fridays (work from home) 8:00 am until 5:00 pm.

Key Responsibilities

•    Provide day-to-day technical support for end user hardware, software, and application issues.
•    Install, configure, troubleshoot, and resolve problems related to laptops, desktops, operating systems, applications, printers, and other peripherals.
•    Manage and update the ServiceNow ticketing system to log, track, and resolve incidents and service requests efficiently.
•    Provide Level 2 support for incidents escalated by the Service Desk, ensuring timely and effective resolution.
•    Provide basic Infrastructure and Systems Administration support under the guidance of the Infrastructure Team.
•    Maintain accurate and up-to-date inventory records of IT assets in ServiceNow, including hardware, software licenses, peripherals, and associated services.
•    Collaborate with vendors and the corporate IT team to resolve complex IT issues and fulfil service requests.
•    Execute IT related tasks for employee onboarding and offboarding processes effectively.
•    Fulfil IT service requests in accordance with defined processes and procedures as directed by the IT Director.
•    Maintain and update SharePoint with relevant IT support documentation and user guides.
•    Assist the IT Director in project implementation and delivery of new IT initiatives.
•    Proactively keep the IT Director informed on IT service performance, highlight any service interruptions, and ensure user concerns are appropriately escalated for timely resolution.
•    Prioritize IT support tasks based on business impact and urgency.
•    Perform root cause analysis for recurring or high impact technical issues affecting users or business operations and implement preventive measures to avoid future occurrences.
•    Maintain accurate and up to date technical documentation, including configuration guides, installation procedures, and knowledge base.
•    Liaise with external vendors and service providers for backend support and issue resolution.
•    Support the IT Director during project implementation and new initiative roll outs.
•    Actively contribute to group level IT initiatives and projects, ensuring effective local implementation and alignment with group standards.
•    Provide guidance and training to end users on best practices and effective use of IT tools.
•    Provide technical support to field users or remote offices using remote tools.
•    Assist in software deployment, patch management, and updates as part of the IT operations lifecycle.
•    Participate in change management activities, ensuring documentation and proper approval processes are followed.

About You

Required Skills and Knowledge:
•    Service Orientated.
•    Strong analytical skills to identify and resolve complex technical issues.
•    Flexible to adapt to changing technologies and processes in a fast-paced environment.
•    Strong interpersonal & communication skills for effective collaboration with users & stakeholders.
•    “Hands-on” approach.
•    Quickly grasps technical concepts and rapidly acquires new skills and knowledge.
•    Demonstrates a strong IT customer focus, ensuring user needs & satisfaction are prioritized.
•    Disciplined problem solver with rigorous logic & methods to solve difficult problems effectively.
•    Demonstrates the ability to learn on the fly. Learns quickly when facing new challenges. A dedicated and versatile learner who embraces change and analyses both successes and failures to identify opportunities for improvement.
•    Time Management: Efficiently organize and prioritize tasks to meet deadlines.
•    Innovation: Bring creative ideas and solutions to enhance processes or outcomes.

Required Work Experience:
•    Minimum 4 to 5 years of work experience in the field of IT and IT support.
•    Proven track record in a Microsoft-centric environment is a must.
•    Experience with a recognized ITSM tool preferably ServiceNow.
•    Experience in the healthcare industry an advantage.
•    Mandatory technical skills / Hands-on experience with: 
o    Administering Windows 10 and 11
o    Mobile device management.
o    Administering and supporting M365 Products.
o    Exposure to remote support tools (e.g., TeamViewer, AnyDesk, RDP, or similar).
o    Administering and supporting Active Directory, Azure AD, Intune etc.
o    Basic knowledge of Windows Server and Cisco Device Administration. 
o    Basic knowledge of Electronics Medical Records applications.
o    Familiarity with cloud platforms like AWS or Azure could be a plus. 

Required Qualifications:
•    Degree in the field of IT
•    Microsoft and CCNA certifications considered a distinct advantage.
•    ITIL Certified considered a distinct advantage.
•    Knowledge of HIPAA and ISO27001 compliance is preferred. 

Required Languages:
•    English (oral and written) an absolute must.