IT Support Specialist, Help Desk & ThoughtSpan
Overview
You will own frontline technology support for a 60-person medical board, resolving issues and driving user acceptance testing. You will support Microsoft 365, Windows, and the ThoughtSpan platform. You will join a two-person IT team and report to the IT Operations Manager. This role stands apart by tying application testing directly to daily operations.
What You'll Do10
- 1Resolve deskside, walkup, and remote issues for hardware, peripherals, and core applications within 24 hours.
- 2Process onboarding and offboarding, including device setup, account provisioning, and asset collection.
- 3Support Board Room and conference room A/V systems, setting up for meetings and troubleshooting failures.
- 4Provide first-level support for ThoughtSpan, classifying issues as user error, configuration, training, or defect.
- 5Document issues with reproduction steps and screenshots, then route tickets to third-party vendors.
- 6Escalate high-impact or recurring issues to the IT Operations Manager with proposed solutions.
- 7Execute user acceptance testing (UAT) for application updates, capturing defects and usability feedback.
- 8Validate production releases post-deployment to confirm changes work as expected.
- 9Coordinate with third-party IT and software vendors to resolve complex issues.
- 10Cross-train with the IT Coordinator to cover system administration tasks during absences.
Requirements7
- 13-5 years in IT support, help desk, or desktop support roles.
- 2Hands-on support of Microsoft 365 applications and Windows environments.
- 3Proven troubleshooting of hardware, software, mobile devices, and peripherals.
- 4Experience with help desk ticketing systems and documentation practices.
- 5Track record of explaining technical concepts to non-technical users.
- 6Associate or bachelor's degree in IT or related field, or equivalent experience.
- 7Strong organizational and problem-solving skills.
Salary Insight
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Location
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