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IT Support Specialist in Spartanburg, SC at MDI Group

Date Posted: 12/9/2018

Job Snapshot

Job Description

IT Support Specialist
Spartanburg, SC

Responsible for first level problem determination, problem/incident recording, problem resolution and problem escalation for system supported products. Products and services include networks, client/server systems, PC desktops, desktop application software, peripheral devices, Responsible for creation and monitoring of system access forms, and others.

What you will be doing:

  • Respond to customer requests for Information Technology assistance in person, via telephone or electronic correspondence.
  • Research customer requests using available resources.  Resources include division incident tracking application, stored procedures and protocols, and divisional subject matter experts.
  • Act as a liaison between customers and internal support staff to assure accurate problem interpretation.  Advise customers on status of incidents, problems, and requests.
  • Document all helpdesk interactions.  Interactions include first call requests, follow up requests and resolutions.
  • Direct/Re-direct customer requests to appropriate resource.
  • Strong knowledge of incident tracking application and processes, procedures and policies that support utilization of application.
  • Stay current with system supported product changes and updates.
  • Escalates customer requests in accordance with departmental protocols.
  • Demonstrates high energy, willingness to learn and adaptable to changing work environment.
  • High tolerance for stressful work environment.
  • Complies with departmental and organizational policies, protocols, and procedures.

Must Have:

  • 3 years IT experience 1-2 years customer experience.
  • 3 to 5 years Healthcare IT experience.  
  • Help desk tracking application experience.
  • Preferred helpdesk certification.


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