IT Support Specialist

Job Details

Description

Are you passionate about technology and exceptional customer service? The Highlands at Wyomissing is looking for a skilled and service-oriented Information Technology Support Specialist to join our team. In this hands-on role, you'll provide front-line IT support to both staff and residents, helping to maintain a reliable, secure, and innovative technology environment. As an IT Support Specialist, you’ll support a wide range of technologies including desktops, laptops, printers, multimedia systems, phones, and enterprise applications. You’ll also assist in managing servers, Active Directory, Microsoft Office 365, VMware environments, and more.

Summary Of Responsibilities

The Highlands at Wyomissing Information Technology Support Specialist is responsible for hands-on IT support duties to ensure The Highlands technology infrastructure meets the needs of its users and residents. The IT Support Specialist is tasked with the support of all IT systems. This may include those systems with a 24x7-uptime requirement. While additional levels of more complex support agreements may be in place, the IT Support Specialist will be the first line of support for items like desktops, laptops, printers, applications, multimedia systems, etc. Support will be also be required for a variety of systems including phones, file shares, Active Directory, Microsoft Office 365, VM Ware Virtualization, and more.

In our approach to strive to offer a more Hospitality vs. Healthcare approach to the care of our residents, we embrace the newest technologies and place an extreme emphasis on both values of our IT organization and customer service. This position is also responsible for supporting our Residents via a Technology Concierge Program/Service. This service is meant to provide an additional layer of services for residents to ensure their devices and/or technology needs are also being sustained. This service is based on a fee-for-service methodology. It will require general knowledge of various platforms, devices, etc.

Essential Functions/Duties

• Manage personal computers, system software, software applications, phones, printers, copiers, and servers (both physical & virtual).
• Assist in maintaining our servers including file share, Active Directory, MS Office 365.
• Establish and maintain network user accounts, user environment, directories, and security.
• Train users on software and equipment usage.
• Respond to needs and questions of network users concerning their access to resources on the network and the operations of various software programs.
• Test and install software upgrades and new hardware.
• Work closely with other staff as needed to achieve needed IT administration and support.
• Coordinate and implement infrastructure software and hardware updates on off-peak hours
• Participate in and complete all required ongoing training, including monthly online and in-person training, annual skills competencies education, and role-specific certifications, to ensure continued competence and adherence to organizational and regulatory standards.
  
  

Position Type/Expected Hours Of Work

• Typical hours will be between 8:00 AM and 5:00 PM. Work may require off-hours to be on campus for emergencies in the event of network outages and/or other IT related issues that affect the delivery of services and care to our residents. Evening, weekend, on-call, holiday, and work during inclement weather may be required.
  
  

Education And Experience Requirements

• High school Diploma or GED (Required)
• Bachelor’s degree in information technology, Information Systems, Computer Engineering, or related field or equivalent experience (Required)
• 2-4 Years of experience in the Information Technology field (Required)
• 1-3 Years Long-Term Care Experience or Work in the Field of Gerontology (Preferred)
• Microsoft Certification(s) (Preferred)
• Completion of the Highlands Hearthstone Ambassador training within 30 days of employment (Required)
  
  

Work Authorization/Security Clearances

• Medical Screening
• Criminal History Clearance
• FBI Fingerprint Clearance (Only required if you have not lived in PA for the last 2 years)
• Immigration and naturalization (I-9) Clearance
  
  

Physical Requirements And Physical Demands

• Hearing: Adequate to perform job duties in person and over the telephone.
• Speaking: Must be able to communicate clearly in person and over the telephone.
• Writing: Must be able to accurately document pertinent information either by writing or typing.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Continuously within shift (67-100%): Sitting
• Occasionally within shift (1-33%): Standing, Walking, Climbing, Bending, Pulling with force, Push/Pull (up to 350 lbs.), Lift from floor level up, Lift from waist level up, Lift above shoulders/head, Lifting 10 lbs. maximum and occasionally lifting and/or carrying objects, Lifting 20 lbs. maximum and frequently and/or carrying objects weighting up to 10 lbs.
  
  

Safety Hazards And Physical Environment

• General office working conditions
• May be exposed to blood borne pathogens - Low Risk
• May be exposed to communicable diseases
• May be exposed to moving mechanical parts
• May be exposed to rare occasions during which it is necessary to interact with a resident