IT Support Specialist at Baylor Scott… · US-PA-Mec…

Summary: Baylor Scott & White Institute for Rehabilitation is seeking an IT Support Specialist to provide quality customer service and technical support. The role involves responding to help desk inquiries, logging issues, escalating problems, and ensuring customer satisfaction in a timely manner. Responsibilities: - Ensure customer satisfaction by responding in a timely manner to all issues reported to the Help Desk. This support includes, but is not limited to, computer or peripheral hardware and software, network connectivity issues, as well as any systems in use - Ensure that all issues are logged promptly and accurately with detailed up-to-date information - Ensure timely escalation of customer problems by documenting the impact to the customer by assigning an appropriate priority and resolution target. Initiate escalation, as appropriate, to ensure management awareness of problems that are severe in nature or that are exceeding documented targets - Review outstanding issues on a daily basis to assure that troubleshooting and resolutions are current - Recognize any problem, hardware or software that may have ramifications enterprise-wide; strategize and define remediation plan with the Help Desk Manager and execute accordingly - Participate in relevant information-sharing activities - Monitor and report on any security violations related to the unwarranted access to corporate data - Ensure that all problems are resolved in a timely and efficient manner - Help build team spirit by assisting other staff members and promoting a positive workplace - Maintain awareness of the rapidly changing environment and recommend cost efficient techniques - Recognize potential areas where policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Submit recommendations as appropriate - Support the mission and direction of Select Medical, both within the Information Services department and throughout the corporation - Complete any activities, tasks, and projects assigned Required Qualifications: - Associates Degree or actively enrolled in an Associates Program - Ability to work posted shift Preferred Qualifications: - Superior customer service skills - Understanding of operating systems such as Windows and OS X/iOS - PC hardware and peripheral experience - Good interpersonal skills including: face-to-face, verbal, electronic, and telephonic - Accuracy and attention to Detail - Personal sense of urgency - Excellent analytical and problem solving skills are essential - Organized - Good time management skills in order to meet deadlines - Ability to multitask and adapt to changing business priorities - Ability to work independently and as part of team to reach a mutually established goals - Flexible and open to change - Previous experience in metrics based role, where production/quality standards are upheld Required Skills: Customer service skills, Windows OS, PC hardware experience Important Skills: OS X/iOS Nice-to-Have Skills: Analytical skills, Multitasking Benefits: An extensive and thorough paid orientation program., Paid Time Off (PTO) and Extended Illness Days (EID)., Health, Dental, and Vision Insurance; Life insurance; Prescription coverage., A 401(k) retirement plan with a company match.