Technology Support Specialist Level 2

Job title: Technology Support Specialist Level 2 in Sun City West, AZ at Sun Health
Company: Sun Health
Job description: Technology Support Specialist Level II - Join Our Big-Hearted TeamAre you ready to make a meaningful impact in a vibrant, compassionate community? Join our vibrant at Granite Valley Offices in Sun City West, AZ, as a Technology Support Specialist II.Your Mission: Our Technology Support Specialist Level II role is to support and maintain Sun Health technology equipment and IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading all corporate workstations and printers and phones while ensuring its optimal performance at an intermediate IT Specialist level. They will provide support and respond to intermediate Service Request tickets and tickets escalated from Level 1 Specialist. The person will also troubleshoot problem areas in a timely and accurate manner and provide end user training and assistance where required. This position includes work both in the field, and in-house, documenting all work and solutions in the service desk ticking system. The person in this role will also provide feedback for internal procedures and suggestions for improvement.Why Choose Us?

• Great Place to Work: Sun Health has been certified as a Great Place to Work in 2021, 2022, and 2023.
• National Recognition: We secured a top 10 spot on the Fortune Best Workplaces for Aging Services™ list in 2020 and 2021.
• Platinum Award Winner: Our dedication to health and safety earned us Platinum awards from the Healthy Arizona Worksites Program in 2019, 2020, and 2021.

Key Responsibilities:

• Give input in developing long-term strategies and capacity planning for meeting future hardware and corporate technology needs.
• Maintain current knowledge of plan executables and respond to crises in accordance with business continuity and disaster recovery plans.
• Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts.
• Act as the IT point of contact and second level of support at the client sites.
• Identify and deliver timely response according to company service level agreements and policies.
• Liaise with, and provide training and support to, end users and staff on equipment operation and other issues.
• Perform onsite analysis, diagnosis, and resolution of complex device problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, related to hardware and software, peripheral devices, printing/scanning devices, presentation equipment, and other products in order to meet established service levels.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user software and networking software products.
• Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed.
• Receive and respond to incoming calls from the IT Service Desk regarding end user concerns and escalated tickets from Tier 1.
• Ensure that network connectivity is properly working in corporate issued devices.
• Ensure VoIP phone system is configured correctly to meet the operational need of the user.
• Maintain an inventory of all computers, monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment.
• Document instances of hardware failure, repair, installation, and removal.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• Liaise with third-party support and equipment vendors as necessary.
• Recommend, schedule, and perform hardware and peripheral equipment improvements, upgrades, and repairs.
• Provide device and peripheral operational status reports.
• Technical writing and documentations of procedures, processes including disaster recovery and business continuity plans.
• Provides excellent customer service, consistently demonstrating Sun Health Mission and Values.

Your Qualifications:

• Associate Degree or equivalent in the field of computer related discipline preferred.
• CompTIA A+,
• CompTIA Sec+ OR Net+
• Minimum of 5 years' experience in Help Desk / Desktop Support / Computer Support environment or other relevant experience.
• Intermediate level technical knowledge of PC and workstation hardware, including Lenovo, Dell, HP and Apple.
• Intermediate level Excellent technical knowledge of PC internal components, including CPU, GPU, memory, and wired/wireless NIC.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with desktops, laptops, notebooks, tablets, smart devices, MFDs, telephony, printers and projectors.
• Intermediate level Working technical knowledge of current protocols, operating systems, and standards, including Windows 7, Windows 8.x, Windows 10Pro, O365, Active Directory services, and the OSI model.
• Ability to operate tools, components, and peripheral accessories.
• Able to read, write and understand technical manuals, procedural documentation, and OEM guides.
• Possess current or ability to obtain a Level 1 Fingerprint Clearance Card is required.
• Ability to travel in own vehicle, current Driver's license and auto insurance is required.

Team Member Benefits:

• Comprehensive health benefits (Medical, Dental & Vision).
• 401k with immediate vesting and up to 4% employer match.
• Tuition Reimbursement.
• Exclusive discounts through The Employee Network.
• Access to the Employee Association, supporting team members in need.

Equal Employment Opportunity: Sun Health is fully committed to equal employment opportunities and to attracting, retaining, developing, and promoting the most qualified employees without regard to their race, sex, color, religion, national origin, age, physical or mental disability, veteran status, or any other characteristic prohibited by state or local law. We provide a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.Join us and be a part of a community that cares for its residents and team members alike.Apply today!Job Posted by ApplicantPro
Expected salary: $33.65 - 36.06 per hour
Location: Sun City West, AZ
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