IT Support Specialist in Loveland, Colorado at Summit Pathology Laboratories, Inc.

Job Summary
The IT Support Specialist is responsible for the coordination of a variety of support functions as they relate to the computers systems and functions at Summit Pathology. These include activities such as handling IT call-center and helpdesk issues as well as the coordination of requests for services between users and operating or applications systems staff, training or assisting users with various systems applications, responding to various problems and coordinating with operations or technical staff to effect solutions or enhance systems performance and providing assistance in scheduling special productions requirements. This individual is also responsible for an inventory of a variety of equipment, supplies and materials related to the hardware and software of Summit Pathology operations.

Duties and Responsibilities

• Act as product coordinator for Summit IT Help Desk Platform
  • The IT Help Desk Platform includes but is not inclusive of all technology used to maintain and manage the IT help desk including support ticket software, asset inventory, and IT documentation repositories
  • Maintain and manage any updates or upgrades for platform
  • Maintain a working relationship with platform vendor(s) and say current with platform functions and capabilities
  • Maintain a comprehensive IT asset inventory including hardware, software, licenses and peripherals
  • Define, create and produce reports as needed from Director of IT or leadership staff
  • Coordinate any configuration changes with help desk platform vendor
  • Communicate and coordinate updates, maintenance, challenges, or configuration changes with the Director of IT
• Provide Direct Support for LIS platform
  • Collaborate with LIS Administrator issues directly related to LIS support issues
  • Troubleshoot and escalate LIS related issues to LIS vendor
  • Coordinate with LIS vendor to resolve issues
  • Maintain strong working knowledge of LIS platform for end-user support
• Provide technical support for all IT products
  • Laptops, desktops, VoIP phones, copiers, printers, fax machines
  • Configure and deploy new devices
  • Coordinate with IT Network Coordinator to maintain updates and upgrades for all workstation operating systems and software products
  • Provide training and assistance to users
  • Create, maintain, and manage all user login accounts
  • Administer New Hire orientation and training
  • Act as a support liaison for computer operations, communication, resolving, and or initiating the resolution of problems and or concerns
• Make recommendations concerning new IT related equipment or software
• Coordinate with Director of IT and other IT support staff when problems require additional analysis or assistance
• Contribute to IT goals by accomplishing related duties as required
• Responsible for assisting coverage while other IT staff are out of office
• Available for after hours on-call support on a rotating schedule
• Ability to work remote but available for on-site support within 1 hour of any required support ticket
• Provide support as needed to other IT staff
• Other job duties as assigned

Core Behaviors
At Summit Pathology customer service and can-do attitude are what we want to see from our teams. We expect team members to:

• Collaborate and contribute to teamwork
• Be responsive to change
• Foster diversity and inclusion, respect others
• Encourage open communication and cooperation
• Foster continuous performance improvement
• Mentor and teach when you can

Conduct yourself in a professional manner as outlined in the Code of Conduct and pursuant to policies and procedures as stated in the Summit Pathology handbook.

Qualifications

• Associates Degree or higher or an equivalent combination of education and experience
• 2+ years related experience
• Experience in customer service in a technological environment
• Knowledge of a variety of hardware and software , programming languages and technology systems
• Ability to work independently
• Ability to maintain necessary levels of confidentiality to protect patient privacy

Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Constant standing, walking, sitting, hand use, vision, hearing and noise, as well as stooping/bending, reaching, kneeling, squatting, and climbing stairs
• Exertion of 20-50 lbs. of force occasionally, and/or 10-25 lbs. of force frequently, and/or greater than negligible up to 10 lbs. of force constantly to move objects
• Perform work within a laboratory and near electrical instruments, computers, and other laboratory equipment and chemicals