Technical Support Specialist

Hybrid role combining technical support with staff training enablement.

Responsibilities

• Provide endpoint support for staff
• Troubleshoot and support operating systems, cloud, and desktop applications
• Configure and deploy endpoints for supported applications
• Create and maintain technical documentation for staff use
• Administer and maintain the St. John’s Learning Management System (LMS)
  • Manage system configuration
  • Create and manage user accounts
  • Create courses
  • Upload content
  • Troubleshoot LMS issues
• Collaborate with Nurse Educators to support mandatory or in-service staff training
• Develop digital training assets including slide decks, videos, assessments, and resource guides
• Track training completion and report training compliance within the LMS
• Coach educators and trainers on LMS and similar tools
• Set up and support training rooms, AV equipment, and virtual meeting setup for training sessions
• Support staff onboarding and education through technical solutions and process improvement
• Maintain regular communication with nurse educators and department stakeholders
• Lift and carry IT equipment up to 35 pounds
• Support computer network connectivity and security in coordination with other IS staff
• Apply system and application software updates as necessary
• Travel between sites as needed
• Serve as the initial escalation point for Help Desk staff issues related to personal computers/thin clients, servers, printing, and network issues
• Escalate to 3rd level sysadmin support as appropriate
• Work in unison with the IS team to support Information Systems Department responsibilities
• Advise the supervisor and departments on hardware and software needs
• Produce or maintain documentation for systems, procedures, diagnostic processes, and methods
• Support thin client and imaged or non-imaged desktop installations and setups (profiles, mapped drives, permissions, printers, etc.)
• Interact with hardware and software vendors for technical support
• Work with other departments to identify hardware and software needs
• Provide instruction and mentoring in one-on-one and group settings, including computer-based training
• Create customer-facing and IS documentation to support installation/configuration and end-user “how-to” guidance
• Provide support for projectors and/or other A/V equipment
• Provide support for Elder use of hardware/software specific to that community
• May provide occasional after-hours/weekend/holiday support

Requirements

• Associate’s degree in Information Technology (or related field) or equivalent certification with demonstrated information technology skills
• Minimum 1-3 years of experience with Microsoft environments
• Experience with Exchange, Jira, WSUS, staff training, and Moodle LMS is a plus

Technologies

• MS Office 2010 (Word, PowerPoint, Excel, Publisher, some Access)
• Novell GroupWise
• Symantec antivirus
• MS Steady State
• Internet Explorer
• Visio
• Crystal Reports
• Hard drive encryption
• Desktop imaging software
• Microsoft Access
• Exchange
• Jira
• WSUS
• Moodle LMS

Role Location & Pay

• Location: Rochester, NY (hybrid)
• Hourly pay: USD 23 - 28