IT Support Specialist

Responsibilities:

• Serve as the initial point of contact for all IT support requests and incidents.
• Diagnose and resolve hardware, software and network issues for end-users.
• Provide clear, patient instructions to guide users through problem resolution.
• Escalate complex issues to higher tiers of support or engineering as needed.
• Maintain the hospital’s IT asset inventory, including computers, printers, phones and peripherals.
• Set up and configure user accounts, workstations and applications for new hires and role changes.
• Conduct end-user training on core IT systems and tools. Develop user guides and FAQ documentation.
• Perform preventative maintenance on hardware and software systems to prevent issues.
• Assist with the evaluation, testing and deployment of new technologies.
• Log and track all incidents and requests in the IT service management system.
• Perform other administrative duties as and when required.
• And to perform other duties assigned by management from time to time.

Requirements:

• Associate's or Bachelor's degree in Computer Science, Information Technology or related field.
• At least 3 years of experience in an IT support role, ideally within a healthcare environment.
• Strong working knowledge of Windows and Mac operating systems, Microsoft Office Suite, and standard business software applications.
• Familiarity with healthcare IT systems such as barcode devices, EMRs, PACS, etc., is a big plus.
• Excellent problem-solving and troubleshooting skills for a wide range of technical issues.
• Ability to communicate complex technical concepts in easy-to-understand terms.
• Exceptional customer service orientation. Able to remain patient and empathetic under pressure.
• Highly organised with strong attention to detail. Able to manage multiple tasks efficiently.
• Certification in ITIL, CompTIA A+, or a similar IT service management framework is desirable.
• Willing to work flexible hours as needed to support hospital operations.
• Ability to adapt to change and implement change initiatives.
• Must be eloquent and exude confidence.