Kelly Services Technical Support Analyst in Silverton, Oregon
Technical Support Analyst
Location: Silverton, OR
Duration: Contract to Hire
Resolve inbound tickets (Level 1 and 2), and ensure SLAs are maintained
Works with less experienced personnel to provide mentoring and training
Received tickets routed from Tier 1 technicians assess issues and provide solutions for problems that cannot be handed by tier 1. If unable to find a solution routes issue to subject matter experts or Tier 3 / Cloud Engineering.
Stays up to date with industry trends and technology.
Reviews hardware product offering and maintains list of approved products.
Review and monitor our service-ticket boards, and ensure tickets are assigned to the appropriate resource.
Troubleshooting user computers, laptops, tablets, servers, as well as executing password changes
Manage all server/desktops to keep them up-to-date with Microsoft and third-party patches virus definitions, and malware, using RMM software.
Record your own work using CRM ticketing system based on the ITIL Framework.
Escalate technical issues outside your skillset to other technical team members and route to the appropriate team member.
Field calls from end users.
Core duties and responsibilities include the following. Other duties may be assigned.
Adhere to and follow standard operating procedures (SOPs), Guides, Templates, and Policies used to support and manage MTS Operations daily activities.
Work with a range of Windows applications and operating systems in a networked environment, both hands-on and remotely
Provide specific line of business application support such as NextGen EPM and/or EHR.
Travel to clients for on-site repairs or professional services. (Approximately 20%)
Complies with all IT Policies, Procedures and Security Standards. Including but not limited to Role Based Access and segregation of duties.
Comply with HIPAA and other Cybersecurity Frameworks.
Familiarity troubleshooting all Windows desktop hardware and software.
Familiarity with networking and server operating systems.
Familiarity remediating technical issues with various vendors such as ISPs, software/hardware manufacturers, etc.
Experience with CRM Ticketing System
Excellent oral and written communication skills; including documentation
Demonstrated ability to use problem solving techniques such as root cause analysis to resolve issues
Ability to follow and adhere to policies, procedures and standards relating to Systems management and security.
Install, move, add, change, and decommission computer systems upon request.
Require limited supervision and direction; drive results and set priorities independently
Prior experience working with medical applications such as Allscripts, Epic, or NextGen is a plus.
Why Kelly ® ?
With Kelly, you’ll have direct connections to leading IT organizations in the best companies around the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 95 of the Fortune 100™ companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent: people like you.
Last year we found 8,000 opportunities for IT professionals. Let us help advance your career today.
About Kelly Services ®
As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook , LinkedIn and Twitter .
Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.
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