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L2 Solutions Specialist

Date Posted: 9/16/2020

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Job Description

Solution Technician II

Position Summary
The Solution Technician II will act as a subject matter expert responsible for providing in house resolutions for all escalated Windows system needs. Under limited direction, the Solution Technician II will perform the following job duties:  

  • Escalation Support - Provide deeper application and hardware knowledge to Support Specialist. Answer requests for assistance. Forward undocumented, unresolvable issues to Solutions Technician III.  
  • Knowledgebase - Create and maintain our knowledgebase within the ITSM tool. These entries should be designed for quick searchability and use by all in IT, with an emphasis on the Support Specialist I role.  
  • Projects - Drive IT related project activities designed to yield more positive patient experience, employee satisfaction, and benefits to the organization's performance.  
  •  On-Call Activities - Provide emergency assistance to the organization post standard operating hours. Ensure incident management processes are maintained throughout the On-   Mentor Sessions - Serve as a supplement to the manager by sharing lessons learned on you own career path, provide guidance, motivation, and role modeling.  
  •  Hardware Configuration - Currently this task is shared equally with Solutions Speacialist.  Prepare telephony and computing hardware for end user consumption.  
  • E-mail Coverage - Currently this task is shared with Solutions Specialist.

Preferred Knowledge & Experience
  • Experience with TCP/IP networks and routing configuration 
  • Experience with Citrix / VMWare View 
  •  Thin Client experience with Win IoT and/or Thin Linux 
  •  Experience with TeamViewer or other screen sharing application 
  •  Experience with Remedyforce  
  •  Experience with Citrix  
  •  Experience with Mimecast 
  • Experience with Palo Alto  
  • Medical Imaging Software Experience (PACs/DiCOM) 
  • Associates or bachelor's degree 
  • Dental Patient Management Systems (DentaPro, Dentrix, EagleSoft, PracticeWorks) 
  •  Experience with VMWare Administration 
  • Wireshark or other network troubleshooting product  
  • MS Excel Intermediate or better proficiency  
  • Call Center applications (e.g., ACD, Dialer) 
  • Some lifting (less than 50 pounds)  
  • A+, N+, MCSE or MCP Certifications or equivalent  
  • Extensive experience in configuring and supporting Windows desktops and laptop configurations  
  • Extensive experience supporting Microsoft Windows 7/10 (laptops/desktops) and Windows Server OS 
  • Knowledge of system imaging and the impact on the installed OS and apps 
  •  Knowledge and experience with Active Directory management 
  • Experience managing/supporting Office 365 users (email, Office, Teams) 
  • Ability to develop basic batch files 
  • Knowledge of basic networking concepts and troubleshooting 
  • Problem ownership experience from initial creation to resolution.  
  • Minimum of 3 years' experience working in a multi-tiered, centralized help desk environment  
  •  Ability to answer and document moderate support call / e-mail volume.  
  • Ability to create concise, user-friendly technical documentation.  
  • Excellent communications and customer service skills  
  • Hours of operation are 7:00am-9:00pm, Monday-Friday.  
  •  Saturday shift (9:00am-2:00pm) required, approximately every 5 weeks  

**Unable to work with C2C, third parties, and individuals requiring sponsorship


We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender id
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Job Snapshot

  • Employee Type:Full-Time
  • Location:Marietta, GA
  • Job Type:I.T.
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:9/16/2020
  • Contact: Taylor Cooper (713) 730-7281
  • Pay Range: $40,000.00 - $50,000.00 Annually
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Job Reference: JO-2009-98369