Support Specialist

Intellinetics, Inc.

Bachelor’s Degree

Requirements

• Strong business acumen and the ability to excel in a team atmosphere

• Strong problem-solving skills

• Strong technical writing and verbal communication skills

• Proficient in SQL Server installation and configuration

• Experienced in Microsoft Windows Server 2003 with Active Directory as well as NT 4/2000 mixed mode environments.

• Experienced in the installation and configuration of server hardware, including the setup of TCP/IP networks, routers, VPN, and firewalls.

• Ability to manage and prioritize tasks independently

• Ability to learn software products quickly.

• Relationship building and strong interpersonal skills

The Intellinetics Support Specialist will support the customer care lifecycle in the following activity areas:

• External Level I helpdesk support for Intellinetics software products

• Internal Network management and desktop/notebook support

• Build image servers, build and test Intellivue implementations as part as active project delivery

• Software as a Service (SaaS) support and process owner

Responsibilities

• Provide Level I helpdesk telephone and on-line support for all Intellinetics products.
• Manage the helpdesk operations and ensure continuity of care and the successful resolution of issues.
• Monitor and manage escalated helpdesk tickets and ensure that the client is being communicated with on a regular basis throughout the life of the open ticket.
• Share evening/weekend on-call duties with Intellinetics Technical Consultants.
• Build client server solutions including server configuration, software installation (RAID configuration, server operating system, SQL Server, backup software and hardware, VPN, etc.), and pre-implementation testing.
• Manage the Intellinetics network infrastructure:
  • Windows 2000/2003 network servers
  • Windows 2000/XP/Vista workstations/laptops
  • Web presence servers
  • Demo system servers
  • Exchange e-mail server
  • Tape backups.
• Manage the building’s electrical system and any improvements and changes to the configuration.
• Manage basic phone system trouble tickets.
• Provide desktop support for internal Intellinetics personnel including hardware, operating system, productivity applications, and internal network connectivity.
• Monitor ASP servers and network.
• Perform Intellivue QA testing and evaluation.
• Perform or assist clients with scanner/scan station implementation.
• Perform SaaS client monthly data backups within the first 5 business days of the new month and manage the delivery of the backups to the client.
• Manage the process for on-boarding new SaaS clients.
• Responsible for AutoTask service desk ticket updates and performance metrics.
• Build and maintain strong relationships with clients.
• Act independently with little guidance
• Act, dress, and conduct self in a professional manner.
• Conducts self in accordance with the Intellinetics core values.
• Use the Excellence in Motion (EIM) tools.
• Other duties as assigned
• Have Fun!
• Support Specialist

To apply for the job, please send your resumes to kcraig@intellinetics.com