<p>Position Summary</p> <p>The Specialist II, IT Support role collaborates with internal and external clients and system users across all College functions. This role is responsible for the fulfillment of technical service requests and response/diagnosis of technical incidents. The Specialist II, IT makes up the IT Helpdesk team that enables day-to-day technical operations across the College to ensure consistent and smooth operations by providing expertise to common systems and software. This role contains multiple tiers of escalating benefits and responsibilities.</p> <p>The hourly range for this position is $27.00 to $29.00 per hour.</p> <p>Essential Function and Responsibilities:</p> <ul> <li>Serve as the initial point of contact for Collaborators to navigate IT requests and challenges. Effectively communicate with a remote workforce via phone, email, chat, and other collaboration tools. </li><li>Fulfill hardware, software, and access requests from Collaborators with an emphasis on delivering outstanding customer service. </li><li>Troubleshoot hardware, software, and access issues to either resolution or until such point that the issue requires escalation. </li><li>Thoroughly document work in the ITSM tools to maintain transparency and provide necessary context for future research. </li><li>Embrace and engage in training to further technical, troubleshooting, and customer service skills in order to provide ever-improving service to the organization and to advance your IT career. </li><li>Maintain inventories of IT assets. </li><li>Aid in security audits and security events. </li><li>Provide feedback on IT systems and processes to ensure Nightingale systems are serving its Collaborators effectively and providing value to the organization. </li><li>Provide regular feedback on knowledge management systems. </li><li>Fulfill requests and resolve issues requiring assistance primarily with environmental or contextual components. </li><li>Serve as an escalation point for challenging or urgent Collaborator needs. Take ownership of this work and see it through to conclusion or until further escalation is required. </li><li>Provide aid and training for Tier 1 technicians. Help them to build their skills as you build yours. </li><li>Participate actively in Knowledge Management processes, building new and revising existing documentation. </li><li>Contribute to project work, ensuring that this work is balanced with conventional tasks. </li></ul> <p>Minimum Required Qualifications:</p> <ul> <li>Associate's degree in technology-related subject or 2-4 years of equivalent work experience. </li><li>Training in vocational schools, related on-the-job experience with technology and troubleshooting. </li><li>Related IT certifications are desirable. </li><li>Familiarity with ITIL framework preferred. </li></ul> <p>All new hires are required?to attend New Collaborator Orientation (NCO) in Salt Lake City, Utah. The College will pay for travel and lodging accommodations.</p> <p>Nightingale's commitment to diversity and inclusion is reflected both in our learners and collaborators because we believe the best outcomes for learners from underserved and diverse populations are achieved through collaborators with similar backgrounds and cultures. Nightingale College is an equal opportunity employer.</p> <p>Our Mission?(not just words on the wall, we live it, love it, and daily contribute to it):?With the primary focus on higher learning in healthcare professions, Nightingale College contributes to elevating education, health, and employment systems through facilitation of academic achievement, personal growth, and professional development of its learners, alumni, and collaborators, while serving diverse communities.</p> <p>At Nightingale College, our Innovative Education model helps transform rural health landscapes through our blended-distance learning platform. Every person involved with Nightingale College helps to change the lives of our learners, our communities, and ultimately the world by adding to the quality of healthcare. We are proud to have graduated over 2,000 nurses serving communities in need. We are serious about our outcomes and have a little bit of fun getting there.</p> <p>The professional and personal development of our learners and our collaborators is our company's foundation. Not only do we develop strategies that promote a positive work-life integration, but we also create an environment that invites you to become an expert in your field, be it through higher education or professional development. Put simply, we elevate employment, elevate health, and elevate education. We're so happy that you've found us!</p>