[Hiring] IT Systems Specialist @Pinnacle Healthcare Consulting LLC

Role Description

Cloud Proven Networks (CPN) is seeking a Systems Technician. The incumbent will provide desktop and systems support services to technology users for Cloud Proven Networks’ internal staff and remote client environments. These services will be delivered in person or remotely. Duties include:

• Assessing requirements, researching alternatives, and providing effective solutions on a reliable basis.
• Diagnosing and resolving technical hardware and software issues related to desktops, laptops, and other user tools.
• Supporting and collaborating with network and server engineers to resolve issues, improve existing processes, and maintain system and user documentation.

Location: Remote or Indiana

Compensation starting at $50k DOE

Qualifications

• Associates, bachelor’s degree, or equivalent combination of training and experience.
• High School diploma required.
• Some certifications equivalent to MCP, A+, Network +, Security +.

Requirements

• 3–4 years of technical desktop support experience including phone, remote log-in, and general user support.
• MUST be willing to work a rotating shift to provide 24x7 call coverage.
• Extensive Windows 10/11 OS setup, deployment, and troubleshooting experience required.
• Basic Windows Server administration experience preferred; including user and group management, file shares, print services, and general server maintenance tasks.
• Microsoft 365 / Office 365 experience required, including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
• Experience supporting Active Directory required; user account management, group management, Group Policy, password resets, and organizational unit administration.
• Azure Active Directory (Entra ID) experience preferred; user and license management, MFA enrollment, and basic conditional access policy familiarity.
• Ticketing system experience required; proficiency in creating, updating, tracking, escalating, and closing support tickets with clear and accurate documentation.
• Client VPN software troubleshooting skills preferred.
• VoIP experience preferred.
• Experience with enterprise wireless (802.11 a/b/g/n) preferred.
• Strong organizational skills, including but not limited to, time management and problem-solving skills to prioritize workload, meet deadlines, and manage competing priorities.
• Excellent written and verbal communication skills.
• Able to work in a fast-paced environment and remain calm under pressure.
• Works well independently and within a team environment.
• Possesses a professional demeanor in all work situations.
• Outstanding customer service to external clients and internal staff.

Benefits

• Responsible for monitoring and answering a fluctuating volume of incoming support requests through dedicated support email, in-person requests, and support phone line.
• Creates issue tickets for all requests and provides timely response to level 1-2 user support and systems support requests.
• Follows standard help desk service protocol which includes documenting requests, testing solutions, and ensuring the service meets the client’s needs.
• Experience in creating knowledge-base and other instructional documentation as necessary to improve the department’s response to issues and for user instruction.
• Responsible for using good judgment and quick action when needing to escalate tickets to engineers and management to ensure resolutions are ultimately delivered.
• Responsible for effectively tracking status of pending work and documenting response to clients.
• Responsible for researching processes/response for issues affecting multiple users.
• Responsible at all times for adhering to the company’s policies for safety and conduct.
• Strong understanding of, and experience with, service-based organizational environments.
• Experience with Windows OS system deployment, printers, and shares.
• Experience building computer images and deploying new or refreshed computers to users.
• Experience with hardware and software application troubleshooting.
• Other duties as assigned.

Company Description

Review and comply with the Code of Business Conduct and all relevant Company and Business Unit policies and procedures, and local, state, and Federal laws and regulations. Ensure that employees understand and comply with the Code of Business Conduct and all relevant Company and Business Unit policies and procedures, and local, state, and Federal laws and regulations, and establish effective internal systems and controls to promote such compliance.