OverviewSuperior Air-Ground Ambulance Service, Inc. is the largest independent, locally owned and operated Emergency Medical Service provider in Northern Illinois and Northwest Indiana, Michigan and Ohio. We provide wheelchair transportation, Basic Life Support, Advanced Life Support, and Critical Care Ground Transportation, as well as Critical Care Rotary Air Transportation. Much of our proven success is attributable to the exceptional, compassionate customer service provided by our employees. All employees are to uphold the company’s high values and impeccable reputation within the medical community. One must demonstrate the company’s philosophy and values which are TLCS= Timeliness, Look Good, Customer Service, & Safety. Expectations of the Position: Supports the guiding principles & vision by exhibiting the following behavior with employees and providers:
Excellence & Competence
Friendly Factor – is approachable, coachable, and culturally an excellent member of team
Leadership
Accountability
Ownership of issues
Job Summary:
The position will be responsible for service delivery and involved in the collaboration across organizational units. The Help Desk Technician is a member of the Information Technology (IT) Team reporting to the Manager of Information Technology. The candidate of choice will be part of an agile IT group focused on collaboration with peer teams and stakeholders at any level to deliver on technology designed to meet critical business requirements.
Expectation of the Position:
Supports the guiding principles & vision by exhibiting the following behavior with employees and providers:
Excellence & Competence
Communication
Accountability
Responsiveness
Ownership
ResponsibilitiesEssential Duties & Responsibilities:
Perform administration tasks, including user/group administration, security permissions and access control, group policies, print services, research and resolution of issue management, resource monitoring, while ensure systems components work together seamlessly and for correct purpose
Monitors HD services and requests using existing tools, responding to requests and issues as they arise; helps build, test, and maintain new business critical systems as identified and needed
Maintains internal and external (hosted) infrastructure which includes but is not limited to computer systems, security platforms, printers, phones, wireless technology, internets, intranets
Represents, participates actively within, and interacts with other members of the Help Desk and other teams for the purpose of troubleshooting, identifying root cause, and providing technical support
Performs daily health checks/routines for assigned systems, including all data, to ensure high availability and efficient operating structures
Actively answers and supports calls to the primary IT Help Desk line 630-903-2555 (x2555 internally) regardless of call origination
Actively supports and contributes to assigned projects and tasks regardless of geographic location of initiative
Note: Although primary to Michigan and Ohio, this resource is responsible for Company support and projects initiatives, in all States where we operate
At any time, will be responsible for Level 1 – Level 2 IT Support
Supports and maintains enterprise-wide technologies and solutions, focusing on use throughout the organization and not just for a single instance or location
Is available to receive after-hours emergency support requests and calls, as directed to them by peers or management
Manages and adjusts their schedule to align with maintenance activities relating to assigned work and projects
Configures, installs, and maintains company approved software and hardware
Develops and is responsible for maintaining career skill development plan
Develops expertise to train all peer departments/staff on new technologies
Contributes to the creation and continuous updating of internal technical documentation, manuals, and IT policies
Interpersonal Skillsets:
Professionalism: Is always respectful, grounded, always d isplaying a courteous, polite, approachable professional attitude with customers, vendors, and teammates alike
Customer Service : Understands our customers' needs and delivers for them
Teamwork: Fosters teamwork and is a great member of the team, does not offend internal or external customer base
Communication: Fosters an approachable style with a calm, engaging communication
Ethics: Exhibits unquestionable integrity
Good Decisions: Makes sound, smart decisions and welcomes input from others
Quality: Produces a high-quality work product
Efficiency: Executes with a sense of urgency and timeliness while maintaining accuracy
Physical Demands:
While performing the duties of the job, the employee is consistently required to sit; use hands, fingers, handle, feel; and talk, hear & see. The employee is frequently required to bend, squat, crawl, climb, kneel, push, pull, stand, and walk. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include ability to adjust focus. The employee is occasionally required to work under high pressure in a fast-paced environment with employees in 3 states in multiple locations. Lifting requirements of a minimum of 50 lbs.
Work Environment:
While performing the duties of the job, the employee is regularly in verbal contact with others and constantly works face-to-face with and around others. Consistently uses office equipment such as computers, typewriters, copy machine, fax machine, telephone, keyboard, calculator, stapler, etc.
QualificationsQualifications / Prerequisites: College degree with background in Information Technology or three years of IT Help Desk experience preferred. Acknowledgements: This job description is not an employment contract. Employment is At-Will and Superior reserves the right to change this job description at any time without notice. Superior Air-Ground Ambulance Service, Inc. is committed to attracting and retaining the best talent. We are an Affirmative Action/Equal Opportunity Employer. Qualified applicants of all backgrounds are encouraged to apply. M/F/V/D