Overview: The IT Level II Support technician is responsible for the diagnosis of computer-related problems and requests assigned to the group bucket in the helpdesk system. The IT Level II Support technician conducts problem analysis and research, troubleshoots and resolves complex problems either using remote control software or in person. Ensures timely closeout of trouble tickets. Maintains a broad knowledge of state-of-the-art computer technology, equipment, and systems and participates in professional development activities as appropriate. The IT Level II Support technician must be available for a rotating on-call schedule. May also be required to work shifts other than 9am-5pm. Qualifications: EDUCATION AND WORK EXPERIENCEEducation and Work Experience:Must possess a high school diploma or GEDAssociate degree preferred2 - 4 years working knowledge of PC software and hardware; technical support experience preferredHospital IT experience preferred.SPECIFIC REQUIREMENTSLicense Requirements:N/ACertification Requirements:N/AAge Specific Care Provided For:N/AKnowledge, Skills and Abilities:Computer proficiency and technical aptitude with the ability to utilize one or more of the following:Microsoft Word, Power Point, ExcelMicrosoft OutlookMeditech (if applicable to position)Epic (if applicable to position)Performance Manager/NetLearningMust be able to read, write, and speak the English language in an understandable manner.Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action.Must possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public.Must be flexible, have personal integrity, and the ability to function effectively as a team with other employees.Must be able to follow written and oral instructions.Other Requirements:Knowledge of a wide range of computer system software, applications, hardware, and networking protocolsAbility to diagnose and isolate a wide range of computer hardware and software problems.Requires excellent analytical capability to determine best course of action for resolutionSpecific working knowledge of Microsoft, Novell, Meditech, Altiris Helpdesk, and Misys hospital management systemsAbility to analyze user requirements and provide innovative technical solutionsSuperior customer service skillsStrong interpersonal and communication skills and the ability to work effectively in teamStrong written communication skillsAbility to prioritize workload and work independentlyAbility to train/mentor new team members