Solution Support Specialist

Location Spartanburg, SC
Facility Home Office: 700 N Pine Street, Spartanburg, SC 29302
Department IT - SERVICE DESK
Schedule - Shift - Hours Full-Time - Evenings - weekends as needed - 2:30pm -11:00pm
Job Category Information Technology
Salary Job Grade 017
Req #: 59010

Summary

Position Overview: Become an integral part of Spartanburg Regional, one of South Carolina’s premier healthcare systems, as our next Solution Support Specialist. We are seeking talented IT professionals who can provide comprehensive support to our hospital associates across hardware, software, mobile, and application domains. In this role, you will utilize our advanced ITSM software to document, assess, and prioritize troubleshooting efforts, ensuring timely and effective solutions for escalated issues and maintaining high levels of customer satisfaction. This remote-friendly position offers opportunities for professional growth, collaboration across diverse IT areas, and daily activities that include associate training, account troubleshooting, and more.

Location: Spartanburg, SC

Minimum Qualifications:

Education:

High School Diploma

Experience:

Minimum of 2 years of experience in deploying, supporting, and troubleshooting PC-related equipment, including desktops, laptops, peripherals, and printers.
Proficiency in deploying, supporting, and troubleshooting PC-based applications such as Microsoft Windows, Office, and various software packages.
Experience with wireless devices, including smart mobile devices.

Preferred Qualifications: Education:

Trade school or Associate Degree in Computer Training

Experience:

3+ years of desktop support experience

Certifications:

Microsoft Certified IT Professional (MCITP) preferred

Key Responsibilities:

Efficiently respond to, research, and troubleshoot IT-related inquiries via phone or electronic channels.
Utilize our division’s incident tracking application, following established procedures and protocols, and consulting with subject matter experts when needed.
Serve as a liaison between customers and internal support teams, ensuring accurate communication and resolution updates.
Thoroughly document all interactions, including initial requests, follow-ups, and resolutions, in ITSM.
Redirect customer requests to the appropriate resources as necessary.
Maintain a solid understanding of ITIL incident tracking applications, related processes, and policies.
Stay updated with system product changes and updates to provide current and effective support.
Escalate customer requests following departmental guidelines and protocols.
Demonstrate adaptability and resilience in a dynamic work environment.
Adhere to departmental and organizational policies and procedures.
Possess excellent written and verbal communication skills.
Collaborate effectively with associates and IT personnel across all organizational levels.
Excel in a fast-paced healthcare environment.
Conduct trend analysis and initiate escalations as required.
Diagnose and resolve issues across various platforms and technologies, including:
- Microsoft Windows (Profile Troubleshooting)
- Active Directory (Account Management)
- Microsoft Office 365
- Citrix
- Cisco Call Manager (Voicemail, Phone Profile, Softphone Configuration)
- Mobile Device Management (Imprivata, Outlook Mobile, Epic Rover, Jabber Client)

Don’t miss this opportunity to contribute to the success of Spartanburg Regional Healthcare System. Apply today and embark on a fulfilling career path with us!

Additional Information

Spartanburg Regional Healthcare System (SRHS) offers a full spectrum of services through six hospital campuses: Spartanburg Medical Center, Spartanburg Medical Center — Mary Black Campus, Pelham Medical Center, Cherokee Medical Center, Spartanburg Hospital for Restorative Care and Union Medical Center. SRHS also includes Ellen Sagar Nursing Center and Woodruff Manor. SRHS provides unparalleled cancer care through Gibbs Cancer Center & Research Institute, with locations in Spartanburg, Greer, Union and Gaffney. The multidisciplinary Medical Group of the Carolinas has more than 600 physicians across Upstate South Carolina and western North Carolina. SRHS employs more than 9,000 associates and offers outpatient surgery centers and a Level I Trauma Center.

Founded on Aug. 29, 1921, as Spartanburg General Hospital, Spartanburg Regional celebrates over 100 years of excellence.