Let me introduce you to Medicus IT, where we're not just an MSP (Managed Service Provider) - we're dedicated to healthcare. Our passion stems from the direct impact our work has on everyone's lives. Ever experienced frustration at a doctor's office because their systems were slow, delaying critical care? That's where we step in. We ensure patients receive the care they deserve by providing top-notch IT support to doctors, care centers, and health groups. As a Level One IT Support Specialist at Medicus IT, you'll serve as the initial point of contact for triaging and resolving incoming client or system-generated requests. Join us in making a real difference in healthcare while delivering world-class client experiences daily. Role and Responsibilities: * Deliver an excellent customer experience in all interactions * Troubleshoot and resolve basic desktop, software, network and server issues following published escalation guidelines to ensure issues are resolved in a timely manner * Assist clients with the installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment and software * Follow standard escalation process, involving senior resources in a timely manner where required * Responsible for creating and maintaining high quality, detailed documentation * Work with vendor representatives to resolve software and hardware issues * Install software, patches and updates on desktops, laptops and servers * Perform complex virus detection and removal * Notifies Client Success Managers when outdated equipment causes repeated issues * Resolve backup issues and perform restore testing * Review security parameters with clients and make recommendations on changes according to Medicus IT's standards and processes * Actively assist Level Twos and Level Threes on projects (i.e. system migrations, virtual server configurations with high availability, server and firewall installations, VPN tunnel configuration, SAN setups, etc.) * Configure and install firewalls, switches and other network equipment to best practice standards - must have 6 months experience minimum as a Level One at MIT before configuring network gear without supervision * Take part in after hours On Call rotation as needed - must have a minimum of 6 months experience at MIT and have supervisor approval before joining rotation. * Perform on-site technical and customer service support, to include: * Emergency/unscheduled repairs of clients' on-site technical systems and equipment * Performs scheduled maintenance and repairs of clients' technical systems and equipment * Network switch and server room cable management * Works with senior resources to diagnose, troubleshoot, repair, and debug complex technical and computer systems, and software * Follows standard procedures to isolate and fix problems in malfunctioning equipment or software. * Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation * Report design, reliability, and maintenance problems or bugs to appropriate technical support team * Address complex problems where analysis of data requires the evaluation of identifiable factors. * Exercise judgement within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results * Exhibit adaptability willingness to alter shifts and job requirements to meet client and MIT needs * Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in MIT policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements * Maintain tools and equipment properly and ensures that they are all in good working order * Participate in all on-going product, equipment, technical and business-related training to maintain necessary certifications, skills, and professional knowledge * Follow Medicus IT's defined processes, policies, service delivery standards * All other duties assigned Qualifications and Education Requirements: * Associate's degree in technology related field OR equivalent combination of education and work experience * 2+ years of experience in supporting Microsoft Environments * Preferred certifications: Network +, Security + * Hands-on experience with Windows 2016/2012/2008 servers, Active Directory, Backup Technologies, Internet/DNS/E-mail/Communication issues * Knowledge of VMWare, Citrix, VPN and Terminal Services * Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software * MSP specific experience strongly desired * Excellent problem solving and client relationship skills * Excellent verbal and written communication skills * Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations. * Alignment with Medicus IT's core values of Doing the Right Thing, Taking Ownership and Delivering Results, Cultivating Positivity and Encouraging Improvement and Innovation