Overview

Superior 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

Responsibilities

Essential 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.

Qualifications

Qualifications / 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