Job Details

POSITION SUMMARY

Under general supervision, coordinates support, troubleshooting and ticket resolution for desktop computing, end user device(s) and customer service requests for Information Services (IS) at Sky Lakes Medical Center (SLMC). The support includes installing, diagnosing, repairing, maintaining, and upgrading computer, network, applications and telecommunications hardware, software and equipment to ensure optimal customer satisfaction and workstation/ system performance. The service troubleshooting, communication and resolution (in person, by telephone, or via e-mail) occur in a timely and accurate manner. In addition, the technician will appropriately escalate service resolution as appropriate by working collaboratively with the multiple IS teams. Assists in projects as designated by members of the IS Team. Takes call as needed.

QUALIFICATIONS

Required: Associates Degree in Computer Science and/or MCSE certification or equivalent level of training/experience; Excellent written and verbal communications skills; Outstanding Customer Service focused person; Technical knowledge of Personal Computers, Networks and PC Software; Working technical knowledge of current protocols, operating systems, and standards, including Active Directory, Microsoft products, etc.; Ability to conduct research into PC, Network issues and products.

Preferred: Bachelor's Degree in Computer Science field; Experience with printers and other computer systems peripherals, including Telecommunications.

TYPICAL PHYSICAL/MENTAL DEMANDS

TROUBLESHOOTING OF HARDWARE/SOFTWARE ISSUES: Requires bending, squatting, crawling, climbing, reaching and the ability to lift, carry, push or pull weights. Medium physical demands capability required. Ability to lift thirty pounds. Able to work in remote locations in the facilities. Able to work within time constraints; high stress situations and multiple tasks; ability to maintain professional communication, appearance and attitude being courteous to co-workers, leadership and patient/families. Participate in and promotes teamwork. Takes call as needed.

ESSENTIAL JOB FUNCTIONS

• END-USER SUPPORT - In supporting the customer support representatives and functioning as the initial contact person(s), logs and gives initial and ongoing support for front-line customers. Must be service oriented, competent, professional, patient, and "user-friendly" in dealing with the customer base. Ability to maintain a professional demeanor when dealing with upset, frustrated customers - both during and after customer interactions.
• INITIAL HARDWARE / SOFTWARE INSTALLATIONS. Installs, configures, tests, maintains, monitors, and troubleshoots end user workstation hardware, software, networked peripheral devices, cabling, printing and networking hardware and software products.
• PC HARDWARE / TELECOMMUNICATIONS SUPPORT. Performs on-site analysis, diagnosis, and resolution of desktop problems for end-users, and recommends and implements corrective solutions, including off-site repair for remote users as needed. Completes the ticket process with customers, opening, real time communication, ticket closure and appropriate follow-up to exceed customer satisfaction.
• Ensures that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
• APPLICATIONS EXPERTISE - General knowledge of various applications. Specific knowledge of applications as needed. An ability to provide guidance for end users on Epic and directing out of expertise questions to the proper team member.
• Maintains working knowledge of current protocols, operating systems, and standards; including Active Directory and the effects of migrating to Active Directory and network awareness.
• In collaboration with the Network management staff, maintains all network hardware and equipment, including routers, switches, hubs, and UPSs as needed.
• Demonstrates ability to research problem resolution by consulting external knowledge sources, staying current in the technical literature, and maintaining internal and external references.
• Recommends and executes modifications to Windows systems in order to improve efficiency, reliability, and performance.

MARGINAL JOB FUNCTIONS

• Performs other duties as assigned.

Equal Opportunity Employer
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