Job Description:

IS Technical Support Specialist I I

Our v ision is to create a world-class health system to advance medicine and increase access for the communities we serve by empowering caregivers to heal through compassion, knowledge, innovation, integrated care , and excellence. The Technical Support Technician is responsible for supporting desktop and mobile device hardware and s oftware to ensure end-users can accomplish their daily tasks. This position monitor s the ticket queue and handle s requests and incidents promptly based on priority. Support is provided in person or remotely. Candidates must have strong interpersonal skills and the capacity to analyze user problems/ requirements and make the best recommendations to satisfy the end-users needs . Candidates must possess the ability to quickly dete rmine the cause of an issue and use their best judgment to escalate issue s to the appropriate team (s) for resolution. Support Technicians play a key role in building and maintaining customer relationships. POSITION EDUCATION/ QUALIFICATIONS : JOB KNOWLEDGE/EXPERIENCE : * Two (2) years of recent computer support and troubleshooting experien ce in an enterprise environment

* Excellent verbal, interpersonal , and written communication skill s . Comfortable communicating via phone, email , instant messaging, and in - person with peers, management, physicians, end - users , and vendors

* Must be able to demonstrate analytical skills with strong problem-solving ability

* Must be able to demonstrate software and hardware troubleshooting skills

* Solid experience in servicing desktop, laptop, phone, mobile device hardware, and printers

* Working knowledge of remote connectivity software such as R . D . P . , Citrix, and V . P . N . clients

Experience with Active Directory: user rights, user administration , and security Experience with Active Directory : organizational u nits, groups , and permissions Experience working with and troubleshooting Microsoft Windows 7 and 10 Professional operating systems Experience working with and troubleshooting M icrosoft Office Suite Experience working with software and O.S. deployment Excellent verbal, interpersonal , and written communication skills A dvanced problem -solving skills While performing the duties of this job, employee s are frequently required to sit, talk , and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus Ability to work independently or as part of a team Demonstrate the ability to conduct themselves professionally while assisting all DHRHealth employees Must possess advanced knowledge and a minimum of two years of experience supporting and troubleshooting highly complex computer and data network systems Work with others in Information Services to coordinate various I .T. functions so that solutions and knowledge are shared easily and promptly Possess the ability to learn on the job, e specially software applications that you may not be familiar with or use every day. Ability to shift between project s/tasks to keep up with the workload * Promotes D .H.R. ' s mission, vision , and values by effectively communicating them to others. Considers mission, vision , and values in developing services, standards , and practices

* Identify, diagnose, prioritize, and service requests and incidents

* Deliver , set up, and configure end-user desktop, laptop , and mobile computer hardware, software, and peripherals

* Utilize ticket tracking software

* Monitor and respond quickly and effectively t o requests received through the Service Desk

* Provide accurate and detailed documentation of incidents and problems , including the steps taken during the analysis and resolution /restoration process

* Assist in maintaining an inventory of all I .T. hardware and software assets

* Assist other Information Services groups during testing and troubleshooting events . I ncludes replacing cables or parts and working with vendors to ensure everything is working properly.

* Answer questions surrounding the installation, usage, and training of hardware and software products.

* Assist other members of the Information Services d epartment with hardware/software/network technical assistance as needed

* Coordinate timely repair of computer equipment covered by the third-party vendor maintenance agreements

* Handle hardware moves that may require lift ing, packing, and carrying c omputer equipment and peripherals

* Handle the disposal of the end of life equipment by following A .C.S. standard procedures

* Assists with the setup of A . V . and video conferencing equipment for end-users

* Assist and train junior technicians with complex problems as well as end - users as needed

* Participates in projects as required

* W ork a scheduled on - call rotation after normal business hours and on weekends

* Experience with desktop encryption methods

* Experience with desktop images

* Experience with anti-virus technologies and troubleshooting

* Experience with i OS and Android, mobile operating systems

* U nderstanding of T . C . P . /I . P . , D . N . S . , D . H . C . P . , and V . P . N . configurations

* Ability to effectively configure, support, and troubleshoot end-user settings for Microsoft Outlook users in an Exchange environment

* Other duties as assigned

Provide excellent customer service to all D .H.R. customers. All employees must attend the D .H.R. C.A.R.E.S program , which outlines the Customer Service Principals , including Compassion, Accountability, Respect, Excellence through Knowledge and Safety & Social Conscience. Employees must demonstrate the knowledge and skills necessary to provide care appropriate to the patients' age in thei r assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient ' s status and interpret the appropriate information needed to identify each patient ' s requirement relative to thei r age. A. Essential Duties : Indicated by bold print within performance standards, preceding individual ly numbered criteria. The following table provides physical requirements that will be associated with, but not limited to, this position: Ability to see

Yes

Identify Colors

Yes

Ability to read and write

Yes

Ability to Count

Yes

Ability to hear verbal communication without aid

Yes

Operating Personal Vehicle

Yes

Ability to comprehend written/verbal communication

Yes

Other: Ability to deal with stress

Yes

C. Occupational Exposure : This position has minimal to no exposure to blood, body fluids, or tissues and is an O .S.H.A. Category III (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). The p erson who performs these duties is not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way. Intelligence: General learning ability: The ability to " catch on " or understand instructions and underlying principles. Ability to reason and make judgments. 3 Verbal: Ability to understand the meanings of words and ideas associated with them and use them effectively. To comprehend language, understand relationships between words, and understand the meanings of whole sentences and paragraphs. To presen t information or ideas clearly. 3 Numerical: Ability to perform arithmetic ope rations quickly and accurately. 2 Spatial: Ability to comprehend forms in space and