Job Profile Summary

This role focuses on the design, development, and implementation of information technology (IT) solutions in order to meet the organization's needs through new and existing applications, systems architecture, network systems and applications infrastructure and the management of the IT infrastructure. In addition, this role focuses on performing the following Service Desk duties: Provides support to employee end users in areas of personal computers/servers/mainframe applications, data/voice network, and ERP systems including: Acquiring, installing, and upgrading PC components & software and planning for/responding to service outages, Diagnosing problem source through discussions with users and coordinating with internal organization support (Tier 2) to resolve problems, Providing real-time problem resolutions (Tier 1), problem identification, and training to facilitate knowledge transfer and prevent problem reoccurrence and knowledge transfer. Typically centralized but may have local representatives for physical support and some tier 1 support. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a "hands on" environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. An experienced level role that requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education. Works under moderate supervision, problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures, and communicates information that requires some explanation or interpretation.

Job Overview

This position provides end user support on a variety of hardware platforms and software applications including replacement of personal computers and printers. Tracks and monitors problems to ensure a timely resolution. Provides first level training for supported applications.

Job Description

Minimum Qualifications:

1. High school diploma or equivalent.

2. Two (2) years of experience in the IT Service Desk field.

3. Valid, state-issued driver's license and reliable transportation.

Preferred Qualifications:

1.Two (2) years of experience in the IT Service Desk field in a hospital/healthcare environment.

Duties and Responsibilities: The duties and responsibilities listedbelow are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1.Answers Service Desk calls in a courteous friendly and knowledgeable manner.

2.Retrieves calls from Voice Mail. Calls end-user to assist if assistance is needed. Creates task as appropriate.

3.Utilizes Remote Management software to remotely install software, setup printers and assist customers with problems.

4.Utilizing Task management software, track work orders and monitor problems to insure a timely resolution.

5.Utilizes Remote Management software to remotely assist end-user with HIS software application including but not limited to Meditech, MS Office, email (Outlook), and all other supported software applications.

6.When appropriate, visits customer to provide first level training including hands on support for supported software applications.

7.Identifiesresearches and resolves technical problems.

8.Provides passwords to end-user per I.S. Policy and Procedures.

9.Updates and maintains asset management database

10.Enters, edits, or deletes device(s) in the Meditech utilities menus.

11.Maintains Task system per Department Policy/Procedure.

12.Communicates issues and problems to peers, leadership as appropriate.

13.Reports all system issues and problems to leadership.

14.Troubleshoots computer hardware and software issues. Replaces computer hardware, terminals, printers etc.

15.Helps troubleshoot routines if user needs assistance.

16.Monitors the Caretaker and other system related logs for system problems and initiates corrective action if needed.

17.Provides training material, instruction sheets and pamphlets for the end user.

Physical Requirements:

1. Frequent sitting, occasional standing & walking, and lifting of 5-25 lbs.

2. Requires manual dexterity using fine hand manipulations.

3. Requires ability to see computer screen and reports.

Skills & Abilities:

1.Excellent Customer Service skills, good interpersonal and organizational skills.

2. Ability to work with detailed, confidential material, computer experience required.

3. Knowledge of Remote Access software including LANDesk, Meditech and MS Office Suite.