Technical Support Specialist II - FT - Days - BV IT Services

DHR Health - US:TX:Brownsville - Days

Summary:

POSITION SUMMARY:

The Tier II Technical Support Specialist supports technologies that center on the desktop presentation to users as well as infrastructure components that support the desktop environment. Under limited supervision, resolves technology issues, interfaces with vendors for product information and support, and works with end users to ensure high satisfaction levels and reliability of our systems.

POSITION EDUCATION/ QUALIFICATIONS­ :

· Must possess advanced knowledge and minimum of two (2) years’ experience supporting and troubleshooting highly complex computer and data network systems .

· High school diploma

· 2-4 years of practical experience in an enterprise environment.

· Must be able to routinely lift up to 50 lbs.

Preferred Qualifications:

· Associates degree in related technical discipline.

· CompTIA A , Network certifications a plus.

JOB KNOWLEDGE/EXPERIENCE­ :

· Strong software and hardware troubleshooting skills.

· Functional application with Active Directory: user rights, user administration and security.

· Functional application with Organizational Units management, groups and permissions.

· Functional application with Microsoft Exchange environments.

· Functional application with Microsoft Windows 7-10 Professional operating systems.

· Functional application with Microsoft Office Suite 2007- 365.

· Functional application with software deployment.

· Intermediate understanding of TCP/IP and OSI model.

· Intermediate understanding of VPN clients.

· Intermediate understanding of network terminology and concepts.

· Experienced with OS deployment.

· Experienced with Remote Desktop Protocol.

· Strong software and hardware troubleshooting skills.

· Excellent verbal, interpersonal and written communication skill.

· Possess advanced problem solving skills.

Responsibilities:

POSITION RESPONSIBILITES:

· Promote DHR’s mission, vision and values by effectively communicating them to others. Considers mission, vision and values in developing services, standards and practices.

· Must possess advanced knowledge and minimum of two years’ experience supporting and troubleshooting highly complex computer and data network systems .

· Provide a single point of contact for in-depth support of desktops, notebooks, mobile devices, and other hardware, including operating system setup and configuration, trouble shooting, remote access, and problem diagnosis.

· Utilize and maintain incident tracking software. Monitor and respond quickly and effectively to requests received through the IT Service Desk.

· Provide accurate and detailed documentation of problem, analysis and resolution actions performed during restoration process.

· Work with others in Information Technology to coordinate various IT functions so that solutions and knowledge are shared easily and promptly.

· Interface with vendors to expedite solutions to problems.

· Assists and trains junior technicians with complex problems.

· Must be able to adapt and support new and quickly-changing technologies.

· Ability to research solutions or information regarding technical issues.

· Participates in special projects as required.

· Scheduled after-hours support on rotation basis.

Other information:

LINES OF REPSONSIBILITES :

(Chain-of-command)

1. (Director)

CUSTOMER SERVICE:

Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C.A.R.E.S program which outlines the Customer Service Principals including: Commitment, Accountability, Respect, Excellence and Service.

AGE SPECIFIC :

Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her 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 his or her age.

AMERICANS WITH DISABILITIES ACT: (ADA) :

A. Essential Duties : Indicated by bold print within performance standards, preceding individual numbered criteria.

The following table provides physical requirements that will be associated with, but not limited to, this position:

· Light/moderate lifting up to 20 lbs, from the floor to shoulder height.

· Yes

· Kneeling

· Yes

· Must be able to assist other employees with lifting more than 20 lbs.

· Yes

· Walking

· Yes

· Light/moderate carrying up to 20 lbs.

· Yes

· Standing/Squatting

· Yes

· Straight pulling

· Yes

· Sitting

· Yes

· Pulling hand over hand

· Yes

· Pushing

· Yes

· Repeated bending

· Yes

· Stooping/Bending

· Yes

· Reaching above shoulder

· Yes

· Climbing Stairs

· Yes

· Simple grasping

· Yes

· Climbing Ladders

· No

· Dual simultaneous grasping

· Yes

· Depth Perceptions needed

· Yes

· Ability to see

· Yes

· Identify Colors

· Yes

· Operating office equipment

· Yes

· Twisting

· Yes

· Operating mechanical equipment

· Yes

· Crawling

· No

· 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

· OSHA Category

· III

·

·

B. Working Conditions: The individual spends over 95% of his/her time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes. The position does have low exposure to malodorous, infectious body fluids from patients and some minimal exposure to noxious smells from cleansing agents.

C. Occupational Exposure: This position has minimal to no exposure to blood, body fluids, or tissues and is an OSHA Category III (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Person who performs these duties are 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.

D. Aptitudes: HIGH 1 2 3 4 5 6 LOW

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 meanings of words and ideas associated with them, and to use them effectively. To comprehend language, to understand relationships between words, and to understand meanings of whole sentences and paragraphs. To present information or ideas clearly. 3

Numerical: Ability to perform arithmetic operations quickly and accurately. 2

Spatial: Ability to comprehend forms in space and understands relationships of plane and solid objects. Frequently described as the ability to “visualize” objects or two or three dimensions, or to think visually of geometric forms. 2

Form Perception: Ability to perceive pertinent details and objects or in pictorial or graphic material to make visual comparisons and discriminations and see slight differences in shapes and shadings of figures and widths and lengths of lines. 3

Clerical Perception: Ability to receive pertinent details and verbal or tabular material. To observe differences in copy, to proofread words and numbers, and to avoid perceptual errors in arithmetic computation. 2

Motor Coordination: Ability to coordinate eyes and hands to fingers rapidly and accurately in making precise movements with speed. Ability to make a movement response accurately and quickly. 3

Finger Dexterity: Ability to move hands easily and skillfully. To work with fingers in placing and turning motions. 3

Manual Dexterity: Ability to move hands easily and skillfully. To work with hands in placing and turning motions. 3

Eye-Hand-Foot Coordination: Ability to move the hand and foot coordinately with each other in accordance with visual stimuli. 3

Color Discrimination: Ability to perceive and respond to similarities or differences in colors, shapes, or other values of the same or different color. To identify a particular color, or to recognize harmonious or contrasting color combinations, or to match color adequately. 3

I have read and reviewed my job description with my supervisor or designee and I understand the job I am expected to perform.

If applicable ____________ certification will be completed within _________ time frame of hire/transfer date.

Employee Signature: ________________________________ Date: ____________________

Transfer/Hire Date Effective: ________________________.