Desktop Support Technician

Job Description

The IT Support Technician is responsible for installation, repair, maintenance and support of the end-device support resources of the organization including PCs and associated hardware, wired and wireless telephones and associated equipment, and audio\visual support. Additionally, the IT Support Technician is responsible for the first-call response and\or escalation of general IT issues as they are reported to the HIS helpdesk. Responsible for promoting teamwork with coworkers and personnel of other departments. Responsible for solving routine problems, dealing with a variety of issues and interpreting a variety of instructions furnished in written or oral form. Demonstrate knowledge and judgment necessary for performing all the duties of the IT Support Technician. The primary quality measure of the IT Support Technician is customer service. To facilitate a high level of quality in this area, the IT Support Technician will communicate effectively verbally and via written forms, and will consistently act in a manner consistent with delivering excellent customer service. Technician will also demonstrate and maintain industry-specific knowledge and judgment associated with the specific area of expertise.

SHIFT AND SCHEDULE 

Full Time 8:00 AM - 5:00 PM 

ESSENTIAL FUNCTIONS/PERFORMANCE EXPECTATIONS

• Evaluates IT related service requests and notifies requester of expected completion date for all service requests received. Documents this notification within 2 days of receipt of request.
• Completes assigned service requests by original completion date as assigned at time of receipt. Documents work and outcome in Track-It database.
• Process requests for new hardware and software as appropriate to position, or escalates request to appropriate HIS team.
• Performs and maintains a maintenance and repair program for hospital technology hardware in other departments as assigned by management.
• Provide documented ongoing hardware and software technical support for end users with day to day operating problems, associated with assigned areas of support.
• Provide informal and formal training for supported system users. Software applications training will be for selected applications as determined by management.
• Act as an enforcing and policing agent for hospital policies related to hardware and software.
• Acts as an in-house consultant for users of supported hardware and software.
• Provide systems management for the devices attached to the hospital network, as assigned.
• Assure departmental security remains in effect while on duty. This includes assuring that the main computer room is locked at all times, the general entrance to the department is locked when the department is unattended and all terminals are logged off while the department is unattended.
• Maintains a working knowledge of current trends and developments in the industry as it relates to IT equipment and peripherals. Disseminate relevant information on new hardware and software technologies to appropriate personnel.
• Develop and maintain inventory and associated documentation of all PC equipment, peripherals, telecom equipment, AV equipment, etc. as assigned.
• Develop and maintain adequate configuration documentation to ensure rapid deployment or replacement of existing technology components to ensure business continuity, e.g. PCs and telephones for quick turn-arounds in critical areas. Work to ensure excellent security of all technology assets in accordance with hospital policies and procedures, including those defined by HIPAA and other industry standards.
• Research and recommend new technologies to facilitate the performance of the hospital’s business objectives.
• Ensure that all IT equipment meets hospital and industry standards.
• Undertake routine preventative measures to implement, maintain, and monitor security and performance.
• Provide input to projects, training or information to individuals on tasks and projects which include a technology component.
• Analyze and resolve faults, including those of both major and minor impact to the network, utilizing the tools and documentation standards defined by HIS departmental policies and procedures.
• Work with other departments, including those within and outside the HIS department, in fulfillment of hospital tasks and projects.
• Monitor the use, by hospital employees, of network resources to ensure compliance of hospital standard use policies.

Daily Operations:

• Resolve assigned support and service requests in a timely, effective, and courteous manner; utilizing tools and documentation as defined by HIS policy.
• Perform maintenance activities in pursuit of all general responsibilities specific to position.
• Participate in assigned meetings, committees, etc. in accordance with assigned responsibilities.
• Participate in projects at a level in accordance with respective job responsibilities.
• Contribute to the departmental knowledge base, in order to improve documentation of existing systems and problem resolutions.
• Coordinate productively with other hospital employees, including those within and outside the HIS department.
• Provide routine updates on ongoing tasks and projects to stakeholders, in accordance with HIS policies and procedures.
• Identify, research, and work to implement on areas of improvement within the areas of expertise.
• Provide excellent customer service to all stakeholders who rely on service from the HIS department.
• Maintain excellent industry knowledge respective to the area of expertise. Responsibilities Specific to IT Support Technician I
• Complete tasks in a timely and effective manner as assigned.
• Act as general support for assigned technologies
• Participate as a subject matter expert in assigned projects. Cultivate specialist-level knowledge in one or more technology areas, as assigned by management.

EDUCATION AND EXPERIENCE

• High-school diploma or GED required
• Industry specific training and/certification desired
• 2-4 years of experience as technical support required and 4-10 years of experience preferred. 
• Demonstrated customer service and communication skills required

PHYSICAL REQUIREMENTS

The individual must be able to:

• Stand, walk, sit, stoop, reach, lift, see, speak and hear. Lifting is limited to 35 lbs. for clinical staff and to 50 lbs. for non-clinical staff. The individual must use an assisted-lift device or get another individual(s) to assist with the lift that is over these maximum limits.