Computer Tech - Full Time

General Position Summary:

As a Computer Tech I, you will be responsible for providing technical assistance and support to our customers, resolving basic technical issues, and ensuring a smooth operation of computer systems. The ideal candidate should have a passion for technology, excellent problem-solving skills, and the ability to communicate effectively with customers to troubleshoot their technical concerns.       

Essential Functions / Major Responsibilities:

• Provide remote technical support to clients via phone, email, or chat, resolving basic hardware and software issues.
• Perform initial troubleshooting to identify and resolve technical problems efficiently and effectively.
• Install, configure, and update software and operating systems for customers as needed.
• Collaborate with senior technical staff for more complex issues and escalate problems when necessary.
• Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system.
• Ensure all service level agreements (SLAs) are met and strive to exceed customer expectations.
• Customer service needs to be at the center of any and all job duties. This role provides helpful information, answers questions, and responds to complaints from our customers (i.e. end users)
• Assigns Help Desk tickets to the appropriate technicians depending on level of expertise required.
• Takes live calls to the Help Desk call queue, documents issue severity in detail, and utilizes standardized solutions to resolve issues.
• Strives to resolve tickets on the initial call for assistance from the end user. (First Call Resolution)
• Installs, troubleshoots, configures, and maintains hardware/firmware, telecom/collaboration systems, operating systems, applications, and network resources to support end user productivity and ensure high availability of information resources.
• Manage adds, moves, changes for equipment, users, securities, etc.
• Displays proper etiquette and mannerisms that reflect the SHINE Behavior Guidelines.
• Promotes the Patient Safety Standards as a core value of the organization.
• Prioritizes what tickets should be handled first on busy days.

Secondary Functions:

• During gaps between help desk phone calls proactively work on Unassigned Help Desk tickets and complete or do further information gathering and escalation if needed.
• Provides end users with education materials and/or solutions to drive end user self-sufficiency.
• Participates in departmental and hospitalwide informational meetings and inservices, including staff meetings, hospitalwide forums, and seminars.
• Reviews department and hospitalwide policies and procedures annually.
• All other duties as assigned.

Job Scope:

This job involves:

• Frequent new and varied work situations.
• A high degree of complexity.
• Typical operation from established and well-known procedures. Contributes to the development of new services, programs, or processes.
• Performance of duties under moderate supervision.

Interpersonal Contacts:

Contacts:

• Are normally made with others both inside and outside the hospital.
• Are usually made with own department as well as other departments or locations.
• Frequently contain confidential/sensitive information necessitating discretion at all times.
• Are made via telephone, e-mail, and meeting software.
• Are usually with staff members, with some physician and visitor contact.

Specific Job Skills & Mental Activities:

This position requires operational knowledge of all equipment and systems used within or managed by the office of the Chief Information Officer; including but not limited to:

• Windows Desktop Operating Systems such as Windows 10.
• Active Directory / LDAP / SAML
• Basic networking proficiency in TCP/IP, wireless 802.x protocols, firewall, switches, VPN.
• Hospital applications including Electronic Medical Record and Financial Systems.
• Virtual Desktop environment used by end users.

This employee must be service oriented and have excellent computer skills, problem-solving skills, customer service skills, organizational skills, multitasking skills, professional interpersonal skills, time management skills, the ability to prioritize work, and telephone etiquette. This employee must be able to correctly and calmly explain situations to varying skill levels and vocational backgrounds. Must be able to read, write, speak, and understand English.

Education and/or Experience:

• High School diploma or equivalent (required).
• Associates Degree (Preferred)
• Advanced customer service skills (required).
• Two years related experience (required).

Physical Demands & Job Conditions:

Medium

Exert up to 50 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and/or up to 10 lbs. of force constantly to move objects. Worker is exposed to extensive computer work.

Physical motions include finger dexterity, standing, walking, talking, reaching, feeling, sitting, bending, grasping, listening/hearing, handling, lifting up to 30 pounds, and repetitive motions of the hands, wrists, and feet.

This is a safety sensitive position.

OSHA Exposure Category:

OSHA Exposure Category 3

Involves no regular exposure to blood, body fluids, or tissues, and tasks that involve exposure to blood, body fluids, or tissues and are not a condition of employment.