What are the responsibilities and job description for the Support Engineer position at The Providence Community Health Centers, Inc.?
The Support Engineer will provide technical computer and phone related support to PCHC End Users. The Support Engineer will utilize the PCHC Help Desk software to enter, track, and complete the lifecycle of the support ticket issued to PCHC end users in resolving issues. The Support Engineer will be responsible for installing, trouble-shooting, maintaining and supporting computer, telephone and other communications equipment.
This person should possess a good knowledge of the Microsoft Windows environment in both the client and server operating systems.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Providing remote and onsite support for all computer and telephone related issues to PCHC end users utilizing the PCHC Helpdesk ticketing system.
2. Coordinating the escalation and resolution of all end user help desk requests.
3. Install, program, test, and maintain all computer and telecommunications systems.
4. Create, and maintain documentation of systems and networks as needed.
5. Submit and track tickets for upgrades and problems from phone vendor.
6. Performs periodic maintenance routines that ensure functionality and reliability of
computer and phone systems.
7. Maintaining software and computer hardware inventories.
8. Maintain knowledge of current advancements in technology as it relates to computers and
networking.
9. Coordinate and deliver communications with vendors of PCHC pertaining to repair and
maintenance of systems.
10. Promotes/demonstrates exceptional customer service skills and functions as a liaison to
staff to promote “best practices in the area of IT customer service.” Ability to utilize
responsive customer service skills, at times, defusing difficult situations and promoting
staff positive outcome.
11. Support the Organization’s mission, vision and values as it relates to Customer
Satisfaction in all interactions with patients, visitors, providers and staff with an
understanding and sensitivity to age, spiritual and cultural diversity.
12. Demonstrates professional conduct by appropriate communications, respect and
courtesy to individuals.
13. Reports to supervisor any deviation in accepted practices and/or behavior that may result
in compromised department work product. Reports incidents and hazards.
14. Maintain patient confidentiality at all levels of interaction; maintains and enforces
HIPAA. The individual will maintain patient confidentiality and a strong code of ethics
at all levels of interaction.
QUALIFICATIONS - Education/Experience
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
BS in IS or 2-3 years of directly related experience required.
Two plus years experience supporting Microsoft Office helpful.
Formal training in fundamental MIS concepts required.
Working knowledge of PCs, modems, printers and networks required.
Excellent Customer service skills required.
Ability to work independently under limited supervision.
Follow through on assigned tasks and projects.
Knowledge of cabling standards and ability to maintain cabling records helpful.
Ability to work under and respond when situations are urgent.
Access to reliable transportation to service Health Centers.
