Description
Summary of Position:
The PC Support Specialist is responsible for installation, support and repair of personal computers, printers, software, pc-related peripheral devices. Responds to user requests for assistance in a timely manner. Completes problem reporting and tracking, project tracking, database establishment, and maintenance and status reporting within the department. Completes maintenance of the Help Desk issues database. Provides follow-up to users and the IS staff. Provides on-call support on a scheduled basis. Functions as backup and support for the Security Admin, Network Administrator and Systems Administrator.
Qualifications
Education:
● High School Diploma or GED required
● Associates degree preferred
Experience:
● Minimum two years' experience in Information Systems or IT education equivalent
● Hospital or other health care environment experience preferred
Knowledge/Skills/Abilities:
● Demonstrated knowledge of virtual desktops, PCs, mobile devices, PC software, mobile apps, peripherals, servers and client PC connectivity (ethernet, TCP/IP and VPN)
● Google Collaboration Apps, VMWare, IOS and OS X knowledge a plus
● Experience with personal computer configuration, diagnosis and repair
● Customer-oriented and cool-tempered
● Familiarity with data communications
● Ability to organize and handle multiple priorities
● In compliance with patient safety standards, must be able to effectively communicate in English; bilingual abilities preferred
Certifications/Licensure:
● A+, Network+, or other similar industry-recognized certification is preferred
● ITIL Foundations certification preferred
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
● While performing the duties of this job, the employee is frequently required to walk, stand, sit, and talk or hear.
● The employee is occasionally required to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.
● The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
● Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
● The employee must occasionally lift and/or move up to 25 pounds.
Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
● Normal office environment. The noise level in the work environment is usually quiet to moderate while in the office.
● Occasional travel to various health system locations.
Essential Functions
1. Provide consistently exceptional care at all times.
2. Serve as the first point of contact for customers seeking technical assistance or services over the phone or email.
3. Perform remote troubleshooting through diagnostic techniques and pertinent questions.
4. Determine the best solution based on the issue and details provided by customers.
5. Schedule an on-site visit with the customer if needed to resolve the issue or provision the service.
6. Direct unresolved issues to the next level of support personnel.
7. Provide accurate information on IT products or services.
8. Record issues and requests and their resolution and fulfillment in the logs.
9. Pass on any feedback or suggestions by customers to the appropriate internal team
10. Identify and suggest possible improvements on procedures.
11. Create accounts and configure hardware as part of the onboarding process.
12. Manage and monitor internal assets to ensure accurate inventory records.
13. Contribute to the effective implementation of organizational projects.
14. Provide on-call support on a scheduled basis.
15. Respond to the needs of the department by performing other duties, as necessary.
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