Technical Support Specialist II - FT - Days - IT
Technical Support Specialist II
IS Service Desk Support
Reviewed by Senior Human Resources Business Partner:
Director of IS Service Desk Support
Approved by Vice President of Human Resources:
EMPLOYEE’S FULL NAME: ________________________
FLSA STATUS:☐ Exempt☒ Non-Exempt
Our mission is to improve the well-being of those we serve with a commitment to excellence: every patient, every encounter, every time.
Our vision is to create a world-class health system to advance medicine and increase access for the communities we serve by empowering caregivers to heal through compassion, knowledge, innovation, integrated care, and excellence.
The Technical Support Technician is responsible for supporting desktop and mobile device hardware and software to ensure end-users can accomplish their daily tasks. This position monitors the ticket queue and handles requests and incidents promptly based on priority. Support is provided in person or remotely. Candidates must have strong interpersonal skills and the capacity to analyze user problems/requirements and make the best recommendations to satisfy the end-users needs. Candidates must possess the ability to quickly determine the cause of an issue and use their best judgment to escalate issues to the appropriate team(s) for resolution. Support Technicians play a key role in building and maintaining customer relationships.
POSITION EDUCATION/ QUALIFICATIONS:
- High school diploma/G.E.D.
- Associates degree in a related technical discipline
- CompTIA A+, Network+ certification a plus
- 2+ years of recent computer troubleshooting experience in an enterprise environment
- Must possess advanced knowledge and a minimum of two (2) years’ experience supporting and troubleshooting highly complex computer and data network systems
- Solid experience in servicing desktop, laptop, phone, mobile device hardware, and printers
- Strong software and hardware troubleshooting skills
- Working knowledge of remote connectivity software such as RDP, Citrix, and VPN clients
- Experience with Active Directory: user rights, user administration, and security
- Experience with Organizational Units management, groups, and permissions
- Experience with Microsoft Exchange environments
- Experience working with and troubleshooting Microsoft Windows 7 and 10 Professional operating systems
- Experience working with and troubleshooting Microsoft Office Suite 2007- 365
- Experience working with software deployment
- Understanding of TCP/IP and O.S.I. model
- Understanding of networking terminology and concepts
- Experience with O.S. deployment
- Excellent verbal, interpersonal, and written communication skills
- Advanced problem-solving skills
- Willingness to work flexible shifts, including nights, weekends, and holidays
- While performing the duties of this job, employees are frequently required to sit, talk, and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus
- Ability to work independently or as part of a team
- Collaborate with teammates
- Demonstrate the ability to conduct themselves professionally while assisting all DHRHealth employees
- Promotes D.H.R.’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 a minimum of two years’ experience supporting and troubleshooting highly complex computer and data network systems
- Identify, diagnose, prioritize, and service requests and incidents
- Deliver, set up, and configure end-user desktop, laptop, and mobile computer hardware, software, and peripherals
- Utilize and maintain incident tracking software
- Monitor and respond quickly and effectively to requests received through the Service Desk
- Provide accurate and detailed documentation of incidents and problems, including the steps taken during the analysis and resolution/restoration process
- Work with others in Information Services to coordinate various I.T. functions so that solutions and knowledge are shared easily and promptly
- Assist in maintaining an inventory of all I.T. hardware and software assets
- Assist other Information Services groups during testing and troubleshooting events. Includes replacing cables or parts and working with vendors to ensure everything is working properly.
- Answer questions surrounding the installation, usage, and training on hardware and software products.
- Possess the ability to learn on the job, especially software applications that you may not be familiar with or use every day.
- Assist other members of the Information Services department with hardware/software/network technical assistance as needed
- Coordinate timely repair of computer equipment covered by the third-party vendor maintenance agreements
- Handle hardware moves which may require lifting, packing, and carrying computer equipment and peripherals
- Handle the disposal of the end of life equipment by following A.C.S. standard procedures
- Assists with the setup of A/V and video conferencing equipment for end-users
- Ability to shift between projects/tasks to keep up with the workload
- Assist and train junior technicians with complex problems as well as end-users as needed
- Participates in projects as required
- Work a scheduled on-call rotation after normal business hours and on weekends
- Experience with desktop encryption methods
- Experience with desktop images
- Experience with anti-virus technologies and troubleshooting
- Experience with iOS and Android, mobile operating systems
- Understanding of TCP/IP, DNS, DHCP, and VPN configurations
- Ability to effectively configure, support, and troubleshoot end-user settings for Microsoft Outlook users in an Exchange environment
- Other duties as assigned
LINES OF RESPONSIBILITIES:
- I.S. Tier III→2. I.S. Service Desk Manager→3. I.S. Service Desk Director
Provide excellent customer service to all D.H.R. customers. All employees are required to attend the D.H.R. C.A.R.E.S program, which outlines the Customer Service Principals, including Compassion, Accountability, Respect, Excellence through Knowledge and Safety & Social Conscience.
Employees must 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: (A.D.A.):
A.Essential Duties:Indicated by bold print within performance standards, preceding individually 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.
Must be able to assist other employees with lifting more than 20 lbs.
Light/moderate carrying up to 20 lbs.
Pulling hand over hand
Reaching above shoulder
Dual simultaneous grasping
Depth Perceptions needed
Ability to see
Operating office equipment
Operating mechanical equipment
Ability to read and write
Ability to Count
Ability to hear verbal communication without aid
Operating Personal Vehicle
Ability to comprehend written/verbal communication
Other: Ability to deal with stress
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 O.S.H.A. 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.
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 the 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 the relationships of a 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.
Transfer/Hire Date Effective: ________________________.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. DHR leadership reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.