GENERAL SUMMARY:
Responsible for providing computing support to Bryan Health physicians, employees, Community Connect partners, students, and vendors. Provides first level problem determination, incident recording, problem resolution, and escalation for IT supported products and services. This includes support for networks; PC and Macintosh desktops; desktop application software; online education software; peripheral devices; and other hardware. Responsibilities also include assisting with password resets, badge access issues, printer troubleshooting, EHR and RIS support triage, cyber threat actor triage, and virus detection and remediation as part of daily support operations
PRINCIPAL JOB FUNCTIONS:
- Commits to the mission, vision, beliefs and consistently demonstrates our core values.
- In accordance with established Information Technology (IT) standards, monitors Data Center functions, interfaces, environmental and systems.
- Resolves first-level computer support problems reported to IT Service Desk including providing initial problem resolution for all users with hardware, software and application problems; utilizing available tools and following procedures and policies for handling support cases as expertise permits; performing basic troubleshooting and escalating problems per appropriate IT procedures; and providing accurate and timely logging of problems
- Provide first-line technical assistance via phone, email, chat, or ticketing system
- Diagnose and resolve issues related to hardware, software, printers, mobile devices, network connectivity, and user accounts
- Guide users through step-by-step solutions
- Manage high call volumes while maintaining quality and accuracy
- Document interactions thoroughly in the ticketing system
- Maintains downtime logs. Performs assigned tasks on run schedules. Monitors daily backups
- Controls and documents physical and remote access to systems.
- Works with vendors and IT staff to resolve issues.
- Replaces computers, computer keyboards, mice, scanners; installs RAM.
- Troubleshoots Optiflex devices on patient care units.
- Courteously communicates concise problem information for external and internal service personnel for follow-up.
(Essential Job functions are marked with an asterisk “*”).
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of personal computers and software applications related to data, networking, software applications, hardware and customer equipment.
EDUCATION AND EXPERIENCE:
High School graduate or equivalent required. Associate’s degree or additional coursework in computer science or related field preferred.
PHYSICAL REQUIREMENTS:
(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)
(DOT)—Characterized as medium work requiring exertion of 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.
Location: Bryan Health · IT Service Desk
Schedule: Full-time, Day shift, 8-5
