This position provides IT support as defined in this job description for the following L+M entities: a) L+M Hospital; b) Westerly Hospital; c)L+M Medical Group; d)Associated Specialists of Southeastern Connecticut; e)Sound Medical Associates, LLC.
This position communicates with customers regarding the status of their work orders and assists with the timely resolution of problems escalated to this level (Level 2). Technicians are also expected to work on projects assigned to them by the Director of Information Technoloty or the VDI Administrator/PC Tech Coordinator.
This position requires being in on call coverage rotation as defined by the Director of Information Technology.
MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES
Consistently demonstrates knowledge, skills and efficiency in areas of IT support:
Imaging, configuring, deploying and troubleshooting new and replacement computers
Diagnoses problems as hardware, application, server or network based
Hardware repair for desktops, laptops, tablets, and other types of computers and peripherals including, but not limited to, zero clients, thin clients, iPads, printers, handhelds, document scanners and cameras
Microsoft Windows XP and Windows 7 (and future operating systems used by L+M) configuration and troubleshooting
Windows-based software troubleshooting, including but not limited to MS Office, as well as business specific applications (Clinical EMR) used throughout the hospital
Network troubleshooting, including wired and wireless devices
Assist with A/V, teleconferencing and telecommunications setup/troubleshooting as needed
Inventory Control and Asset Management
Notifies supervisor when equipment is not up to standards and makes recommendations for upgrade or replacement
Follows established procedures for asset tagging and documentation of issuance and return of equipment, as well as equipment relocation and end-user re-assignment
Follows established procedures for imaging equipment which includes, but is not limited to, installation of appropriate software (including correct version) and application of necessary upgrades to both OS and application software prior to deployment
Consistently demonstrate daily operational contributions by
Ensuring follow up with customers to ensure their expectations were met
Working the ticket queue in a professional manner by taking assignments on a first in first out order
As appropriate, engage members of network, server, database and application teams to resolve customer problems or requests
Follows procedures according to established documentation
Asks for assistance when additional knowledge or skill is needed
Utilizes critical thinking skills, prioritizes incoming work orders and efficiently assesses situations for appropriate response; seek clarification if work assignment is not clear
Provides additional IT Support Center phone coverage on an as-needed or scheduled basis
Mentors IT Support Center Representatives to broaden their skill-set and help prepare them for career advancement
Meets performance expectations for Customer Service, Teamwork, Resource Utilization, and Staff and Self Development as outlined in performance review.
Performs other duties as assigned or directed to ensure smooth operation of the department/unit.
DEPARTMENT SPECIFIC RESPONSIBILITIES
Adheres to IS department behavioral expectations
Demonstrates responsiveness, dedication and professionalism during downtimes and emergency situations
High school degree or equivalent is required; an Associate Degree with a concentration in a technical discipline is preferred. Bachelor’s degree preferred.
1-2 years’ experience in an IT Support Center or similar environment is required
Experience supporting mobile devices is preferred
A+ Certification required
Pass the MCSA (Win7) Exam 680 within two (2) months of employment, unless evidence of previous certification is provided
Pass the MCSA (Win7) Exam 685 within four (4) months of employment, unless evidence of previous certification is provided
Pass the Network+ Certification Exam N10-005 within six (6) months of employment, unless evidence of previous certification is provided
HDI Support Center Technician Certification preferred
L+M will pay for the training materials and will reimburse the employee for the cost of the certification exams upon receipt of passing and/or attaining the certification
Must travel to all offsite locations to perform job responsibilities. Must have valid driver’s license and have own transportation.
Ability to work independently and be self-motivated with strong attention to detail
Strong written, verbal and presentation skills
Ability to use logic to rationalize workflow efficiency
Strong sense of value of customer service and a drive for exceptional results
Ability to multi-task while simultaneously addressing complex situations and events with professionalism and efficiency
Able to establish rapport, instill and maintain confidence with the customer to fully resolve their technical issue
Highly adaptable with an ability to adjust to changing and evolving priorities
Ability to communicate effectively with others and build trust and credibility
Strong planning and organizational skills with the ability to prioritize and self-manage
Ability to diffuse callers who may be frustrated or are facing time-sensitive situations
Be technically proficient, exhibit strong analytical skills and take a logical approach to problem-solving and troubleshooting
Ability to learn and apply new technologies and services
Providing in-person support using appropriate levels of tact, skill and diplomacy to deliver difficult messages and information while maintaining credibility and ensuring customer satisfaction