Staff Position Description
Position Title: Support Technician II Position Code: TechSup2-8135
Department: Information Systems Safety Sensitive: YES
Reports to: Chief Information Officer/Manager Exempt Status: NO
Position Purpose:
All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI’s vision of providing the region’s best clinical care and patient service through an environment that fosters respect for others and pride in performance.
The Support Technician II is responsible for enterprise-wide, remote and on-site, technical support for hospital computer systems, peripherals and the resolution of end-user service/support requests. A core component is the proactive maintenance of end-user devices, PC imaging and hardware deployment to a high standard of quality. The Support Technician II will possess the skills and experience necessary to deep dive beyond the basic desktop to investigate, understand and resolve or escalate complex performance issues (including more advance network connectivity issues, application conflicts and hardware/peripheral issues.
Key Responsibilities [List of material responsibilities and essentials duties which must be completed in achieving the objectives of the position]
- Requires the ability to work a high degree of autonomy to prioritize, track, document and resolve service requests.
- Responds to service/supports request from all offices within the KRMC enterprise (main campus, East campus and community practices). Reliable transportation is required.
- May be required to join a project team in addition to normal duties.
- In this capacity, they will work as part of a multidiscipline team to complete enterprise level projects. Support Technicians are required to maintain current knowledge of new and emerging technology and processes that are within their scope of duties.
- Resolves user service requests in a timely manner, with appropriate communication and follow-up provided to the user.
- Escalates service requests to higher level support if the resolution is beyond current skills and/or scope.
- Assist in the deployment/ installation of new applications and enhancements to existing applications as defined by project plans.
- Maintains department documentation regarding service requests and resolutions.
- Ensures compatibility and interoperability of computing systems and peripherals.
- Proactively reviews existing systems and repair/replace as needed.
- Provides proactive orientation to end users for all modified and new systems deployed.
- Maintains system security and integrity through enterprise antivirus maintenance.
- Escalates issues as warranted.
- Assists IS teammates in resolving system wide issues.
- Displays exemplary customer service with an emphasis on patients, understanding, and keeping a positive attitude.
- Ensures work is performed in a neat and well organized manner.
- Addresses safety issues on sight.
Customer Service
- Provides excellent customer service as reported by IS customers.
- Adheres to the Behavioral Expectations Agreement.
Quality of Work
- Works with the user community in satisfying their needs.
- Effectively manages work orders and/or project assignments.
- Meets project deadlines 90% of the time.
- Encourages the user community to actively participate in developing requirements, testing, and acceptance of the system.
- Effectively consults with other IS staff to determine database requirements, equipment compatibility, and operating objectives.
- Resolves problem situations expeditiously.
Quantity of Work
- Demonstrates a consistent level of performance while striving to maintain a steady level of productivity.
- Consistently demonstrates the ability to adapt to changes in the work load.
- Regularly accepts additional work and always is willing to adapt to changing priorities.
Job Knowledge
- Demonstrates knowledge of departmental development and documentation standards.
- Demonstrates an interest in professional development through participation in education workshops or through reading technical documentation or journals.
- Demonstrates a good knowledge of the user and technology environments.
- Always maintains awareness of current technology.
Relationship with Others
- Works at establishing a good rapport with users and IS staff.
- Keeps management informed of any deviations in work schedules and others involved.
- Interacts effectively with vendors in resolving issues arising from the use of system software and hardware.
- Communicates across groups within IS and across user communities to facilitate communications and rapport between all interested parties.
- Addresses patients, visitors, and co-workers in a pleasant and respectful manner.
- Demonstrates good verbal and written communication skills; documents and reports are clear and concise.
- Always works well with supervisors and those in authority and/or peer positions.
Initiative, Organization, and Time Utilization
- Consistently takes initiative to find and complete projects without being asked.
- Recognizes, prioritizes, and performs duties in a timely manner.
- Develops innovative solutions to system problems.
- Prepares daily work program for self, recognizes and performs duties although not directly assigned.
Judgment and Decision Making
- Seeks guidance and direction, as necessary, for the successful completion of job duties.
- Consistently demonstrates competence in the day to day scheduling of duties by completing all priority and related tasks on time with minimal supervision.
- Carefully tests and evaluates system changes prior to applying in a production environment.
- Takes preemptive action to avoid problems.
- Takes shared responsibility for Client Services Stats: 97% Exceeds / 93% Meets/ 90% Generally meets/ 89% Fails to meet Standard.
Other Behavioral Factors
- Accepts accountability for job performance.
- Always maintains and respects patient and employee confidentiality; is familiar with HIPAA and is fully compliant.
- Has complete understanding of the hospital fire and safety procedures outlined in the Fire and Safety Manual; knows personal role in case of a fire or emergency.
Qualifications [Statements regarding minimum educational and experience qualifications, required proficiencies with specialized knowledge, computer proficiencies, military service, required certifications, etc.]
- Ability to problem solve, trouble-shoot and skilled in logical thinking.
- Excellent communication, listening and documentation skills.
- Ability to communicate ideas in both technical and user-friendly language.
- Ability to effectively prioritize assigned work and execute tasks in a high-pressure, dynamic environment.
- Ability to work in a team-oriented, collaborative environment.
- Ability to flex shift when need arises to accommodate special projects, deadlines, outages and emergencies.
Certification/Licensure: Current and valid Arizona driver’s license.
Experience:
- Three years of experience working with Windows XP and Windows 7 operating systems; doing so in an enterprise environment is a plus.
- Two years of experience building, installing, maintaining and trouble-shooting common devices and peripherals, such as, Printers, Scanners, All-in-ones, Bar code readers, etc.
- One year of experience installing and trouble-shooting basic productivity software, such as, Microsoft Office, Outlook, and Symantec antivirus.
Preferences [Preferred attributes for the position which are not absolutely required in the minimum qualifications (i.e., multi-lingual, master’s degree)]
Education: Formal education in Information Technology related field or technical certifications may be considered in lieu of required experience.
Experience:
- Working knowledge of other operating systems.
- Experience working with DELL, HP, and/or Fujitsu.
- Two years of experience working with hard drive imaging tools and processes such as, the Pre-boot Execution Environment, Symantec Ghost, Altiris and DELL KACE.
- One year of experience using remote connection utilities to connect to remote devices for service, preferred. Specific experience with Altiris or DELL KACE.
- Two year of experience working directly with a customer base in a dynamic environment.
- Experience working as part of a multidiscipline team to accomplish organizational goal and objectives.
- Experience working with an enterprise wireless infrastructure.
- Experience working with information technology within a healthcare environment.
Certification: Microsoft MCTS, Comp TIA A+, Network +, HDI Support Analyst, Wireless technology.
Special Position Requirements [Optional section: any travel, security, risk, hazard or related special conditions which apply to the position]
Exposure Categories: Category III: Expected duties do not have potential for exposure to blood, body fluids or tissues.
Work Requirements [Optional section: work requirements for physical or other important issues which relate to the job]
- Requires incumbent to be part of an on-call rotation.
- Requires travel to other campuses and off-site departments.
- Ability to sit or stand for extended periods of time.
- Ability to walk flights of stairs multiple times a day.
- Lifting and transporting of moderately heavy objects (50-75 lbs.)
- Appropriate transportation as travel may be required for the purpose of completing assigned duties.
- Ability to maintain composure in difficult and stressful situations.
Date Staff Position Description Created / Revised: 04/08/2019
