Job Description

JOB SUMMARY

Working under the supervision of the IT Infrastructure Manager and / or Help Desk Supervisor, the IT Support Specialist is the primary contact for all incoming calls and email requests for technical support. This position provides technical customer support to end users, installs and configures computer hardware, software, systems, networks, printers, scanners, and other end user equipment following all systems policies, procedures, standards, and support documentation requirements. The IT Support Specialist manages physical hardware/ application configurations as well as virtual desktop application loads and user troubleshooting.

ESSENTIAL FUNCTIONS

• Primary contact for all incoming calls and email requests for technical support including software and hardware issues, i.e. operating system support, application support, system access problems, printer/ scanner/ other technical equipment, application and database support.
• Maintains help desk tracking system; inputs problem description in help desk tracking system and assists with maintenance. Handles requests in a timely and polite manner, escalating as appropriate, and following up to ensure resolution. Works with CCH employees on site and remotely.
• Communicates effectively to convey complex technical information and uphold customer service standards.
• Maintains goodwill, cooperation and productive relationships for those customers suffering anxiety and frustration with technical issues.
• Responsible for maintaining the documentation of desktop preparation and deployment procedures.
• Acts as a liaison with vendors for the resolution of desktop hardware problems.
• Develops positive working relationships with all departments, managers, physicians, and staff at CCH.
• Installs and configures computer hardware, software, systems, networks, printers, scanners, and other end user equipment.
• Works closely with network and system teams to diagnose and troubleshoot network outages, maintain network configuration for users and their components/ cabling, maintain user accounts and reboots servers and routers.
• Works with other Information Technology staff to determine various hardware make and model choices based on performance, application requirements and cost effectiveness.
• Follows all systems policies, procedures, standards, and support documentation requirements to ensure the highest-level of Information Technology Department services.
• Identifies opportunities to improve security, data integrity, and streamline workflows.
• Understands that decisions and results of work impact all users throughout the organization.
• Identifies, researches, and relies on experience and judgment to resolve problems.
• Documents, tracks, and monitors problems and outages using help desk management software, contributing vital data for statistical study and development of solutions.
• Demonstrates knowledge of a variety of field concepts, practices, and procedures.
• Manages physical hardware/ application configurations as well as virtual desktop application loads and user troubleshooting.
• Model accountability for learning by sharing knowledge and learning from others
• Research and recommends hardware and software purchases for CCH personnel.
• Obtains quotes for repair costs and maintenance.
• Contacts vendors for product information and price quotes.
• Contacts service contractors as needed.
• Demonstrates personal commitment to the principles, values and ethics of the organization and department while complying with the hospital’s corporate compliance program including, but not limited to, the Code of Conduct, laws and regulations, and hospital policies and procedures.
• Must be free from governmental sanctions involving health care and/or financial practices.
• Other duties as assigned.
• This list is non-exhaustive.

JOB QUALIFICATIONS

• Education
  • High School diploma or GED required.
  • Prefer a technical certificate or two-year technical degree from an accredited institution in addition to high school diploma or GED.
  • Hands-on work experience can be substituted for a technical certificate or technical degree.
• Licenses
  • None.
• Certifications
  • Hardware and software certification such as, A+ or be willing to achieve A+ certification in first 12 months of employment preferred.
  • See Cardiopulmonary Resuscitation Certification Policy and Certifications/Education Requirements Policy.
• Experience
  • Experience with desktop operating systems including Windows 7 and Windows 10 required.
  • Experience supporting Virtual Desktop Infrastructure/VMware Horizon preferred.

Knowledge, Skills, and Abilities:

• The ability to maintain continuing education requirements and all certifications and licenses as required
• Ability to manage multiple projects simultaneously while maintaining high customer service standards.
• Having a working knowledge of common information technologies and systems.
• Ability to communicate complex concepts to a general audience.
• Proven ability to troubleshoot common IT problems.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Prefer experience with technical writing for documentation or instruction. Strong documentation skills.
• Highly self-motivated and directed.
• Keen attention to detail with a proven analytical and problem-solving ability.
• Ability to work in a team-orientated, collaborative environment.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to stabilize and de-escalate tense customer service situations when required.
• Demonstrated ability to work independently and bring order to ambiguous situations.
• Prioritization and escalation skills to ensure timely resolution of issues.
• Strong PC skills working within an integrated clinical systems environment.

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