JOB SPECIFIC CORE COMPETENCIES:

· Customer Focused - Ability to manage troubleshooting tickets and ensure a timely response, keeps customer informed of progress and outcomes

· Excellent Communication Skills - keeps calendar up to date/sends clear emails on progress of work orders.

· Teamwork - the ability to work with others toward a shared goal, participating actively, sharing responsibility and rewards, and contributing to the capability of the team

· Problem Solving- by analyzing situations and applies critical thinking in order to resolve problems and decide on courses of action and implement the solutions developed in order to overcome problems and constraints.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

· Provide Level 1–2 technical support for desktops, laptops, mobile devices, printers, and peripherals.

· Troubleshoot issues related to Windows operating systems, Microsoft 365 applications, and approved business software.

· Install, configure, and maintain hardware and software following IT standards.

· Manage user accounts, permissions, and access in Active Directory, Azure AD, and other identity systems.

· Support end users through remote tools, phone, chat, and in person assistance.

· Document incidents, resolutions, and knowledge articles

· Assist with imaging, device deployments, and asset lifecycle management.

· Participate in onboarding/offboarding device provisioning and account setup.

· Ensure security policies and standards are followed on all end user devices.

· Provide exceptional customer service and maintain strong communication with stakeholders.

On Call:

· Participate in 24x7 on call rotation to support critical business functions and respond to outages affecting the organization.

EXPECTED BEHAVIORS:

PERSONAL CHARACTERISTICS:

· Evidence of good grooming and professional conduct.

· Excellent communication and collaboration skills.

· Strong analytical and diagnostic skills.

· Possess a sense of responsibility, initiative, honesty, and confidentiality.

· Desire and ability to cooperate with others.

· Able to work under stress and to meet deadlines.

· Ability to manage multiple priorities in mission-critical environments.

EDUCATION AND EXPERIENCE REQUIREMENTS:

· Associate degree in Information Technology, Computer Science, or related field

· or equivalent work experience.

· 1–3 years of desktop or technical support experience.

· Proficiency with Windows 10/11 and Microsoft 365.

· Experience with endpoint management tools

· Familiarity with networking basics (TCP/IP, DNS, DHCP, VPN).

· Strong problem solving and analytical skills.

· Excellent communication, customer service, and documentation skills.

PREFERRED QUALIFICATIONS:

• CompTIA A+, Network+, or similar certifications.
• Knowledge of ITIL practices and service ticket workflows.

ADDITIONAL EDUCATION AND EXPERIENCE REQUIREMENTS: Mandatory Continuing Education: Customer Service, Fire and Safety, Corporate Compliance (including Confidentiality), Infection Control, and education required by regulatory, accreditation bodies, scope of practice, and/or Hancock Regional Hospital.

PHYSICAL/MENTAL DEMANDS:

· Lift 25 lbs. from floor to waist height, and carry for distances up to 50 feet

· Reaching overhead and squatting to stock office supplies weighing up to 10 lbs. (examples: reams of paper, boxes of folders)

· Sit to and from, stand at office chair

· Vision requirements include but are not limited to close vision, distant vision, peripheral vision, and ability to adjust focus. EQUIPMENT USED: Personal Computer Microsoft Office Suite Meditech Software Telephone Printer Other Data Extraction Software - SQL Databases, Data Queries etc.

· Works inside in a controlled area.

· Work is 2/3 sedentary.

· Occasionally lifts boxes of paper for printer.

· Visual acuity in working with figures and printed reports.

· Ability to manage multiple tasks with multiple priorities.

EQUIPMENT USED: Computer, Telephone, Printer, Fax Machine, Copy Machine

ENVIRONMENTAL CONDITIONS: Sedentary Office Environment, Onsite Work Environment