This position is responsible for a wide variety of hardware, software, application, and as a Service technologies throughout the healthcare system. This function includes

support to incident break/fix, service request fulfillment, deployments, upgrades, hardware lifecycle management, and collaborative work with other tier II and III IT and shared services teams throughout the organization as the boots on the ground resource

Primary Responsibilities & Competencies

Provide customer service support to both internal users, external customers, and vendors

Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organization.

Maintains detailed and accurate records in workload management, asset management, and administrative applications

Provides tier I and II support in all areas of the organizational service portfolio.

Provides excellent customer service to all levels of employees including customers, peers, and leadership.

Accurately follows documentation and checklists to ensure efficiency and consistency.

Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department.

Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means.

Uses routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer.

Self-directed once assigned work and functions with considerable independence.

Shows an interest in learning more advanced aspects of the functional skills.

Actively maintains a level of self-study related to technology and customer service.

Able to communicate with the customer in non-technical terms so the users can understand

Qualifications

Associate degree in relevant field with 4+ years technical support experience or 6+ years of technical support experience in lieu of a degree.

Experience with the deployment, repair and maintenance of computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners.

Experience with the deployment, repair and maintenance of software such as the Microsoft Office Suite and Windows operating systems.

Familiarity with general networking and customer/server concepts.

Ability to lift 40 lbs, work in an environment of varying temperatures, ability to navigate within buildings/units/floors, and travel throughout the service delivery area with a reliable mode of transportation