ESSENTIAL JOB FUNCTIONS: • END-USER SUPPORT - As initial contact person, logs and gives initial support for front-line users. Must be competent, professional, patient, and "user-friendly" in dealing with these user contacts. Ability to deal with upset, frustrated employees, as well as the cooperative user.
• INITIAL HARDWARE / SOFTWARE INSTALLATIONS. Installs, configures, tests, maintains, monitors, and troubleshoots end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products.
• PC HARDWARE / TELECOMMUNICATIONS SUPPORT. Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Ensures that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
• APPLICATIONS EXPERTISE - General knowledge of various applications. Specific knowledge of applications as needed. An ability to direct end users on Epic and directing questions to the proper team member.
• Maintains strong knowledge of current protocols, operating systems, and standards; including Active Directory and the effects of migrating to Active Directory.
• In collaboration with the Network management staff, maintains all network hardware and equipment, including routers, switches, hubs, and UPSs.
• Demonstrates ability to research complex problem resolution by consulting external knowledge sources, staying current in the technical literature, and maintaining internal and external references.
• Recommends and executes modifications to Windows systems in order to improve efficiency, reliability, and performance.
MARGINAL JOB FUNCTIONS: - Performs other duties as assigned.
QUALIFICATIONS:REQUIRED: Associates Degree in Computer Science and/or MCSE certification or equivalent level of training/experience; Excellent written and verbal communications skills; Outstanding Customer Service with End Users; Excellent organizational ability; Excellent technical knowledge of Personal Computers, Networks and PC Software; Working technical knowledge of current protocols, operating systems, and standards, including Active Directory, Microsoft products, etc.; Ability to conduct research into PC, Network issues and products; Working technical knowledge of networking protocols, operating systems, hardware, software, and management tools; and Effective interpersonal skills and relationship-building skills, especially in a team environment with coaching and performance evaluation given by all team members.
PREFERRED: Experience with printers and other computer systems peripherals; and Experience in Telecommunications, including troubleshooting of PBX switch technology.
TYPICAL PHYSICAL/MENTAL DEMANDS: TROUBLESHOOTING OF HARDWARE/SOFTWARE ISSUES: The ability to troubleshoot and resolve user needs as scheduled through the "Help" desk. Ability to lift terminals, computers, kneel below desks, quickly move to remote locations in the facilities. Ability to communicate via voice, data, written skills is required.
Equal Opportunity Employer
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