Job Description
Position Summary In addition to the responsibilities of PC Technician, the Technical Support Specialist is responsible for assisting in the design, delivery, and improvement of in-house software applications as assigned, training end users on the use of specialized hardware and related software.
Provides support for multiple systems and/or medical devices.
This position also includes troubleshooting network equipment, various computing hardware, interfaces, and software applications with staff such as Applications Analysts, Programmers, Network Staff, System Administrators, and other business units.
Responsible for technical evaluation, implementation and support of PC technologies.
Responsible for determining software and workstation needs and recommending equipment placed in user departments.
This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate and resolve systems issues in order to maximize the benefit of IT systems investments.
In many instances will work closely with vendors to implement and/or troubleshoot hardware and software.
Minimum Qualifications Work Experience BS Degree in an Information Technology related field (OR) Two-year Technical degree or equivalent with two years applicable work experience (OR) Five years applicable work experience.
Five years of information technology support experience plus 1 year Med Center Health experience required.
Education BS Degree in an Information Technology related field preferred.
Certifications/Licensure CompTIA A+ certification or Network+ certification required.
Dell Warranty Parts Direct Certification required.
Completion of the MCSA (Microsoft Certified Solution Associate) if MCDST or MCITP certification were obtained prior to 2014 that is acceptable.
Completion of at least two certifications, which include: MCSA (Microsoft Certified Solution Associate), MCITP, MCDST, MCSA (Microsoft Certified System Administrator), MTA, CCENT, Security +, Network + or other valid IT related certifications approved by IT Management.
Motor vehicle record check required and will be performed annually.
Personal vehicle is routinely used for company business, home visits or required for the position.
The employee is responsible to maintain KY minimum limit of insurance coverage on the personal vehicle and maintains the vehicle in good operating condition.
Valid Driver's License required.
Job Specific Performance Standards The duties listed below are a summary of the major essential functions of this position.
The position may require other duties, both major and minor, that are not mentioned, and specific functions may change from time to time.
Assists in the evaluation and testing of vendor supplied hardware and software for networks and PCs to determine compatibility with existing networked systems, ease of use, and if user needs are met.
Under general direction, serves as an applications analyst team member for analysis and technical activities that support various corporation functions.
Supports senior team members.
Works directly with user personnel in design analysis, testing, activation, and support activities.
Updates documentation to record new equipment installed at new sites.
Accurately documents instances of hardware failure, repair, installation, and removal.
May be responsible for project management and/or serve on multiple projects and be responsible for completion of particular phases of projects.
Responsible for end-user satisfaction.
Reviews moderate to complex new and existing information technology applications to ensure appropriate controls exist, that processing is efficient and accurate, and that systems and procedures are in compliance with corporate standards.
Assists in developing long-term strategies and capacity planning for meeting future computer hardware needs.
Analyzes software malfunctions using test data.
Analyzes, reviews and altars programs to increase their operating efficiency or to incorporate new program requirements.
Assists in developing, implementing and enforcing policies and procedures that assure competent use of systems and integrity of data and systems.
Assembles customized computer systems based upon user’s specifications; troubleshoots system components to ensure quality of work, assists with quality control activities as well as confers with users so as to fully understand equipment and communications problems and needs.
Provides technical support to users via telephone, fax, and in person regarding hardware, installation and other system issues; assists users with technical support issues.
Works with various Windows Operating Systems (2000, XP, Vista, 7, 8, 8.1, 10).
Installs PCs, hard drives, RAM, CPU's, serial ports, software, PCI expansion cards, modems, power protection devices, and other related computer and printer equipment.
Understands and can resolve problems with the boot process, utility software, viruses, networking, I/O addresses, etc.
May assist Network staff with installing and maintaining communications and networking equipment, sometimes done on weekends or in off peak work periods, includes cabling, connection, testing of equipment, and correcting problems before the user accesses the system.
Runs diagnostics to isolate problems.
Communicates relevant information between management, peers, and users to facilitate efficient organizational performance.
Conducts research on computer products in support of PC procurement and development efforts.
Evaluates and recommends hardware products for purchase.
Conducts research on other peripherals as well.
Writes technical specifications for purchase of PCs and other hardware needs.
Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
Perform onsite analysis, diagnosis, and resolution of complex PC and peripheral problems for a variety of end users, and recommend and implement corrective hardware solutions.
Tracks and inventories vendor supplied service parts for equipment under repair; orders parts as necessary; follows corporations established policies regarding the safekeeping and security of equipment under repair, departmental equipment and parts.
Confers with software vendors as necessary concerning equipment installation, enhancements, and proper procedures.
Confers with technical personnel of various vendors concerning repair of peripheral equipment to ensure the least costly method of repair.
Assist in the setup, testing, and maintenance of local area network (LAN).
Ensures proper routing and connection of cables.
Assists Application Analysts, Programmer/Analysts, System Administrators, Network Administrators, and users in the testing, debugging, implementation, and maintenance of new or enhanced peripheral equipment and software.
Communicates with management to determine priorities among projects.
Communicates with IT managers any suggestions for changes in policies, procedures, and techniques to improve the overall effectiveness and efficiency of the department.
Equipment and Repair Auditing - Keeps careful records of equipment, serial numbers, part numbers, and repair records on peripheral equipment, users, departments, etc.
Assists in the documentation of computer and clerical procedures so as to provide continuity in daily tasks when personnel turnover occurs.
Assists in the development of computer peripheral manuals, guidelines, records, and other pertinent materials necessary for the proper functioning of the department and the corporation.
Works closely with IT Security Officer to establish and implement PC, Server, LAN, and WAN security procedures and standards and ensures that the policies and procedures are implemented and enforced.
Protects data and network from inadvertent or unauthorized persons or unauthorized purposes.
Monitors operations and performance of IT equipment and systems; with minimal supervision, detects and corrects errors.
Instructs end users on the proper usage of peripheral equipment.
Trains/retrains users as necessary on methods, procedures, data input/output, software capabilities, and software interaction to insure maximum system efficiency.
Prepares a variety of paperwork (enters into database) to document work in progress, completed work, and other necessary tracking; submits required paperwork on a timely basis.
Utilizes Track-It Help Desk system to document issues and resolutions.