Job Responsibilities

Specific Responsibilities of the Job:

• • Troubleshoot and resolve basic desktop, software, network and server issues
  • Assist users with the installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, and software
  • Provide fast and friendly support for clinical End Users, Providers, and Executives
  • Maintain availability in service desk call queue to ensure minimal hold times
  • Responsible for creating and maintaining high quality, detailed documentation
  • Offer guidance on technology use and best practices
  • Process Active Directory user account adds / removes / change
  • Work with vendor representatives to resolve software and hardware issues
  • Perform basic virus remediation where required
  • Onboard computers and perform repeatable script-based troubleshooting
  • Actively assist on projects (Office Setups, Mass PC deployments etc.) under supervision
  • Notify IT Management when outdated equipment causes repeated issues
  • Document all work on service tickets and projects in real time within ticketing system to published standards
  • Respond to client requests promptly in accordance with published SLAS, then communicate promptly throughout ticket lifecycle to maintain a high degree of client satisfaction
  • Set proper expectations for client follow up and follow through on all commitments
  • Perform on-site technical and customer service support, to include:
    • Emergency/unscheduled repairs of clients’ on-site technical systems and equipment
    • Performs scheduled maintenance and repairs of clients’ technical systems and equipment
    • Network switch and server room cable management
    • Work with senior resources to diagnose, troubleshoot, repair, and debug complex technical computer systems, and software
    • Follows standard procedures to isolate and fix problems in malfunctioning equipment or software.
    • Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
• Deliver an excellent customer experience in all interactions
• • Report design, reliability, and maintenance problems or bugs to appropriate technical support team
  • Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in PRISM North Texas policies, procedures, field guidelines
  • Demonstrate a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
  • Maintain tools and equipment properly and ensures that they are all in good working order
  • Participate in all on-going product, equipment, technical and business-related training to maintain necessary certifications, skills, and professional knowledge
  • Create and maintain client PC build sheet documentation to ensure new PC deployments are properly documented
  • All other duties assigned

Required Skills and Qualifications

• Basic working knowledge of Internet, e-mail, system security, telecommunications and data communications
• Basic knowledge of MS Office/O365 (Word, Excel, Outlook, PowerPoint, MS Teams).
• Excellent written and verbal communication skills.
• Interpersonal/human relations, organizations, and problem-solving skills.
• Ability to meet deadlines and work productively in a collaborative environment.
• Ability to work in a fast-paced, dynamic environment.
• Ability to maintain confidentiality.

• Associates degree in technology related field OR equivalent combination of education and work experience
• 1 year of experience in supporting Microsoft Environments
• Uses sound judgement when working with clients
• Works well without supervision
• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• Excellent problem solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations
• Alignment with PRISM North Texas’s Core Values
• Must be able to sit prolonged periods sitting at a desk and working on a computer.
• Must be able to lift 35-50 pounds at times