General Summary

Under direct supervision, performs general maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment located throughout the organization. Maintains a spare parts inventory of systems, subsystems, and component parts used in repair work, with guidance. Updates progress reports for all work performed. Receives work direction from supervisor on work priorities and daily assignments.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Assists with installation or relocation of computer equipment, such as PCs, thin client terminals, printers, and other associated hardware at user locations ensuring access to electricity, network in accordance with departmental procedures, technical, operating and assembling manuals. Provides first level problem analysis. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments. Resolves or escalates service requests when necessary. Performs technical downloads and PC configurations with some guidance.

• Uses Helpdesk Call Tracking application to log all service and update requests accurately and detailed. Collects data from customers to aid problem determination / resolution of request. Provides information to the Helpdesk for on-going follow up to customers until resolution of issue.

• Assists customers to identify and specify the nature of the request or problem. Uses guidance from Senior Technicians as required. Troubleshoots simple issues and assists customers with various systems issues including Microsoft, Novell, PC/Laptop/Mobile, printer, software, hardware, and network connectivity issues with some direction.

• Provides assistance in IT Tiered support teams by obtaining and providing appropriate information for escalated issues.

• Provides assistance in maintaining an inventory of parts used and needed to re-order, including testing parts received for stock to ensure an effective level of service. Provides assistance in maintaining an inventory for all equipment installed and oversees or performs documentation of all system configurations in a database as directed.

• Provides assistance to coordinates activities, times, schedules, with suppliers and contractors in regard to the installation, operation, maintenance and evaluation of user locations for data equipment ensuring problems are addressed appropriately and timely with UMMS standards and procedures.

• Assists in collection and analysis of real-time trending information.

The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women’s and children’s health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team. 

Education and Experience

• High School Diploma or equivalent GED is required.

Knowledge, Skills and Abilities

• Knowledge of PCs, terminals, and printer hardware and software configurations, Microsoft Networking, Novell Networking, cabling infrastructures.

• Knowledge of electronic repair, troubleshooting techniques and test equipment.

• Knowledge of electronic installations is required.

• Knowledge of PC hardware and peripherals associated with applications.

• Demonstrated ability to read and follow instructions accurately, timely and effectively.

• Effective communication and organization skills; demonstrates confidence and creativity.

• Excellent customer service skills and the ability to work with all levels within the organization.

• Ability to perform daily work activities of the position assuring prompt and effective response to customer needs.

• Proficient in analysis and problem solving, ability to assess customer needs and determining appropriate solutions.

• Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.

Working Conditions

• Weekend, shift work, holiday, on-call, and may be require work beyond normal tour of duty to complete projects, meet deadlines, or respond to emergencies.

• Work is performed in various environments within UMMS. These environments include, but are not limited to the following: a standard office environment, Data Center/closets environment, or Healthcare environment.

• Periodic traveling out of town with overnight stays to obtain required training, education, or certification may be required.

• Work may include regular travel to and from the various affiliated institutions within the Medical System.

• Work may be required in a Healthcare facility which the observance of “Universal Precautions” is mandated. Universal Precautions involves the wearing of protective clothing/equipment and the observance of safe work practice.

• There is potential for regular exposure to hazardous materials and hazards from use of tools and power equipment in the work environment.

• Work is high demand and fast paced.

• May require lifting, carrying supplies/equipment, pushing/pulling equipment in excess of 40 lbs.

• May require standing stooping, bending and walking for prolonged periods of time.

• Talking and hearing necessary for conversations with callers, visitors, patients, families and staff members.

All your information will be kept confidential according to EEO guidelines.