Description & Responsibilities

Upham’s Corner Health Committee, Inc./dba/Upham’s Corner Health Center

Primary Function:

Desktop Support is to provide quality support and technical services to Uphams staff and to other team members and/or clinical providers.

Duties & Responsibilities:

• Assist with support tasks related to operating systems, software applications, wireless networks, networking, VoIP issues, and printers
• Provides a second level tier support for employees and IT team.
• Respond to helpdesk requests and work with the IT Desktop support Lead to improve the support process
• Maintains IT inventory. On call support for 6PM to 9PM after hours including Saturdays
• Provide support on tech-related questions from fellow employees.
• Troubleshooting and testing computer networks.
• Installing, maintaining and troubleshooting intermediate to complex issues of computer software.
• Installing, maintaining and troubleshooting intermediate to complex issues of computer hardware.
• Setting up computers workstations, printers, phones and peripherals for employees.
• Avaya Phone Account Extension Setup, Creation and Management
• Creating, Maintaining & Troubleshooting Accounts
• Password Reset Manage and maintain inventory of company assets, systems and peripherals
• Serves as a technical resource for implementations as it relates to client end user environment.
• Maintains an up-to-date technical and practical knowledge and understanding of hardware and software support and analysis.
• Procedure documentation, Application and configuration, Policy and Procedure, internal & extremal “How to’s”.
• Research and recommend innovative, automated approaches for system administration tasks.

Qualifications

Minimum Basic Knowledge:

• Ability to multi-task and adapt to changes quickly

• Technical awareness: ability to match resources to technical issues appropriately

• Service awareness of all organization's key IT services for which support is being provided

• Understanding of support tools, techniques, and how technology is used to provide IT services

Experience & Qualifications:

• Professional IT experience, IT diploma in networking and or computer troubleshooting.

Independent Action:

• Proactively take ownership of open IT issues and partner with management on improving systems and services.

Supervisory Responsibility:

Serves as an escalation point for the team/help desk and be able to act independently and covering the IT department in the absence of the manager.

Define Access Level to PHI: 3