Technical Support Specialist I

Reports to the Manager Technical Support or Director of Information Technology. Responsibilities include the installation of new and replacement computer equipment and maintenance of equipment. Provides support of personal computer (PC) related software and operations; may also provide some training to end users. Serving as a liaison with Beacon Health System (BHS) end-user departments regarding PC equipment needs and/or problems.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Installs new and replacement PC / Server-related hardware and software by:

• Installing new and replacement PCs for end-user departments, as directed by the Manager.
• Installing new PC software and verifying that new computer systems are functioning correctly; also providing some training to end users.
• Maintaining required documentation according to established departmental policies and procedures.
• Find open network data jacks and patch in at device location, patch data jack in at the patch panel and make sure switch ports available and set proper for device being patched in.
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Resolves or troubleshoots computer problem areas and provides maintenance for PC / Server equipment (hardware and software) by:

• Contacting end users in order to diagnose (i.e., inspecting, monitoring, testing, etc.) and resolve PC -related problems.
• Determining steps to be taken in order to correct PC-related problems. Also arranging for corrective action to resolve the problem and, if necessary, serving as a liaison between the end-user department and an outside vendor (repair person).
• Reimaging computer hardware and related equipment as a part of standard operating procedures and maintaining related documentation.
• Facilitating the delivery of solutions which meet the end-user department's needs by informing them as to the plan of action required to address their problem and also verifying that these steps are agreeable with the customer.
• Resolving more complex problems (issues that may require coordination with additional I.S. teams and issues that may require enterprise level application technologies).

Programs, Installs and Troubleshoot Printers by:

• Unboxing, assembling and installing new printers
• Configuring printers to work on the network and work with analyst on application setup
• Contacting end users in order to diagnose (i.e., inspecting, monitoring, testing, etc.) and resolve printer related problems.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Providing excellent customer service at all times. Also maintaining high customer satisfaction by delivering quality customer service as measured on internal customer satisfaction surveys and/or other measures approved by the Director of Information Technology.
• Maintaining records, reports and files as required by departmental policies and procedures. Assisting in the care and maintenance of Department facilities, equipment and supplies.
• Completing other job-related duties and special projects as assigned.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of an Associate's degree in Computer Science, Management Information Systems or a computer-related field from an accredited college or university (or equivalent course work and/or technical training). Experience using computer hardware and software applications pertinent to Beacon Health System is preferred.

Knowledge & Skills

• Requires technical knowledge of computer operations.
• Requires the technical skills and knowledge to effectively install PC / Server-related hardware and software.
• Requires the organization and time management skills necessary to prioritize requests and manage customer service expectations.
• Possesses the ability to work independently and pro-actively, as well as in a team-oriented environment.
• Demonstrates the strong analytical and problem-solving skills needed to gather, analyze and interpret data. Also requires detail orientation and the ability to identify and resolve computer needs/problems in a timely and efficient manner.
• Demonstrates the interpersonal and communication skills (both verbal and written) necessary to interact effectively with all levels of staff and co-workers in a professional, clear, courteous and responsive manner.

Working Conditions

• Works in an office environment.
• May experience some mental/visual fatigue due to continued use of computer equipment.
• Work is performed in a fast-paced environment requiring the ability to prioritize workload in order to meet deadlines.
• Requires the ability to work a flexible schedule, including being on-call, in order to meet the needs of the Department.

Physical Demands

• Requires the physical ability and stamina (i.e., to sit, stand and/or walk for prolonged periods of time, lift, hold and carry objects weighing up to 50 pounds, use common computer hand tools, etc.) to perform the essential functions of the position.