MIS Tech

Job Summary:  The Technology Support Specialist provides computer support to end users across the organization for computer hardware, software, other technology equipment, and business-related applications. The Specialist serves as the primary contact for all incoming calls and email requests for technical support. The incumbent acts as a main resource during infrastructure emergencies utilizing prioritization and escalation skills to ensure timely resolution of issues with support from the IT vendor. The decisions and results of their work impact all users throughout the organization.

#LITW1

Demonstrates Competency in the Following Areas:

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Install and configure computer systems and applications within the company
• Respond to employee inquiries and assist in troubleshooting and resolving challenges
• Actively update, maintain and monitor all aspects of computer networks
• Resolve technical issues related to network interruptions
• Prioritize and schedule problems. Escalate problems (when required) to the IT vendor for resolution
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Researches and recommends hardware and software purchases. Obtains quotes for repair costs and maintenance. Contacts vendors for product information and price quotes. Contacts service contractors as needed
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Develop help sheets and knowledge base articles for end users
• Applies knowledge of computer software, hardware, and procedures to solve problems
• Maintain database of assigned computer systems, printers and peripherals serial numbers, assigned devices, and location for inventory in assigned clinic
• Review and update information technology policies
• Perform operational checks for existing computers, printers and associated peripherals in accordance with hardware standards
• Other related duties as assigned that support organizational goals and objectives

Requirements:

• High School diploma or equivalent. Associate degree or two years of college-level coursework or training in a computer-related discipline. Relevant experience may substitute for the degree requirement on a year for year basis.
• Two years of work experience with some or all of the following systems: Automated systems,  personal computer and network technologies, databases, learning management systems, online learning tools, printers and peripherals (PDA’s, scanners, modems, CD/DVD drives, etc.), a variety of software applications (e.g., word processing, spreadsheet, email, Intranet, web browsers, HTML editors, and image manipulation software).
• Must have knowledge of a wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals.
• Knowledge of a variety of software applications (desktop, client-server, browser-based, etc.)