Specialist, Desktop Hardware - FT, 40 hrs/wk, M-F, 330pm-12am

WOOSTER COMMUNITY HOSPITAL JOB DESCRIPTION

Specialist, Desktop Hardware (Information Technology) 

MAIN FUNCTION: 

The Desktop Hardware Specialist is responsible for planning, administering and evaluating the operation of desktop/portable computer systems and peripherals as well as desktop or end user telecommunications equipment.  In conjunction with the Director of Information Technology, oversee projects relating to computer hardware/software, monitor and maintain end user equipment, assist in the development of operations policies and procedures, ensure adequate inventory levels, achieve high levels of customer service, monitor the help desk phones as assigned and be able to perform all duties specified in the Help Desk Specialist job description.  

RESPONSIBLE TO:      Director of Information Technology 

MUST HAVE REQUIREMENTS: 

• High School Diploma or GED. 
• Two or more years’ experience in personal computer repair; configuration and set-up in a business environment.  
• Two years’ experience in supporting computer networks. 
• Excellent communications skills. 
• Extensive knowledge of computer repair/hardware. 
• Experience with system security and end user support. 
• No written disciplinary action within last 12 months. 

PREFERRED ATTRIBUTES: 

• Associates Degree in Computer Technology or equivalent .
• 4 years’ experience with set-up, diagnosis and repair of personal computers, and printers in a corporate networked environment. 
• Software deployment experience and Active Directory experience. 
• Experience in a Healthcare setting.  Understands HIPAA compliance and PHI.
• Knowledge of Meditech operating system. 
• Microsoft Certified IT Professional (MCIPT) or Microsoft Certified Systems Administrator  (MCSA) or Microsoft 365 (M365) Certified Fundamentals.
• Virtual Desktop Infrastructure (VDI) with IGEL OS, Citrix, Horizon, or other DaaS experience.
• Asset Management software and collection tools.   Device management using PDQ, ManageEngine, NinjaOne, Workspace One/Airwatch, or similar MDM solutions.
• Installation of desk phones and voice accessories.
• Experience with DNS, DHCP, protocols and TCP/IP addressing.
• Installation of printers and scanners.
• Group Policy Objects

OTHER REQUIREMENTS: 

• Follow appropriate Service Standards 

POSITION EXPECTATIONS:  All expectations detailed below are considered ADA Essential. 

Leadership 

1. Embraces teamwork by adhering to Service Standards. 
2. Demonstrate ability to train other staff in new technologies and support them in their positions.  
3. Accept and respond to change productively, while maintaining a positive attitude. 
4. Role model appropriate workplace behavior and competence within job duties. 
5. Exhibits desire to learn and expand skill set. 
6. Demonstrates basic conflict resolution skills. 

Communication 

1. Demonstrates empathy and understanding in communication of issues with customers. 
2. Collaborates and communicates effectively and positively with all members of information systems and hospital staff. 
3. Demonstrates conflict resolution skills.  
4. Properly utilize chain of command for all issues beyond capability and properly utilize chain of command in interactions with all members of the IS/IT department.
5. Maintains awareness of verbal / nonverbal communication in interactions with staff, other departments, customers, physicians, patients and families. 
6. Maintains patient and staff confidentiality in all communication interactions;  written, verbal, electronic. 
7. Maintains documentation and logs to ensure that accurate information is available to staff and customers. 
8. Able to interview customer to collect necessary information about problem and lead user through troubleshooting processes.   
9. Communicate with Hardware/Software vendors for troubleshooting as well as requesting service for defective products/systems.  

Operations 

1. Assist in the choice of hardware vendors, equipment models to be implemented.   
2. Recommend improvements that ensure the uptime and availability of systems. 
3. Identify shortcomings of vendors/systems and notify supervisor of issues. 
4. Demonstrate reasonable and rational judgment in decision making.  
5. Maintains correct inventory and properly tags and documents all computer devices and parts.   Labeled appropriately for easy retrieval when needed.  Keeps spare equipment in working order and disposes of old and obsolete hardware properly.

1. Maintain organization of computer room, telephone room, storage areas and spare equipment.  This includes tagging/asset management, routine maintenance, logging and record keeping as well as maintaining compliance with DNV standards. 
2. Effectively utilizes help desk management software/systems for tracking of support requests and management of staff utilization. 
3. Perform installation of computers, software and peripheral equipment as needed. 
4. Assumes on-call responsibility according to schedule. 
5. Demonstrates knowledge of personal computer (physical and virtual) concepts, configuration, and set up, including peripherals. 
6. Can diagnose and repair most personal computer (desktop and laptop) and printer problems.  Works with user to resolve problem efficiently and effectively.

1. Demonstrates knowledge of network concepts, including logging into a domain. 
2. Works with outside vendors and Materials Management personnel effectively when outside repairs and when purchases are needed on computer hardware. 
3. Provides education and training on desktop components as requested and needed. 
4. Demonstrates knowledge of help desk operations, procedures, and when necessary fills in for Help Desk Specialist. 
5. Installs, troubleshoots, and repairs software and software updates at the desktop level.  Is knowledgeable with Microsoft Office products. 
6. Installs, troubleshoots, and repairs hardware components at the desktop level. 
7. Maintains Meditech Workstation software support upgrades on all Meditech personal computers. 
8. Maintains and enforces software license compliance on all personal computers when installing software. 
9. Works with and assists physicians and staff on equipment setup for connecting to the hospital’s network. 
10. Consistently performs duties in an independent manner with little or no need for direct supervision. 
11. Demonstrates good organizational skills that provide an efficient means of managing multiple tasks. 
12. Remains current on computer technology and on Meditech supported technology.  Makes recommendations to users regarding hardware purchases. 
13. Understands user access and printer capabilities from within various Meditech modules. 
14. Completes special projects as requested. 

Customer Service: 

1. Displays positive attitude.  Treats others with honesty and respect.  Speaks positively in all customer interactions internal and external. 
2. Assess customer satisfaction when rounding on customers/users and use appropriate chain of command for unresolved issues or problems 
3. Model excellent customer service: 
4. Optimize the customer’s experience by reducing anxiety and empathizing with user 
5. Develop positive relationships with other departments to foster patient satisfaction. 
6. Intervene with staff using crucial conversation skills in situations in which customer needs have not been met to determine a positive, mutually agreeable resolution. 

Staff Development / Professional Growth: 

1. Annual / ongoing competency validation to assure proficiency in performing assigned tasks. 
2. Demonstrates initiative and accepts responsibility for personal/ professional growth.  

• Identifies own learning needs, develops and implements a plan to address those needs   
• Seeks guidance/input from peers, supervisor, and direct reports, as necessary, to identify areas for growth  
  1. Accept feedback as opportunity for growth. 
  2. Demonstrates knowledge and understanding of new policies and procedures, practices, changes in practice, and initiatives.  Obtains this knowledge via staff meeting attendance, reading of communication, required hospital education, discussion with departmental leadership and peers. 

Performance Improvement 

1. Identifies processes to be improved and communicates to management team. 
2. Works to implement performance improvement ideas to ensure their success. 

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Areas of Responsibility/Centers of Knowledge 

The Desktop Hardware Specialist is expected to maintain knowledge and responsibility for the following areas/systems throughout the organization: 

1. Computers and associated peripherals (scanners, monitors, etc.) 
2. Printer maintenance/repair and working with Printer Management vendor. 
3. Microsoft Windows Operating Systems. 
4. Meditech Client systems. 
5. System security, monitoring and licensing of software. 
6. Help Desk Management Systems.  
7. Ability to perform duties of Help Desk as needed. 
8. Ability to perform duties during on-call rotation and emergency situations.                      

Updated: 7/2012, 7/2019, 6/2022, 10/2025 

Approved: TMMYERS