Desktop & Systems Support

• Provide support for onsite equipment at multiple locations.
• Answer help desk calls and respond to user tickets.
• Responsible for positive end user IT experience.
• Assist in the on-call rotation.
• Work with other internal and external techs to resolve issues and ensure issues follow-up with users.
• Assist Senior technician with projects and on-site support as needed.
• Work with end users to identify and deliver required PC service levels.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Receive and respond to incoming calls, pages, and/or e-mails regarding phone and/or hardware related problems including facility access badges.
• Develop and maintain an inventory of all computer equipment.
• Deploy and troubleshoot VOIP phones and analog telephone lines.
• Work with vendors regarding copiers, phones, infrastructure cabling needs, and IT related needs.
• If necessary, liaise with third-party support and PC equipment vendors.

• Customer Service: Committed to increasing customer satisfaction, sets proper customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met.
• Communication: Understand and communicate effectively with others using a variety of contexts and formats, which include writing, speaking, reading, listening and interpersonal skills.
• Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
• Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.

Requirements:

Success Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions., * Two-year degree in Information Technology, Information Systems, Computer Engineering, Computer Science, Software Engineering, or similar required.

• Minimum 2+ years’ experience in software and hardware end user support.
• Proficiency in Microsoft Office and Windows platforms.
• Experience supporting end user programs and researching problems to find long-term solutions.
• Broad knowledge of PC/mobile hardware and Remote PC control tools.
• Ability to coordinate with outside vendors on support issues.
• Certifications are a plus.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have the ability to be proficient in electronic medical record and current practice management system, Microsoft Office products including Office 360 application and Excel.