Works under the supervision of the Manager IT Infrastructure. Provides technical customer support to end users across the organization for computer hardware, software, printers, scanners, other technical equipment, and various applications. Responsible for installing and configuring computer hardware, software, systems, networks, printers, scanners, and other end user equipment. Follows all systems policies, procedures, standards and support documentation requirements to ensure the highest-level of Information Technology Department services. Primary contact for all incoming calls and email requests for technical support. Must communicate effectively to convey complex technical information and uphold customer service standards. Prioritization and escalation skills are essential to ensure timely resolution of issues. A constant realization that decisions and results of work impact all users throughout the organization. Identifies, researches, and relies on experience and judgment to resolve problems. Documents, tracks, and monitors problems and outages using help desk management software, contributing vital knowledge-base data for statistical study and development of solutions. Demonstrates knowledge of a variety of field concepts, practices, and procedures. Interacts with all Campbell County Health employees and departments onsite and remote with a customer service . Manages physical hardware/application configurations as well as virtual desktop application loads and user troubleshooting. The highest standards of customer service are expected for this position because it is the first point of contact with end users.
PRIMARY JOB DUTIES
Provides technical telephone, email and chat support for internal end users on a variety of hardware and software problems including operating system support, application support, system access problems and database support. Maintains Help Desk tracking system; inputs problem description in Help Desk tracking system and assist with maintenance. Responsible for maintaining the documentation of desktop preparation and deployment procedures. Act as a liaison with vendors for the resolution of desktop hardware problems. Develops positive working relationships with all departments, managers, physicians, and staff at CCH. Assist users with their operation system, application and hardware problems.
Works closely with network and system teams to diagnose and troubleshoot network outages, maintain network configuration for users and their components/cabling, maintain user accounts and reboots servers and routers. Works with other Information Technology staff to determine various hardware make and model choices based on performance, application requirements and cost effectiveness.
Constantly strives to provide the highest level of customer service. Follow up with customers to ensure their technical issues are resolved. Maintains goodwill, cooperation and productive relationships for those customers suffering anxiety and frustration with technical issues. Identifies opportunities to improve security, data integrity, and streamline workflows.
Demonstrates personal commitment to the principles, values and ethics of the organization and department while complying with the hospital’s corporate compliance program including, but not limited to, the Code of Conduct, laws and regulations, and hospital policies and procedures. Models accountability for learning by sharing knowledge and learning from others
Researches and recommends hardware and software purchases for CCH personnel. Obtains quotes for repair costs and maintenance. Contacts vendors for product information and price quotes. Contacts service contractors as needed.
Must be free from governmental sanctions involving health care and/or financial practices, participate in the On Call schedule and perform other duties as assigned.
High School diploma or GED required. Prefer a technical certificate or two-year technical degree from an accredited institution in addition to high school diploma or GED. Hands-on work experience can be substituted for technical certificate or technical degree.
Ability to manage multiple projects simultaneously while maintaining high customer service standards
Having a working knowledge of common information technologies and systems
Experience with desktop operating systems including Windows 7 and Windows 10
Experience supporting Virtual Desktop Infrastructure/VMware Horizon a plus
Ability to communicate complex concepts to a general audience
Proven ability to troubleshoot common IT problems
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Prefer experience with technical writing for documentation or instruction. Strong documentation skills.
Highly self-motivated and directed.
Keen attention to detail with a proven analytical and problem-solving ability
Proven exceptional customer service orientation and skills.
Likes to work in a team-orientated, collaborative environment
Prefer hardware and software certification such as, A+ or be willing to achieve A+ certification in first 12 months of employment
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to stabilize and de-escalate tense customer service situations when required
Ability to sit for extended periods of time and the ability to walk a medium distance when required. This position will cover the entire organization and will vary from long moments of sitting to extended periods standing or walking
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Essential Sensory Requirements: Adequate vision, hearing and speech required to perform assigned duties.
Exposure to Hazards: OSHA CATEGORY III. TASKS THAT INVOLVE NO EXPOSURE TO BLOOD, BODY FLUIDS, OR TISSUES, AND CATEGORY I TASKS ARE NOT A CONDITION OF EMPLOYMENT. The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere might encounter potential exposure to body fluids). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way. Tasks that involve handling of implements or utensils, use of public or shared bathroom facilities or telephones, and personal contacts such as handshaking are Category III Tasks. Employees working in healthcare facilities have the potential to be exposed to hazardous materials including: Hazardous Chemicals/Drugs, Waste Anesthetic Gases, Radiation, Latex, Biological Hazards, Respiratory Hazards and Ergonomic Hazards. See Hazardous Materials in the Workplace Policy.
Employment Type (feed only)