Description
JOB PURPOSE OR MISSION: Provides support and quality service to client community by installing, inspecting, maintaining, troubleshooting and repairing personal computers, peripherals, network printers, and telecommunications. Support includes issues relating to system access, hardware, application software, and basic network communication issues. Documents, tracks and monitors issues to ensure timely resolution and customer satisfaction. Serves as a technical resource between Information Systems and the end user community for the daily operational issues related to desktop networking, desktop administration, application accessibility on personal computers, Tier 1 service of printers, Voip phones, and mobile devices.
PERFORMANCE CRITERIA
CRITERIA A: Everyday Excellence Values - Employee demonstrates Everyday Excellence values in the day-to-day performance of their job.
PERFORMANCE STANDARDS:
• Demonstrates courtesy and caring to each other, patients and their families, physicians, and the community.
• Takes initiative in living our Everyday Excellence values and vital signs.
• Takes initiative in identifying customer needs before the customer asks.
• Participates in teamwork willingly and with enthusiasm.
CRITERIA B: Corporate Compliance - Employee demonstrates commitment to the Code of Conduct, Conflict of Interest Guidelines and the GHS Corporate Compliance Guidelines.
PERFORMANCE STANDARDS
• Practices diligence in fulfilling the regulatory and legal requirements of the position and department.
• Maintains accurate and reliable patient/organizational records.
• Maintains professional relationships with appropriate officials; communicates honesty and completely; behaves in a fair and nondiscriminatory manner in all professional contacts.
CRITERIA C: Personal Achievement - Employee demonstrates initiative in achieving work goals and meeting personal objectives.
PERFORMANCE STANDARDS
• Uses accepted procedures, policies, and practices to complete assignments. Uses creative and proactive solutions to achieve objectives even when workload and demands are high.
• Adheres to high moral principles of honesty, loyalty, sincerity, and fairness.
• Upholds the ethical standards of the organization.
CRITERIA D: Performance Improvement - Employee actively participates in Performance Improvement activities and incorporates quality improvement standards in his/her job performance.
PERFORMANCE STANDARDS
• Optimizes talents, skills, and abilities in achieving excellence in meeting and exceeding customer expectations.
• Initiates or redesigns to continuously improve work processes.
• Contributes ideas and suggestions to improve approaches to work processes.
• Willingly participates in organization and/or department quality initiatives.
CRITERIA E: Cost Management - Employee demonstrates effective cost management practices.
PERFORMANCE STANDARDS
• Effectively manages time and resources.
• Makes conscious effort to effectively utilize the resources of the organization — material, human, and financial.
• Consistently looks for and uses resource saving processes or ideas.
CRITERIA F: Employee Safety - Employee actively participates in and demonstrates effective employee safety practices.
PERFORMANCE STANDARDS
• Employee effectively communicates, demonstrates, coordinates and emphasizes employee safety.
• Employee proactively reports errors, potential errors, injuries or potential injuries.
• Employee demonstrates departmental specific employee safety standards at all times.
• Employee demonstrates the use of proper safety techniques, equipment and devices and follows safety policies, procedures, and plans.
JOB FUNCTIONS
ESSENTIAL JOB FUNCTIONS include, but are not limited to:
1. Functions as technical desktop liaison between IS Department and end user community, internally or externally.
PERFORMANCE STANDARDS:
• Provides education to all staff regarding Information System's desktop hardware or software.
• Assists all staff in identifying cause and solution to computer, printer, and phone issues.
• Provides cross-training for other members of the Information System's staff with regard to appropriate desktop use and/or functionality.
• Works directly with the System Administrators to establish priorities, while administering multiple tasks concurrently when needed.
• Follows-up with client after installation/repair to assure the client is satisfied with work performed.
2. Provides technical expertise in evaluation of computer programs and applications; supports implementation and maintenance of all Information Technology hardware.
PERFORMANCE STANDARDS:
• Researches new developments in hardware and software and keeps abreast of the latest developments and studies involving computer-related procedures and methods.
• Works collaboratively with both internal and external technical experts to ensure programs and applications meet the needs of all customers.
• Works with Information System's technical staff in development of education, literature and training programs to optimize end users' ability to interact effectively with computer programs and hardware.
• Develops and implements data driven performance improvement methodologies. Maintains accurate records for use in evaluating organizational performance. Identifies ways of improving current services and consults with management on issues and problems. Participates in testing of systems or applications before implementation to ensure functionality.
• Ensures accuracy and integrity of all inventory or tracking databases for desktop services.
• Monitors tickets, e-mail and voicemail for outstanding problems and responds within 24 hrs of receiving trouble ticket to ensure excellent customer service.
• Makes repairs to hardware and peripheral components such as monitors, keyboards, printers, and drives.
• Coordinates activities with help desk, network services, or other information systems group.
• Ensures security, integrity, and privacy of BRGHS data following organizational policies and procedures.
• Must be able to lift, push, and/or pull computers, printers, carts and associated peripherals for installation and/or maintenance.
3. Perform Help Desk Support Duties
Perform in close coordination with internal IS teams for coordination of service desk request management.
Must be able to work on own initiative and work within the team ensuring all Service Desk technical objectives are delivered to the highest standard.
Maintain project and support SLA targets.
Pursue first call resolution and review Service Center tickets for request.
4. Performs all other duties as assigned.
EXPERIENCE REQUIREMENTS
Two to three years of experience in troubleshooting and repairing personal computer hardware and software installation / distribution required.
Experience supporting MS Office 365, web based applications, and remote control/management applications.
Experience identifying and resolving hardware issues for laptops, desktops, printers, and mobile devices.
EDUCATIONAL REQUIREMENTS
Associates Degree in Computer Technology or 2 years experience in a related field required.
Microsoft Certified Desktop Professional (MCDSP) or 2 years experience with MS Desktop applications required.
SPECIAL SKILL, LICENSE AND KNOWLEDGE REQUIREMENTS
Good interpersonal/human relations skills.
Good oral and written communication skills.
Problem solving and critical thinking skills.
Must provide own transportation to multiple customer locations within established timeframes.
Ability to think critically to determine source of problems and determine resolution.
Excellent skills of planning, organizing, customer service, record keeping and controlling cost.
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