Duties
This Is An Evening Position 7 On / 7 Off
Overview:
Support position for all aspects of computer use and application availability. Responsible for providing technical assistance and support related to computer systems, hardware, or software. Strong aptitude in OS repairs, Spyware removal, virus removal, and upgrades. As the first support contact for users, this position will be responsible for analyzing hardware or software issues, isolating the problem, and resolving it. If second tier support is required the Help Desk Agent I will gather all pertinent information and supply documentation of initial analysis, and escalate to the second tier by way of ticket assignment. Tasks include but are not limited to end-user support, upgrades and configuration, prevention PC maintenance, scheduled job runs and backups, and system monitoring. Respond to telephone calls, emails and personnel requests for technical support. Able to react to change productively and handle other essential tasks as assigned. Clearly communicate technical instructions or solutions in a user-friendly, professional manner. Track and monitor the problem to ensure resolution and serve as primary contact for the end users. The employee is subject to call back and overtime as required by the hospital.
Responsibilities:
Responsible for analyzing, classifying, and logging all requests in the Help Desk software. The process includes criticality, resource requirements, and information provisioning. Tracks and monitors the problem to ensure a timely resolution
Conduct preventative maintenance rounds taking responsibility for assigned areas
Take ownership of various processes or projects working on them during non-peak call times or designated times and provide backup support in a team environment
Assist with onboarding of new users
Performs minor desktop hardware repair or replacement
Demonstrate performance and accountability by adhering to predefined metrics. Metrics include but are not limited to: logging in time, not ready time, average talk time, call presented, calls answered, calls returned to queue, and calls returned by time out
Maintain professional competency through research, study, and continuing education programs within and outside the hospital
Actively supports the six pillars of the organization: High-Quality Healthcare, Compassionate Customer Service, Employee Satisfaction, Financial Strength, Community Value, Ethics and Compliance. Success in this endeavor will be reflected in the Quality Plus Indicators published monthly for the department
Completing all hospital-wide orientation, complying with policies, and accepting personal responsibility for in-service requirements
Performs related responsibilities as required or directed
Qualifications
Education:
Requires Associate's degree or Vocational/Technical School certification
Experience:
0-3 years of experience in the field or in a related area
Knowledge, Skills, and Abilities:
Basic knowledge of computer operations, maintenance, and support are highly desirable
Required to provide basic support for personal computers, personal computer operating systems, and peripheral equipment
Has knowledge of commonly used concepts, practices, and procedures within a particular field
Strong communication skills and ability to work in a team environment
Must demonstrate the ability to handle multiple tasks simultaneously
Ability to follow instructions and pre-established guidelines to perform functions of the job
How to Apply:
Apply online at: https://careers-westtennesseehealth.icims.com/jobs/39423/pc-support-specialist-i/job
Hours: Evening 7 ON / 7 OFF
date posted: 02-04-2020