Technical Specialist

Description

SUMMARY:

Provide technical assistance to computer users.  Provides resolutions for users in person, via telephone or electronically. Will provide expertise concerning the use of computer hardware and software, including printing, OS and software installation, word processing, e-mail and related medical applications. Will provide general maintenance for other systems such as phones, UPS’s, nurse call systems and mobile devices.

ESSENTIAL JOB FUNCTIONS:

Responsibilities:

• Oversee the daily performance of computer systems.

• Manage front line inquires via helpdesk software, escalate to other staff when necessary.

• Answer user inquiries regarding computer software or hardware operation to resolve problems.

• Setup equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

• Maintain records of daily actions within helpdesk software for each incident addressed.

• Read technical manuals, confer with users, and conduct computer diagnostics to obtain problem resolutions.

• Work with vendors to obtain hardware and software resolutions.

• Provide basic end user training and documentation.

• Confer with staff, users and management to establish requirements for new systems or modifications.

• Perform basic web site maintenance, planning, and development.

• Setup user logins and permissions as required.

• Assist with Windows server maintenance.

Safety:

• Obeys safety rules of St. John’s United

• Identifies, reports, and/or corrects obvious safety hazards

• Attends mandatory safety in-services

Mission/Customer Service:

Supports the growth and actively engages in the Eden Alternative philosophy, including a work environment with plants and animals.

Follows the St. John’s Guidelines for Customer Service

• Let the Mission be your guide

• Make eye contact and smile

• Greet & welcome each and every person

• Seek out personal contact

• Provide immediate service-listen & act

• Use appropriate body language at all times

• Be gracious to each & every person

Employee Responsibilities

• Follows policy and procedures on annual TB testing.

• Follows policy and procedures on annual influenza vaccinations.

• Attends all mandatory in-services

Requirements

REQUIREMENTS:

• College diploma or university degree in the field of business, computer science, information systems, or related field and/or 2 years similar work experience and/or currently enrolled in school for related degree.

• Computers and Electronics — general knowledge of circuit boards, processors, chips, electronic equipment, computer hardware and software, including applications and programming.

• Excellent customer service and analytical skills.

• Ability to build and maintain collaborative relationships across departments and business units.

• Technical knowledge of and experience with personal computers, servers, LAN/WAN, voice systems, and handheld devices.

• Knowledge of information systems concepts and terminology to include basic network topologies and troubleshooting.

• Knowledge of Windows Active Directory.

• Strong knowledge base of Windows operating systems.

• Excellent typing, written, oral, interpersonal, and presentational skills.

• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.

• Good understanding of the organization’s goals and objectives.

• Highly self-motivated and directed.

• Industry certifications are a plus

• Skilled at managing multiple priorities

• Experience working in a team-oriented, collaborative environment.

PHYSICAL DEMANDS:

• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

• Lifting, transporting and setup of moderately heavy objects, such as computers and peripherals.

WORKING CONDITIONS:

• Occasional travel between training locations required.

• Sitting for extended periods of time.

• Normal Health Care environment.

• Work involves exposure to plant and animals within the environment.

The examples of essential job functions identify the major duties and requirements for the performance of this job and do not identify all duties, responsibilities and requirements performed by positions in this class.