Computer Support Specialist

About the Role

Responsible for providing computing support to Bryan Health physicians, employees, Community Connect partners, students, and vendors. Provides first-level problem determination, incident recording, problem resolution, and escalation for IT-supported products and services. This includes support for networks; PC and Macintosh desktops; desktop application software; online education software; peripheral devices; and other hardware.

Responsibilities

• Commits to the mission, vision, beliefs, and consistently demonstrates core values.
• Monitors Data Center functions, interfaces, environmental, and systems in accordance with established IT standards.
• Resolves first-level computer support problems reported to the IT Service Desk, including hardware, software, and application issues.
• Provides first-line technical assistance via phone, email, chat, or ticketing system.
• Diagnoses and resolves issues related to hardware, software, printers, mobile devices, network connectivity, and user accounts.
• Guides users through step-by-step solutions and escalates complex issues according to established workflows.
• Delivers professional, clear, and empathetic communication while managing high call volumes.
• Documents interactions thoroughly in the ticketing system and uses Knowledge Base articles to resolve issues.
• Assists with service outages by gathering user impact details and participates in shift turnover/handoffs.
• Maintains downtime logs, performs assigned tasks on run schedules, and monitors daily backups.
• Controls and documents physical and remote access to systems.
• Works with vendors and IT staff to resolve issues, maintains loaner laptops, and provides support for meeting room audio-visual equipment.
• Maintains physician lounge computer equipment.
• Replaces computers, keyboards, mice, scanners, and installs RAM.
• Troubleshoots Optiflex devices on patient care units.
• Communicates problem information concisely for follow-up by external and internal service personnel.
• Maintains professional growth through seminars, workshops, and professional affiliations.
• Participates in meetings, committees, and department projects as assigned.
• Performs other related projects and duties as assigned.

Requirements

• Knowledge of personal computers and software applications related to data, networking, software, hardware, and customer equipment.
• Knowledge of computer security procedures and practices.
• Skill in operating data center equipment and facility computer hardware.
• Skill in conducting problem analysis and troubleshooting computer problems.
• Ability to multi-task, prioritize work demands, and work with minimal supervision.
• Ability to effectively interact with clients having a broad range of computer knowledge and ability.
• Ability to identify problems, take appropriate action, and implement solutions or escalate as required.
• Ability to communicate effectively both verbally and in writing.
• Ability to engage in crucial conversations with desired outcomes.
• Ability to problem-solve and use independent critical thinking skills.
• Ability to maintain confidentiality relevant to sensitive information.
• Ability to maintain regular and punctual attendance.

Qualifications

High School graduate or equivalent required. Associate’s degree or additional coursework in computer science or related field preferred.

Physical Requirements

Characterized as medium work requiring exertion of 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.