CSS Tech II - IS CLIENT SUP SVC

Responsibilities

• Works extensively with the incident management system and fulfills end user requests and resolves issues on computing devices in accordance with established SLAs and IS/Field Services procedural standards.
• Provides major project support in addition to moves, adds and changes for hospitals, doctor’s offices, and community health centers according to project schedules.
• Triages and prioritizes incoming issues according to guest impact, patient safety and project timelines.
• Adapts to constant changes in the technology environment brought in to support clinical and business initiatives.

Requirements

• Education: Associate degree or equivalent combination of education, certification, and experience.
• Work Experience: 3+ years of relevant IT (Information Technology) experience required.
• Licenses, Certifications and Registrations: Obtain applicable certifications within 2 years of hire, when required. ITIL (Information Technology Infrastructure Library) certificate (Information Technology Infrastructure Library) CompTIA A+ Certification (Computer Technology Industry Association).

Skills

• Character: Serves with humility. Has a seek-first-to-understand mentality. Is a caring servant leader. Seeks wisdom. A self-starter in developing themselves. Driven by curiosity to proactively learn and innovate. Has the heart of a learner. Builds trust. Develops healthy, collaborative relationships.
• Competencies: Works within the defined standard processes, systems, and frameworks. Demonstrates flexibility, adaptability, and prioritization skills.

Essential Functions

• Provides prompt support for customer issues, identifying the root cause and developing creative solutions to correct problems.
• Consistently utilizes critical thinking and analytic abilities in seeking and resolving issues.
• Provides dedicated desktop environment support to an assigned location or business area/function (hospitals, Health Centers and remote locations).
• Trikes desktop support incidents: responding to break/fix service requests, identify and resolve workstation issues remotely or by visiting end-user PCs and documenting all resolutions.
• Participates in the deployment of new applications and technologies to workstations and computing devices by becoming subject matter experts and collaborating with vendors and other IS organizations.
• Leads in the hardware request process (receive, assess, deliver and install) and support moves, adds, and changes for departments.
• Provides major project support for large department-wide and hospital-wide efforts including new construction projects in sometimes compressed schedules.
• Mentors and trains through on-the-job knowledge transfers and knowledge documentation.
• Participates in the on-call schedule to provide as-needed support during off-hours.
• Leads in IS related projects as directed and assists with technology refresh, inventory management, system imaging/staging, and materials distribution.
• Performs the responsibilities of a Desktop Technician as needed.