IS Support Technician 2-8135

All KHI employees are expected to perform their respective tasks and duties in a way that supports the organization’s vision of providing the region’s best clinical care and patient service through an environment that fosters respect for others and pride in performance.

About the role

The Support Technician II is responsible for enterprise-wide, remote and on-site technical support for hospital computer systems, peripherals, and the resolution of end-user service/support requests. A core component is the proactive maintenance of end-user devices, PC imaging, and hardware deployment to a high standard of quality. The role requires the ability to investigate, understand, and resolve or escalate complex performance issues, including advanced network connectivity issues, application conflicts, and hardware/peripheral problems.

Responsibilities

• Work with a high degree of autonomy to prioritize, track, document, and resolve service requests.
• Respond to service/support requests from all offices within the KRMC enterprise (main campus, East campus, and community practices).
• Provide reliable transportation for on-site support.
• Join project teams as needed to complete enterprise-level projects, working collaboratively with multidisciplinary teams.
• Maintain current knowledge of new and emerging technologies and processes relevant to the role.
• Resolve user service requests in a timely manner with appropriate communication and follow-up.
• Escalate service requests to higher-level support if resolution exceeds current skills or scope.
• Assist in deploying and installing new applications and enhancements to existing applications as defined by project plans.
• Maintain department documentation regarding service requests and resolutions.
• Ensure compatibility and interoperability of computing systems and peripherals.
• Proactively review existing systems and repair or replace as needed.
• Provide proactive orientation to end users for all modified and new systems deployed.
• Maintain system security and integrity through enterprise antivirus maintenance and escalate issues as warranted.
• Assist IS teammates in resolving system-wide issues.
• Display exemplary customer service with an emphasis on patients, understanding, and maintaining a positive attitude.
• Ensure work is performed in a neat and well-organized manner.
• Address safety issues on sight.

Requirements

• Ability to problem-solve, troubleshoot, and apply logical thinking.
• Excellent communication, listening, and documentation skills.
• Ability to communicate ideas in both technical and user-friendly language.
• Ability to effectively prioritize assigned work and execute tasks in a high-pressure, dynamic environment.
• Ability to work in a team-oriented, collaborative environment.
• Ability to flex shift when needed to accommodate special projects, deadlines, outages, and emergencies.
• Current and valid Arizona driver’s license.
• Three years of experience working with Windows XP and Windows 7 operating systems; enterprise environment experience is a plus.
• Two years of experience building, installing, maintaining, and troubleshooting common devices and peripherals (e.g., printers, scanners, all-in-ones, barcode readers).
• One year of experience installing and troubleshooting basic productivity software (e.g., Microsoft Office, Outlook, Symantec antivirus).

Preferred Qualifications

• Formal education in an Information Technology-related field or technical certifications may be considered in lieu of required experience.
• Working knowledge of other operating systems.
• Experience working with Dell, HP, and/or Fujitsu hardware.
• Two years of experience with hard drive imaging tools and processes (e.g., Pre-boot Execution Environment, Symantec Ghost, Altiris, Dell KACE).
• One year of experience using remote connection utilities to connect to remote devices for service.
• Specific experience with Altiris or Dell KACE.
• Two years of experience working directly with a customer base in a dynamic environment.
• Experience working as part of a multidisciplinary team to accomplish organizational goals.
• Experience working with an enterprise wireless infrastructure.
• Experience working with information technology within a healthcare environment.
• Certifications: Microsoft MCTS, CompTIA A+, Network+, HDI Support Analyst, Wireless technology.

Special Position Requirements

• Exposure Category III: Expected duties do not have potential for exposure to blood, body fluids, or tissues.
• Part of an on-call rotation.
• Travel to other campuses and off-site departments required.
• Ability to sit or stand for extended periods of time.
• Ability to walk flights of stairs multiple times a day.
• Lifting and transporting moderately heavy objects (50-75 lbs).
• Appropriate transportation for completing assigned duties.
• Ability to maintain composure in difficult and stressful situations.