IT Support Engineer

About the Role

Under general supervision, this position is responsible for the deployment and support of end-user computing (EUC) hardware, software, and applications in a clinical and business environment. Recommends, installs, configures, maintains, troubleshoots, and tests end-user computer hardware and software. May be required to administer user accounts, peripheral devices, and workstations. Models appropriate behavior as exemplified in The Methodist Mission, Vision, and Values.

Responsibilities

• Recommends, installs, configures, maintains, troubleshoots, tests, and supports end-user hardware and software applications.
• Participates in various projects, equipment moves, and system implementations.
• Escalates calls appropriately and works with staff and other technical resources to ensure customer issues and concerns are addressed.
• Accurately documents and updates systems used to track and monitor calls and equipment.
• Analyzes customer requests and recommends hardware or software solutions that meet their needs in accordance with established standards.
• Recommends technical solutions or procedural changes that will reduce expenses, enhance productivity, or increase customer service.
• Responds to customer calls and resolves issues in a timely manner. Provides Manager, customers, and vendors with timely and accurate information.
• Effectively communicates with appropriate parties, both verbally and in writing. Informs Manager of any security concerns or policy violations.
• Provides technical training and educational sessions to individuals or groups.
• Develops, reviews, and modifies documentation as needed.
• Demonstrates continued growth in professional capabilities and maintains competence in current and evolving information technology.
• Performs other duties as assigned.

Requirements

• Associate's Degree in Computer Sciences (required).
• Associate's Degree in Information Technology (preferred).
• High School Diploma or Equivalent (preferred).
• 3-5 years of end-user support experience (required).

Skills

• Demonstrated expertise in Information Technology support.
• Familiar with IT Service Management (ITSM) best practices, concepts, and procedures.
• Broad knowledge of hardware equipment and software applications.
• General understanding of IT and the functional duties of various support groups.
• Demonstrated ability to work with minimum supervision and to exercise sound judgment and initiative.
• May be assigned to independently support various facilities for prolonged periods.
• Ability to understand complex verbal and written communications, and respond verbally or in writing as appropriate.
• Ability to read and understand technical manuals and other documentation to determine correct action, safety precautions, and other conditions of proper hardware and software operation.
• Ability to work varying hours due to project needs, system downtime, or hardware/software failures.
• Ability to handle stressful working conditions due to tight project schedules and hardware or software problems.
• Ability to use small hand tools and manipulate small equipment components such as screws, nuts, or other fastening devices.
• Ability to set priorities, coordinate multiple tasks, organize tasks, and maintain control of workflow.
• Subject to mandatory on-call duties and callback at all times.
• Must provide own transportation and ability to travel to any area of the organization, both local and remote as needed.

Physical Demands

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• Heavy work - exerting up to 100 lbs. of force occasionally and/or up to 50 lbs. of force frequently.
• Close visual acuity required for preparing and analyzing data, transcribing, viewing a computer terminal, or extensive reading.
• Not substantially exposed to adverse environmental conditions; typical office or administrative work conditions.
• Intermittent exposure to noisy computer equipment.
• Frequent travel to other Methodist Le Bonheur locations may be required.