IT Support Tech

Responsible for installing, maintaining, and troubleshooting PC hardware and peripheral components. Installs and verifies correct operation of software packages, including operating systems and typical office programs. Provides training and technical assistance to end-users.

Responsibilities

• Provides Workstation (Personal Computer, laptop, tablet, etc.) related support for the end-user.
• Troubleshoots, repairs, and inspects end-user hardware and software.
• Assesses end-user reported workstation hardware and software issues to determine the root-cause and provide appropriate remedial service.
• Identifies trends relative to such matters and recommends long-term solutions.
• Answers computer-related questions and provides on-site end-user training as needed.
• Assists end-users in navigating Information Technology processes including submitting requests and trouble calls.
• Expertly resolves or assists others in resolving all normal Service calls.
• Provides on-site hardware and software modifications for end-users in support of production applications as necessary.
• Responds to the needs and concerns of end-users relative to accessing network resources.
• Collaborates with other Information Technology technicians to provide end-user support as necessary.
• Installs and tests end-user computer hardware and software as assigned. Devices include: PCs, laptops, tablets, printers, IP phones, mobile devices, and support for both wired and wireless.
• Configures setups/repair for devices.
• Works with other IT technical teams as necessary.
• Maintains technical expertise by improving personal knowledge of personal computer technology and associated software through reading, online training courses, and any avenues provided by the IT department.
• Tests new equipment (hardware and/or software) and determines how best new equipment can be deployed.
• Provides general support at the device level for network connection and inspection.
• Collaborates closely with Telecom and/or Networking to add new devices such as printers and vendor connections.
• Defines tasks and creates team work plans with moderate supervision.
• Delegates work to others and monitors progress.
• Identifies issues affecting work progress and recommends solutions.
• Assists Senior staff in controlling project costs, communicating any project-related expenses, and recommends ways to control costs (if assigned).
• Apprises schedule variances and potential scope changes, tasks, goals, and milestones in status reports and/or to appropriate personnel.
• Measures progress toward goals and revises work plan accordingly.
• Participates with management personnel in planning, direction, and coordinating operational and/or procedural matters to meet goals and objectives.
• Functions as the project coordinator when assigned by management, including project time management, task and personnel coordination, and scope management.
• Follows the hospital’s project management methodology.
• Provides Project Coordination Services to customers as assigned.
• Delegates work to Associate staff and monitors progress.
• Assures project changes or additions are updated using appropriate Project Management Toolsets.
• Organizes and prioritizes multiple simple to moderately complex assigned tasks.
• Provides input into the assessment of appropriate work effort for a task or project.
• Participates in mentoring, training, and development of other employees.
• Assists and mentors co-workers.
• Seeks and respects the views of others, including patients/families and customers when appropriate.
• Creates and updates internal documentation for team members to use.
• Coaches and provides support/encouragement for employees to exceed their own expectations.
• Acts as a liaison for repair vendors of medical equipment, coordinates service and service contracts for medical equipment, documents medical equipment service, performs preventative maintenance on medical equipment, and basic repair of medical equipment (applies to some WVU Medicine Sites).

Requirements

• Associate degree in Information Technology or technical-related field OR two (2) years’ experience with personal computer hardware and software support.
• Three (3) years’ experience with personal computer hardware and software support.
• This position may require additional certification in support of the responsibilities of the position, which will be provided by WVUHS Information Technology. Certification completion will be required within four months of formal certification training completion.
• Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.

Preferred Qualifications

• A+ Certification, CCNA, MCP, or MCSE.

Skills

• Ability to handle and maintain confidential information.
• Ability to work well under high stress conditions.
• Ability to work independently or cooperatively as a team member.
• Ability to adapt to various workloads and assignments.
• Ability to work with multi-disciplinary groups and facilitate meetings.
• Reading and comprehension ability.
• Typing skills.
• Good oral and written communication skills.
• Ability to prioritize tasks.
• Independent decision-making ability.
• Ability to work in a fast-paced and rapidly changing environment; must be flexible.
• Ability to sit for extended periods of time.

Physical Requirements

• Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping are necessary body movements utilized in performing duties through the work shift.
• Employee must be able to respond quickly to visual and audible alarms generated by the systems that automatically monitor network devices.

Working Environment

The work environment is a standard office environment.

Schedule

Scheduled Weekly Hours: 40

Shift: United States of America (Non-Exempt)