ITS Field Support Spec I / IS East Region

Location: Backus Hospital (10309) | Shift: Rotational On-Call

About the Role

The incumbent will support all aspects of office automation, focusing on customer service and total cost of ownership issues. This role provides support for end users and end user applications, including large-scale computer installations, maintenance, upgrades, and desktop operating systems. The position also involves creating documentation, training users, and managing hardware and software inventory.

Responsibilities

• Supports office technology, including software, hardware, and communications systems.
• Conducts training classes on new products and systems.
• Tests new programs prior to release to ensure desired results.
• Assists help desk staff in researching system problems.
• Deploys computers in mass through imaging and automation processes.
• Installs and loads office automation software such as operating systems, office suites, and related applications.
• Instructs users in the use of equipment, software, and manuals.
• Answers client inquiries regarding systems operation via phone or in person.
• Diagnoses system hardware, software, and operator problems; recommends or performs corrective actions.
• Refers major issues outside operational norms to management for resolution.
• Manages and controls PC hardware and software inventory.
• Attends technical conferences and seminars to stay updated on new software and hardware developments.
• Interacts with employees to promote effective use of information technology.
• Devises logical solutions to operational problems within system limitations.
• Assists in maintaining hardware and software inventory.
• Supports help desk personnel in troubleshooting.
• Assists users with system access and software training.
• Protects and maintains user data at all times.
• Installs, manages, and maintains telephony devices.
• Performs other job duties as assigned.

Qualifications

• Bachelor’s degree in Computer Science or Management Information Systems; equivalent on-the-job training and experience of at least 1 year may be acceptable in lieu of a degree.
• Minimum of 1 year’s functional experience in end user support.
• One year of PC support experience for an installed base of over 150 users in a Microsoft environment.
• Strong troubleshooting skills and ownership of problem resolution.
• Analytical and problem-solving capabilities.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Strong customer-service orientation, good judgment, integrity, and confidentiality.
• Excellent written and oral communication skills.
• Ability to handle stressful situations, critical deadlines, and a technically sophisticated customer base.
• Availability to work nights and weekends during unplanned outages or special circumstances, with 24/7 accountability.
• Healthcare experience is desirable.
• Ability to maintain records, filing systems, and multi-task.
• Ability to work independently.
• Process improvement, quality, and project management skills.

Organizational Competencies

• Attends all mandatory education and training programs, including department-specific requirements.
• Maintains all required CEUs for certifications and licensure.
• Follows hospital exposure control plans for bloodborne and airborne pathogens.
• Adheres to professional attire and personal cleanliness standards as per HHC and department policies.
• Reports to work on time and meets department attendance standards.