Senior Technical Asst Info Systems (NY Helps) - FT - Day Shift

About the role

The role involves providing technical assistance and instruction in the capabilities and use of information systems at the Erie County Medical Center (ECMCC).

Responsibilities

• Provides technical support services around the clock to ECMCC system users.
• First and second level diagnosing, troubleshooting, resolution and documentation of information system problems relating to hardware, software, network, system login and security issues.
• Refers advanced problems to appropriate technical specialists.
• Supports the development of service level agreement (SLA) timelines and attempts to resolve calls within the SLA timeframes.
• Aids in the management of information system user accounts.
• Assists in the creation of training documentation for users to effect the efficient use of information systems.
• Evaluates and analyzes software and systems as required for support.
• Recommends utilization of software to improve workflow and efficiency for day-to-day problem resolution.
• Communicates with system users concerning systems modifications, anticipated downtimes, and procedure changes.
• Documents and forwards recommended system modifications to supervisor.
• Maintains current knowledge of known technical issues and appropriate solutions, information systems and all changes completed or in progress to share with system users.
• Performs set up and installation of hardware and software and participates in system installation and testing.
• Supports ancillary audio/visual equipment.
• Performs asset management by maintaining detailed current records on each customer and asset.

Requirements

• Good knowledge of operating systems, networking and packaged application concepts.
• Good knowledge of automated information systems maintenance and minor repair procedures and techniques.
• Good knowledge of the use, operation and maintenance of data communications equipment and peripherals.
• Working knowledge of the function, design, development and use of information systems.
• Ability to maintain current knowledge of technology trends and best practices.
• Ability to reason with a high degree of logic.
• Ability to communicate effectively with all levels of personnel.
• Ability to explain and demonstrate the use and capabilities of information systems.
• Ability to work well under time constraints and to produce effective results.
• Ability to acquire a broad knowledge base across a wide range of software, hardware and network services and products.
• Ability to apply information systems knowledge to solve problems.
• Ability to establish and maintain effective working relationships with a diverse constituency.
• Ability to work well with others.
• Customer service skills.
• Creativity.
• Accuracy.
• Dependability.
• Courtesy.
• Capable of performing the essential functions of the position with or without reasonable accommodation.

Qualifications

• Possession of a Bachelor’s Degree* in Computer Science, Information Systems, or related field.
• Possession of an Associate’s Degree* in Computer Science, Information Systems or related field and one year of technical customer service experience which included desktop, hardware, network and software problem resolution.
• Graduation from high school or possession of a high school equivalency diploma and two years of technical customer service experience which included desktop, hardware, network and software problem resolution.
• An equivalent combination of training and experience as defined by the limits of A and C.

Skills

• Operating systems.
• Networking and packaged application concepts.
• Automated information systems maintenance and minor repair procedures and techniques.
• Data communications equipment and peripherals.
• Function, design, development and use of information systems.
• Technology trends and best practices.
• Reasoning with a high degree of logic.
• Communication with all levels of personnel.
• Explanation and demonstration of information systems.
• Work under time constraints and produce effective results.
• Broad knowledge base across software, hardware and network services and products.
• Solving problems using information systems knowledge.
• Establishing and maintaining effective working relationships with a diverse constituency.
• Working well with others.

Benefits

Employees hired under NY HELPS may take part in any promotion examination for which they are qualified. There is no examination required for this position during the NY HELPS Program.

Pay

HOURLY RANGE: $26.45 - $34.60

Schedule

Does not specify a particular schedule.