Qualifications:Experience: • Five or more years' of relevant, recent technical support experience required. • Experience with: Microsoft Operating Systems including XP, Windows 7, MS Exchange /Outlook environments and browser functions; Symantec suite of products such as Ghost, PC Anywhere, and Norton Anti-Virus; Microsoft Applications including the MS Office Suite, Visio, Project is required and, with other Client-Server applications such as Crystal Reports, Cognos, & Facets is preferred. • Experience creating scripts to automate solutions, deployment of scripts and automation strategies • System analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications. Preferred/Desirable: • Healthcare experience and health information systems are preferred • Microsoft MOUS/Microsoft A+ certification or other MS certifications are preferred • Experience with client-server applications, Citrix, VPN, and Blackberry Support • Experience supporting users and systems in a virtual desktop environment • Experience with beginner level visual basic scripting Certification or Conditions of Employment: • Pre-employment background check Competencies, Skills, and Attributes: • Expert level technical break/fix skills with all versions of Microsoft Operating Systems: Microsoft Windows 7 & XP, MS office products, and other MS productivity tools. • Highly skilled in Anti-virus software, PC imaging, computer security methodology • Thorough knowledge of LAN/WAN/Networking concepts and troubleshooting tools, including networking and routing. Can demonstrate network troubleshooting techniques; include TCP/IP tools troubleshooting skills from patch panel to client PC. • Scripting experience with any of the following tools: Wise, SMS, Desktop Authority, VB, DOS. • Demonstrates prioritization and multi-tasking skills and works well under pressure • Ability to script, package and deploy software. Working Conditions and Physical Effort: • Incumbent must be able to lift a minimum of 50 lbs. on an ongoing basis in support of Service Desk hardware accountabilities
Responsibilities: Acts as a senior hardware and software technical support resource. May coach or act as an escalation point for peers. Individual is expected to operate with minimal supervision and is expected to make decisions independently when needed. Escalates IT Tier 2 tickets appropriately after all prerequisites have been completed. Coordinates with other IT Tier 2 areas to resolve incidents and complete service requests as necessary. Responsible for creating, reviewing, and updating knowledgebase documentation. Responsible for packaging and deploying software using automated tools such as batch files, login scripts, GPO's, Desktop Authority, PS Tools, and others. Responsible to maintain desktop patching environment and asset management through the use of tools such as WSUS & Desktop Authority. Responsible to manage projects and serve as a Technical Lead on projects. Responsible to serve as a point of contact when the IT Client Services Manager is out of the office. Excellent time management skills with the ability to assist in team work load management. Individual consistently demonstrates initiative. Accountable for consistently delivering excellent customer service, while striving to exceed standard levels of service and support. Work on complex problems or assignments of a large scope. Analysis of situations or data. Performs assignments characterized by technical depth and breadth, and possesses a solid understanding of business variables/dynamics. Independently applies specialized skills, conceptual knowledge, training, methods, techniques, and experience. Assignments may be complex in nature, non-routine, and diverse. Research software solutions and make recommendations. Key Functions/Responsibilities: • Coach peers and acts as an escalation point for Service Desk support. • Responsible to maintain desktop patching environment and asset management through the use of tools such as WSUS & Desktop Authority. • Responsible for tracking and reporting on licensed software. • Responsible for testing software upgrades and new software to ensure there are no conflicts with existing software. • Provides advanced level technical support for all PC hardware, software, and peripherals, while assisting in maintaining the stability of LAN/WAN connections and maintaining a consistent high level of quality ensuring all details of requests are met within defined and documented Service Desk SLA's. o Maintains highest level security when granting access to network resources and IT access areas. • Consistently adheres to defined Service Desk processes and procedures. o Records, tracks, and reports on all customer incidents and service requests through to completion within defined and documented Service Desk SLA's. • Acquires and maintains an advanced level of knowledge for supported products and support policies. • Proactively research and stay abreast of new technology including to but not limited to: Windows 7, Office 2010 and Desktop/Laptop security solutions. • Responsible to script solutions as well as package and deploy software using automated tools. Research, recommend and implement new technology solutions and strategies to improve efficiencies of the BMCHP computing and Service Desk environments. • Provides emergency 24X7 technical support as needed with some travel required • Regular and reliable attendance is an essential function of the position. Supervision Exercised: • May provide technical supervision to less experienced staff as needed. Supervision Received: • Indirect supervision is received weekly
Comments/Special Instructions This is a temp to full time position after 3 month observation period. •
Last updated on Jan 17, 2017