Technical Support Coordinator

Reports to the Manager, System Infra Tech. Responsibilities include coordinating and monitoring the personal computer (PC) replacement program for Beacon Healthcare System. Coordinates the timely delivery of PCs to end-user departments. Serves as a point person who contacts vendor(s) for the purchase of authorized computer equipment and software programs. Installs new and replacement computer equipment and provides maintenance of equipment. Provides support of PC-related software and operations and serves as a technical resource to the Technical Support Specialists.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Assists the Manager, System Infra Tech in maintaining state-of-the-art hardware and software which meets the ongoing needs of Beacon Healthcare System end-user departments by:

• Coordinating and monitoring the PC replacement program.
• Serving as a "point person" by contacting vendor(s) for the purchase of computer equipment and software programs.
• Negotiating prices with vendors as necessary.
• Ensuring that appropriate approvals are obtained prior to an order being placed and placing the order in a timely manner. Also providing information to the end-user department regarding the cost of the hardware and/or software programs and the time frame for delivery.
• Generating purchase orders, resolving PO and invoice issues, and recording capital purchases to maintain records.
• Coordinating the timely delivery of PCs and related software to end users. Also resolving ordering and delivery problems if necessary.
• Serving as a technical resource to the Technical Support Specialists.

Installs new and replacement PC-related hardware and software by:

• Installing new and replacement PCs at end-user departments, as directed by the Manager, System Infra Tech.
• Installing new PC software and verifying that new computer systems are functioning correctly; also providing some training to end users.
• Maintaining required documentation according to established departmental policies and procedures.

Resolves or troubleshoots computer problem areas and provides maintenance for PC equipment (hardware and software) by:

• Contacting Beacon Healthcare System end users, as directed by the Manager, System Infra Tech, in order to diagnose (i.e., inspecting, monitoring, testing, etc.) and resolve PC-related problems.
• Determining steps to be taken in order to correct PC-related problems. Also arranging for corrective action to resolve the problem and, if necessary, serving as a liaison between the end-user department and an outside vendor (repair person).
• Facilitating the delivery of solutions which meet the end-user department''s needs by informing them as to the plan of action required to address their problem and also verifying that these steps are agreeable with the customer.
• Cleaning computer hardware and related equipment as a part of regular maintenance; also preparing required documentation.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Providing excellent customer service at all times. Also communicating with customers and other staff members in a courteous, responsive and helpful manner.
• Maintaining records, reports and files as required by departmental policies and procedures. Assisting in the care and maintenance of Department facilities, equipment and supplies.
• Working cooperatively with other Department staff on a variety of projects. Completing other job-related duties and special projects as directed.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon''s six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of a Bachelor''s Degree in Computer Science and two to three years of related work experience. Demonstrated leadership skills are preferred.

Knowledge & Skills

• Requires the in-depth knowledge of computer operations needed to act as a technical resource to end-user departments and other Information System staff. Also requires a solid understanding of Beacon Healthcare System operations and how they interact with each other in a computerized environment.
• Requires advanced knowledge of computer hardware and software.
• Demonstrates the communication skills (both verbal and written) necessary to communicate effectively with the staff (at all levels) from end-user departments and provide effective training.
• Demonstrates the analytical and problem-solving skills needed to gather, analyze and interpret data and to identify and resolve day-to- day computer needs and/or problems in a timely and efficient manner.
• Demonstrates the interpersonal skills necessary to interact effectively with all levels of Beacon Healthcare Systems associates and vendors and assist with developing and maintaining effective working relationships.
• Demonstrates leadership and organization skills, detail orientation and the ability to work with minimal supervision.

Working Conditions

• Works in an office environment; however, work is sometimes performed in small, cramped areas.
• Work is performed in a fast-paced environment requiring the ability to prioritize workload in order to meet deadlines.

Physical Demands

• Requires the physical ability and stamina (i.e., to lift, hold and carry objects weighing up to 30 pounds, use common computer hand tools, etc.) to perform the essential functions of the position.