Technology Support Specialist

DEPARTMENT: TECHNOLOGY INFRASTRUCTURE SVC

FACILITY: Tift Regional Medical Center

WORK TYPE: Full Time

SHIFT: Daytime

SUMMARY:

The Technology Support Specialist is the first line of escalation for technical issues, and is responsible for the resolution of Level 1 calls. The Technology Support Specialist will assist users in a timely and courteous manner while guiding them through the process of the resolution of their issues.

RESPONSIBILITIES:

• Provides general tier 1 support and troubleshooting assistances.
• Answers, coordinates, and assigns support requests in a timely manner.
• Performs diagnostic tests, notes symptoms, gathers relevant problem/malfunction facts and data from users.
• Serves as the technical liaison to the user community and resolves technical issues within the desktop computing environment.
• Contacts Analyst and Engineers for support when necessary to resolve problems and/or outages.
• Documents steps taken to resolve issues for use within the technical support group.
• Completes support request documentation within ticketing system for all customer requests, including walk ups.
• Performs on-site analysis, diagnosis, and resolution of desktop and peripheral problems for a variety of end users, and recommends and implements corrective solutions including off-site repair as needed.
• Receives and responds to incoming calls, pages, and/or e-mails regarding desktop and/or hardware problems.
• Maintains inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
• Recommends, schedules, and performs PC, hardware and peripheral equipment improvements, upgrades, and repairs.
• Assists in developing long-term strategies and capacity planning for meeting future computer hardware needs.
• Supports development and implementation of new computer projects and new hardware installations.
• Serves as liaise with third-party support and PC equipment vendors, when needed.
• Aids in development of business continuity and disaster recovery plans, maintains current knowledge of plan executables, and responds to crises in accordance with business continuity and disaster recovery plans.
• Keeps abreast of pertinent federal, and state regulations and laws and Tift Regional Health System, Inc. ("TRHS") policies as they presently exist and as they change or are modified.
• Understands and adheres to: TRHS' compliance standards as they appear in TRHS's Corporate Compliance Policy, Code of Conduct and Conflict of Interest Policy; and HIPAA and TRHS policies regarding privacy and security of protected health information.
• Demonstrates the ability to perform tasks that meet the age-specific requirements of the persons, patients, vendors, and staff that the employee is charged to interact with as required by the position.
• Offers suggestions on ways to improve operations of department and reduce costs.
• Attends all mandatory education programs.
• Improves self-knowledge through voluntarily attending continuing education/certification classes.
• Maintains required competency levels as identified in written exams, skills checklists, skills labs, annual safety and health requirements as well as service excellence education hours requirements.
• Cross-trains in order to better assist co-workers and to provide maximum efficiency in the department.
• Volunteers/participates on hospital committees, functions, and department projects.
• Manages resources effectively.
• Reports equipment in need of repair in order to extend life of equipment and removes malfunctioning equipment out of service with timely reporting to the appropriate personnel.
• Makes good use of time so as to not create needless overtime.

EDUCATION:

• Associate's Degree in Related Field

or

• Education equivalent experience: High school diploma or equivalent and a minimum of two (2) years of IT experience.

OTHER INFORMATION:

A minimum of one (1) year experience with desktop hardware, Windows OS, Microsoft Office, Skype for business, and Adobe preferred.

Southwell/Tift Regional Health System, Inc. is an Equal Opportunity Employer.