Department: IT                                          Postualte
Reports To: Director of IT
FLSA Status: Exempt
Revision Date: July 2016

Position Summary

The IT Support Manager provides technical assistance to domain users. The IT Support Manager may answer questions and resolve computer and network related problems for clients in person, via telephone, and trouble tickets. This will include, but not be limited to, use of computer hardware and peripheral devices, operating systems, software, and other information system related technologies.

 

Essential Duties & Responsibilities

• Develop intimate knowledge of the current design, architecture and implementation in order to provide effective support and enhancements to NEC IT systems
• Work with internal clients to plan and implement new features and reports that enhance the core system components in order to improve productivity and directly impact revenue
• Architect, design, develop, test, and deploy scalable and high performance data analytics, data mining and reporting components
• Invent new and more efficient ways of analyzing and presenting complex data that guide critical business decisions
• Oversee the daily performance of desktop systems
• Answer user inquiries regarding computer software or hardware operation to resolve problems
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Refer major hardware or software problems or defective products to vendors or technicians for service
• Train others in the proper use of hardware or software
• Determine requirements for new systems or modifications
• Train and mentor junior team members on information technology best practicesPerform other duties as assigned

Performance Improvement

• Participate in performance improvement activities as necessary
Customer Service
• Maintain confidentiality of patient related issues
• Demonstrate effective interpersonal skills
• Treat all patients, visitors, and staff members fairly and with respect
• Utilize effective communication methods and skills
• Explain all procedures, treatments, and care while remaining aware of language barriers
• Able to perform care in non-judgmental manner and recognize discrepancies between patient and personal beliefs

ER Policy

• Ensure personal appearance is clean and neat. Dress code is business casual.
• Responsible for wearing ER identification at all times
• Remain flexible in staffing patterns and resolution of staffing conflicts; participates in temporary assignments
• Compliance with attendance standards
• Demonstrate flexibility when changes in assignments are necessary

Qualifications

EDUCATION & EXPERIENCE
• High School Diploma required.
• At least 1-2 years of IT Help Desk experience.
LANGUAGE/MATH/REASONING ABILITY
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situation
COMPUTER SKILLS
• Computer Skills including experience with:
o Windows Desktop
o Windows Server
o Microsoft Active Directory
o Microsoft Office
CERTIFICATE/LICENSES
• CCNA (Preferred)
• A+ (Preferred)
• Security+ (Preferred)

Competencies

• Professional Maturity: The ability to separate emotional feelings from the real issues at hand
• Responsibility: The ability to accept choices you have made and the results they have led to
• Communication: The ability to write and speak effectively; actively listens to others, and give feedback
• Flexibility: Demonstrate responsiveness and adaptability following change initiatives
• Intelligence: Understand information and apply new knowledge
• Energetic: Exhibits high levels of energy and enthusiasm
• Organized: Efficient in structuring tasks to be accomplished
• Computer Savvy: The ability to use technology efficiently and effectively
• Customer Service: The ability to enhance customer satisfaction
• Job Knowledge/Technical Knowledge: Knowledgeable of current role and technical systems, and the impact it has on the organization
• Integrity and Respect: Demonstrates upmost level of integrity
• Interpersonal Communication: Writes and speaks effectively based on the psychological, relational, situation, environmental and cultural dynamics within the situation
• Collaboration and Partnership: Encourages participation from team members
• Manages Change: Demonstrates flexibility with changing environments
• Problem Solving: Resolve issues in a timely manner
• Attention to Detail: Follows procedures to ensure entry of data
• Organization: Uses time efficiently by prioritizing and planning work activities
• Judgment: Ability to make independent decisions
• Teamwork: Works with others to accomplish objectives and shows support for decisions
• Quality: Sets high standards to ensure quality in work performed
• Accountability: Takes responsibility for adhering to all company policies, procures, and performance expectations
Physical Demands
• Requires visual acuity to inspect and analyze work close to the eyes and ability to hear sound with or without correction; Ability to climb, stoop, kneel, reach, stand, walk pull, push lift, and able to exert up to 40 pounds of force occasionally and/or up to 10 pounds of force constantly to move objects
• Moderate physical activity performing somewhat strenuous daily activities of a primarily administrative nature
• The physical demands for this position include: adequate vision, hearing, and repetitive motion
• Ascending or descending stairs, ramps and the like, using feet and legs and/or hands and arms
• Substantial movements (motion) of the wrist, hands, and/or fingers in a repetitive manner
• Bending legs downward and forward by bending leg and spine
• Standing, particularly for sustained periods of time.
• Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
• Raising objects from a lower to a higher position or moving object horizontally from position to position
Work Environment
• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation

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