Department: IT Postualte
Reports To: Director of IT
FLSA Status: Non-Exempt
Revision Date: May 2016

 

Position Summary

The IT Support Specialist II provides technical assistance to domain users. The IT support Specialist II 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

• Train Computer users
• Answer and respond to e-mails, phone calls, verbal requests, and trouble tickets; in addition to generating detailed trouble tickets for those requests trouble tickets are not automatically generated for.
• Ask questions to determine nature of problem
• Walk customer through problem-solving process
• Install computer hardware and authorized software
• Review and complete trouble tickets daily and provide detailed documentation in regards to the resolution of those trouble tickets in a professional manner
• Wire Management
• Install authorized peripherals for users
• Follow up with customers to ensure issue has been resolved
• Maintain inventory company assets, including but not limited to, hardware and software resources, test equipment, and other peripheral devices
• Documentation of workflow
• Resolve escalated trouble tickets
• Test, install, evaluate, and maintain hardware and software
• Ensure that all aspects of assigned tasks are fully tested and function as intended
• Writes hardware and software evaluations and recommendations for management review
• Writes and revises standard operating procedures
• Participates in deployments
• Perform other duties as assigned

 

Safety/Infection Control

• Demonstrate knowledge of and adhere to regulations and Emergency Center policies and procedures pertaining to safety, emergency preparedness, infection control, OSHA, fire safety and hazardous materials

 

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

 

Emergency Center Policy

• Ensure personal appearance is business casual and professional
• Responsible for wearing Emergency Center identification at all times
• Attend all Emergency Center required meetings and in-service education
• 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, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• 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 solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
COMPUTER SKILLS
• Intermediate computer skills
o Windows Desktop
o Windows Server
o Microsoft Active Director
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

• The physical demands for this position include: adequate vision, hearing, and repetitive motion
• Light physical activity performing non-strenuous daily activities of an administrative nature
• 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

 

Work Environment

• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation

Postulate