Systems Support Technician I - LHDCMC

Position Objective:

Performs level 2 computer and systems associated functions in a help desk atmosphere including answering phones, providing technical support to end users from all DCMC locations and document calls in call tracking system.

Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Responsible for technically supporting the following: MS Office (Word, Excel, Outlook, PowerPoint), Windows 10, 7 or current MS OS, PC hardware and peripherals, printers, internet access, remote access and third party applications, including Epic and related applications.
2. Triages customer issues, identifying root cause, documents issue in Help Desk application, resolves or escalate to appropriate level of support, and follows up with customer to insure ticket closure and positive customer service experience.
3. Responsibilities also include asset management documentation, replacement of various types and classes of hardware, and contacting vendors and service providers for asset/system maintenance. Occasional coverage of various shifts in this 24x7x365 organization is required.
4. Responds to calls from computer system end users requesting assistance and takes appropriate action; utilizing a variety of equipment. (Provides first and second level support). Provides desk-side assistance to users.
5. Enters and tracks all trouble calls into problem tracking application, follows-up with users in a timely manner to ensure problem resolution and takes proactive measures to prevent recurrence.
6. Performs operations and maintenance functions of computer room. (E.g., monitor disc utilization, periodic system backups, etc.)
7. Configures, installs, and replaces end user hardware and software as required, utilizing a variety of equipment.
8. Assists users in identifying hardware/software needs and advises of current options; obtains quotes and places orders.
9. Maintains and operate computer equipment used by the DCMC, including repair and maintenance. Provides assistance to vendors and outside support personnel when needed.
10. Displays strong troubleshooting skills while maintaining a high level of customer service when dealing with end users.

Educational/Experience Requirements:

The minimum level of education and experience for this position includes:

• AA degree or current enrollment in college level courses, 4-year college degree (B.S. or B.A.) preferred. Professional experience will be considered in lieu of education.
• Minimum of two years (four preferred) experience in a help desk environment working with the above-mentioned hardware/software components.
• Excellent Communication Skills (oral and written).
• Ability to manage multiple tasks. Ability to work individually or as a member of a team. Ability to work under pressure.

Required License/Certifications:

CompTIA A+, CompTIA Net+ preferred but not required

Knowledge, Skills, Abilities:

• Comprehensive knowledge of microcomputer equipment, software, and networks.
• Excellent interpersonal, communication, and customer service skills.
• Strong time management skills.
• Ability to manage multiple priorities. 
• Detail-oriented

Working Conditions, Equipment, Physical Demands: There is a reasonable expectation that employees in this position will not be exposed to blood-borne pathogens.  

Physical Demands – Medium Duty - Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.