The Computer Technician I works as a single point of contact for reporting all Information Technology (IT) incidents, problems, and service requests. Responsible for supporting, trouble-shooting, diagnosing, and maintaining the computer systems (hardware and software) throughout the organization.
Essential Functions
- Customer service needs to be at the center of any and all job duties. This role provides helpful information, answers questions, and responds to complaints from our customers (i.e. end users).
- Assigns Help Desk tickets to the appropriate technicians depending on level of expertise required.
- Takes live calls to the Help Desk, documents issue severity in detail, and utilizes standardized solutions to resolve issues.
- Strives to resolve tickets on the initial call for assistance from the end user (First Call Resolution).
- Installs, troubleshoots, configures, and maintains hardware/firmware, telecom/collaboration systems, operating systems, applications, and network resources to support end user productivity and ensure high availability of information resources.
- Manage adds, moves, changes for equipment, users, securities, etc.
- Keeps accurate inventory of information resources, including spare and excess, per department policies and procedures at all times.
- Prioritizes tickets on busy days.
- Provides end users with education materials and/or solutions to drive end user self-sufficiency.
Other Duties
- Participates in departmental and association wide informational meetings and inservices, including staff meetings, association wide forums, and seminars.
- Reviews department and association wide policies and procedures annually. Develops and maintains new policies and procedures as needed.
Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Abilities
- This position requires knowledge of hospital equipment and programs, including: Windows and Linux Operating Systems; Active Directory / LDAP / SAML; basic networking proficiency in TCP/IP; wireless 802.x protocols, firewall, switches, VPN; basic storage proficiency in SAN, NAS, RAID; and basic scripting and/or PowerShell.
- This position requires knowledge of general office equipment (including the nurse call system, telephone system, fax machine, copy machine, computer, and commonly used hospital programs) as well as excellent computer, communication, critical thinking, problem solving, leadership, supervisory, interpersonal skills, basic math skills, and the ability to exercise independent judgment.
- Must read, write, speak, and understand English.
Supervisory Responsibilities
- None.
Work Environment
At Summit Healthcare, our mission statement is that we are trusted to provide exceptional, compassionate care close to home. Our vision is to be the healthcare system of choice.
To uphold our mission and vision statements, we expect all employees to practice SHINE Behavioral standards:
- Always SHINE – show respect and be kind.
- Always work together – we are on the same team.
- Always serve others – no job is beneath you.
- Always maintain high standards of quality and safety – best practice every time.
- Always communicate clearly – be compassionate.
- Always practice integrity – maintain confidentiality.
- Always be accountable – take responsibility.
- Always empower – create an environment of success.
- Always excel – don’t settle for mediocrity.
- Always promote wellness – make choices for a healthy lifestyle.
Physical Demands
Exerts 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.
Required Education and Experience
- High school diploma.
- Two (2) years related experience.
Preferred Education and Experience
- Associates degree.
OSHA Exposure Category:
Involves no regular exposure to blood, body fluids, or tissues, and tasks that involve exposure to blood, body fluids, or tissues and are not a condition of employment.
This is a safety sensitive position.
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