Wilson Health
  • - Info Com
  • Sidney, OH, USA
  • Full Time

Career Focus in one or more areas of; Networking, Helpdesk and Microsoft Windows PCs

  • Installs, builds, configures, tests and troubleshoots personal computer and Telecom hardware/software, laptop hardware/software, printers and all related peripherals. 
  • Monitors equipment inventory as received from vendors and assembles systems as required. 
  • Configures personal computer installations to match hospital standards and individual workstation requirements. 
  • Assists customers with computer hardware, software and peripheral problems while providing excellent customer service. 
  • Provides audio/visual equipment setup and teardown, as well as technical support for the organization. 
  • Performs routine duties including maintaining/monitoring inventory, systems, interfaces and backups, executing jobs, and performing assigned shift work.
  • Provides On-Call after hours support, as needed.
  • Assisting in automation systems for OS Imaging, Patch Management and deployment streamlining. 
    • Test, image and clean PCs, laptop, monitors, printers, and other related hardware.
    • Maintain, analyze, and troubleshoot, software and computer peripherals.
    • Take all Service desk calls and escalate issues to appropriate resources according to ITIL and department standards.
    • Assure that all tickets requiring follow up work and/or calls receive appropriate attention.
    • Provide technical support to end users via telephone or desk side, as required.
    • High attention to detail in ticket escalation and problem resolution.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:  Other duties may be assigned.

 

Problem Analysis/Resolution

  • Answer, evaluate and prioritize incoming calls, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
  • Follows proper WMH ITIL processes based on incidents, requests, and problems.
  • Assist users by answering questions regarding common applications used in the hospital
  • Interviews customers to collect information about the reported problem and directs customers through diagnostic procedures to determine source of problem.
  • Handles problem recognition, research, isolation of potential causes, resolution and follow-up.
  • Based on customer information, makes an initial determination as to whether issue is a result of hardware, software or customer problems.
  • Provides a resolution to the customers reported problem or assigns problem to the level-3 support team as appropriate.

Software System Knowledge

  • Possess knowledge of organization's software environment including, but not limited to, Microsoft OS (XP/Windows 7/Windows 8) Active Directory, SQL, Office 2010, Nortel Voice Communications, Meditech HCIS, and user management tools.
  • Maintain expertise of software applications through training (onsite and offsite), documentation review and hands-on experience.

Hardware Expertise

  • Extensive knowledge of PCs and WMH Desktop including a wide-variety of knowledge printers, peripherals and computer networking.
  • Maintain proficiency with equipment in the organization's hardware environment.

System Tasks

  • Perform computer operations duties as necessary, according to department policies and procedures.
  • Distribute computer output as required to the organization in a timely and professional manner.
  • Monitor system message queue - escalating issues to the appropriate personnel
  • Monitor backup status and results
  • Assist users by resetting passwords on authorized systems.
  • Coordinates loaner laptop equipment pool and audiovisual projector requests.

Documentation/Communications

  • Collect and maintain hardware/software inventory
  • Proactively provide the Network Manager with operational information related to reported customer problems, system availability and other trouble incidents.
  • Log and track calls according to IS standards using the ticket tracking system, and maintains history records and related problem documentation.
  • Maintaining current knowledge of the proper ITIL processes based on incidents, requests, and problems.
  • Document key data into ticket to ensure that on call team has the data required to properly resolve the incident.  Maintains the ticket documentation.
  • Responsible for email communication regarding Sev 1 incidents and possibly other severity incidents as deemed appropriate by Network Manager.
  • Peforms follow-up customer surveys to ensure problems were resolved in a satisfactory manner.
  • Is responsible for keeping the Operations and Systems Problem manual current. 
  • Works with the Network Manager and Network Analysts to create required documentation.

 

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION and/or EXPERIENCE:

  • Education or equivalent – Associates degree or 3-5 years' experience preferred
  • Certification – A+ and Network + or MCP
  • Intermediate level experience in troubleshooting PC network technologies
  • Intermediate knowledge of Active Directory and User Management
  • Intermediate monitoring of LINUX/ UNIX/Windows servers' resource usage
  • Competent in troubleshooting hardware and software problems on Linux, UNIX and Windows OS
  • Ability to analyze alert messages from Solarwinds and escalate issues.
  • Create, modify and close service request, incident and problem tickets using Track-IT
  • Ability to join computers to a Windows Domain and connect computers to a wireless network
  • Intermediate understanding of TCP/IP configuration on end user PCs.
  • Intermediate understanding of network protocols, such as DHCP, DNS, WINS etc.
  • Familiarity with WAN circuits: DS0, DS1, ISDN, & DS3 and PRI circuits
  • Ability to create and maintain databases of PC and device inventories
  • Healthcare environment experience; ITIL process experience.

EOE

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