Computer Support Specialist - ENT

Position Overview

Pay range: $45,395 - $73,770 / year
Schedule: Monday through Friday, 2:00 p.m. to 11:00 p.m.
Benefits and perks available for eligible positions include: robust educational assistance programs, generous paid time off, employee assistance and wellness programs, paid parental leave, qualifying employer for the Public Service Loan Forgiveness (PSLF) Program, plus more.

A team of more than 400 professionals, Health System Information Services (HSIS) works to keep UAB Medicine’s IT systems and infrastructure running smoothly to deliver quality care to our patients. Join our nationally ranked team at UAB Medicine, the No. 1 Best Large Employer in 2021 as ranked by Forbes magazine.

To provide crucial technical support to both clinical and business end users in a dynamic 24/7/365 healthcare setting, covering a wide range of IT equipment and peripherals, including computers, software, laptops, printers, mobile devices, and associated accessories. These support tasks involve addressing issues ranging from moderately intricate to highly complex configurations. The approach involves a blend of fundamental troubleshooting skills and advanced technical expertise, encompassing both remote and on‑site solutions to resolve technical challenges.

This role specializes in responding to situations where conventional procedures fall short in identifying or rectifying equipment or software malfunctions, including tasks such as installations, relocations, and configuration changes. Moreover, this position is dedicated to maintaining accurate records of end‑user concerns within our tracking system, ensuring compliance with established policies and standards.

• Maintain, troubleshoot, and repair computer systems including printers, and other peripherals
• Provide direct user support on site and/or remotely
• Evaluate user business needs and recommend appropriate hardware or software solutions
• Diagnose errors or technical problems and determine proper solutions
• Provide routine system maintenance as required
• Document all system updates and repairs
• Function as part of project teams to provide system deployment, upgrades or relocations
• Ensuring all Incidents/Requests are met within the agreed service targets
• Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information.
• Participate in on-call rotation to provide 24 X 7 support
• Follow UAB Health System Information Security Policies
• Escalate difficult issues in a timely manner
• Familiarize end users with basic software, hardware, and peripheral device operation
• Work under the direct supervision of the End User Support Manager
• May work under the direction of any technician assigned as a project / team lead

Associate's degree in Information Systems or a related field and one (1) year of related experience required. Work experience may substitute for education requirement.

• Experience with in IT industry in a customer facing capacity in a technical role
• Desktop certification (A+, MCP, MTA, MCSA, or MCSE) recommended
• Previous healthcare experience a plus
• Ability to perform routine component replacement on desktops, laptops, and printers
• Ability to work well under pressure and adapt to changes in project priorities
• Experience with both Windows and Mac operating systems
• Proficient with Microsoft Office
• Strong system diagnosis skills
• Strong customer service, communication, and follow‑up skills
• Experience with desktop remote control software (Ivanti, Casper, Bomgar, RDP, VNC, etc)
• Basic understanding of network protocols

We are UAB Medicine, Alabama’s largest and most comprehensive health system, recognized nationally for delivering world‑class patient care, pioneering research, and cutting‑edge medical education. We proudly serve more than 1.1 million patients each year – from every county in Alabama, all 50 states, and many countries around the world. Our network spans numerous hospitals, emergency departments, more than 67 other sites of care, and a team of over 2,200 physicians.…