Senior Technical Asst Info Systems Day Shift

Description : HOURLY RANGE: $25.68 – $33.60

DISTINGUISHING FEATURES OF THE CLASS:
The work involves providing technical assistance and instruction in the capabilities and use of information systems at the Erie County Medical Center (ECMCC). This is a customer service position which provides hands-on assistance to system users by resolving questions and problems related to information systems and hardware. Work is performed under the direct supervision of higher-level professional, technical and administrative staff.

Supervision is not a function of this position. Does related work as required.

TYPICAL WORK ACTIVITIES :

• Provides technical support services around the clock to ECMCC system users;
• Provides first and second level diagnosing, troubleshooting, resolution and documentation of information system problems relating to hardware, software, network, system login and security issues;
• Refers advanced problems to appropriate technical specialists;
• Provides in-depth support for specific applications such as Citrix, Microsoft o/s, Microsoft Office, clinical applications, and main ECMCC systems;
• Analyzes and resolves problems utilizing remote automated diagnostic programs;
• Assists in the development of service level agreement (SLA) timelines and attempts to resolve calls within the SLA time frames;
• Assists in the management of information system user accounts;
• Assists in the creation of training documentation for users to effect the efficient use of information systems;
• Evaluates and analyzes software and systems as required for support;
• Recommends utilization of software to improve workflow and efficiency for day-to-day problem resolution;
• Communicates with system users concerning systems modifications, anticipated downtimes, and procedure changes;
• Documents and forwards recommended system modifications to supervisor;
• Maintains current knowledge of known technical issues and appropriate solutions, information systems and all changes completed or in progress to share with system users;
• Performs set up and installation of hardware and software and participates in system installation and testing;
• Performs computer hardware and printer repairs;
• Supports ancillary audio/visual equipment;
• Performs asset management by maintaining detailed current records on each customer and asset.

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS:
Good knowledge of operating systems, networking and packaged application concepts;
Good knowledge of automated information systems maintenance and minor repair procedures and techniques;
Good knowledge of the use, operation and maintenance of data communications equipment and peripherals;
Working knowledge of the function, design, development and use of information systems;
Ability to maintain current knowledge of technology trends and best practices;
Ability to reason with a high degree of logic;
Ability to communicate effectively with all levels of personnel;
Ability to explain and demonstrate the use and capabilities of information systems;
Ability to work well under time constraints and to produce effective results;
Ability to acquire a broad knowledge base across a wide range of software, hardware and network services and products;
Ability to apply information systems knowledge to solve problems; ability to establish and maintain effective working relationships with a diverse constituency;
Ability to work well with others;
Customer service skills;
Creativity;
Accuracy;
Dependability;
Courtesy; capable of performing the essential functions of the position with or without reasonable accommodation.

• A. Possession of a Bachelor’s Degree
  * in Computer Science, Information Systems, or related field; or
• B. Possession of an Associate’s Degree
  * in Computer Science, Information Systems or related field and one year of technical customer service experience which included desktop, hardware, network and software problem resolution; or
• C. Graduation from high school or possession of a high school equivalency diploma and two years of technical customer service experience which included desktop, hardware, network and software problem resolution; or
• D. An equivalent combination of training and experience as defined by the limits of A and
  
  C.

Erie County Medical Center