Senior Technical Support Specialist

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• Reports to the Manager Technical Support or Director of Information Technology. Responsibilities include the installation of new and replacement computer equipment and maintenance of equipment.
• Provides support of personal computer (PC) related software and operations; may also provide some training to end users.
• Serves as a liaison with Beacon Health System end-user departments regarding PC equipment needs and/or problems.
• Sr positions provide training and mentor Level I and II teammates.
• Senior Tech Support Specialists act as subject matter experts for Tech Support applications, and complete large projects with little management oversight.
• Installs new and replacement PC-related hardware and software by installing new PCs, installing software, maintaining documentation, and handling network connections.
• Resolves or troubleshoots computer problem areas and provides maintenance for PC equipment (hardware and software) by contacting end users, determining steps to correct problems, reimaging hardware, facilitating delivery of solutions, and resolving more complex problems that may require coordination with additional IT teams or enterprise level application technologies.
• Assists with business process redesign and documentation related to the implementation and use of new technology.
• Programs, installs and troubleshoots printers, including unboxing, assembling, configuring network settings, and resolving printer related problems.
• Projects coordination: assists the Manager with project management activities, attends project meetings, recommends computer equipment, maps placement of equipment, works with analyst teams, verifies network capabilities, and implements tasks assigned on timelines.
• Information Technology Enterprise Application: acts as subject matter expert, provides support and maintenance for Tech Support applications, and trains Tech I and Tech II.
• Performs other functions to maintain personal competence and contribute to overall effectiveness by providing excellent customer service, maintaining records, assisting with facilities and supplies, completing special projects, supports Mac Books, iPads, iPhones, Android Devices, basic Cisco diagnostics, Active Directory maintenance, Peoplesoft order processing, Group Policy creation, and generating quotes and purchase orders.

• MISSION:
  We deliver outstanding care, inspire health, and connect with heart.
• VALUES:
  Trust. Respect. Integrity. Compassion.
• SERVICE GOALS:
  Personally connect. Keep everyone informed. Be on their team.

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established time frames.
• Completes annual employee health requirements within established time frames.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

• Bachelor's degree in Computer Science, Management Information Systems or a computer-related field from an accredited college or university is preferred.
• Four or more years of progressively responsible experience using computer hardware and software applications pertinent to Beacon Health System is required.

• Requires technical knowledge of computer operations.
• Requires the technical skills and knowledge to effectively install PC / Server-related hardware and software.
• Requires the organization and time management skills necessary to prioritize requests and manage customer service expectations.
• Possesses the ability to work independently and pro-actively, as well as in a team-oriented environment.
• Demonstrates strong analytical and problem-solving skills needed to gather, analyze and interpret data, and identify and resolve computer needs/problems in a timely and efficient manner.
• Demonstrates interpersonal and communication skills necessary to interact effectively with all levels of staff and department co-workers in a professional, clear, courteous and responsive manner.
• Requires an understanding of the problems…