Senior Technical Support Specialist

Overview

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. Serving as a liaison with Beacon Health System (BHS) end-user departments regarding PC equipment needs and/or problems. Senior 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.

• 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.

• Installs new and replacement PC-related hardware and software by:
  • Installing new and replacement PCs for end-user departments, as directed by the Manager.
  • Installing new PC software and verifying that new computer systems are functioning correctly; also providing some training to end users.
  • Maintaining required documentation according to established departmental policies and procedures.
  • Finding open network data jacks, patching in at device location, patching data jack in at the patch panel, and ensuring switch ports are available and properly configured for the device.
• Resolves or troubleshoots computer problem areas and provides maintenance for PC equipment (hardware and software) by:
  • Contacting end users to diagnose (i.e., inspecting, monitoring, testing, etc.) and resolve PC-related problems.
  • Determining steps to correct PC-related problems; arranging for corrective action and liaising between end-user departments and external vendors when needed.
  • Reimaging computer hardware and related equipment as part of standard operating procedures; maintaining related documentation.
  • Facilitating delivery of solutions meeting end-user needs and verifying action plans with the customer.
  • Resolving more complex problems, including coordination with additional I.S. teams, enterprise level application technologies, and GPO policy additions/edits.
  • Assisting with business process redesign and documentation related to the implementation and use of new technology.
• Programs, Installs and Troubleshoot Printers:
  • Unboxing, assembling and installing new printers.
  • Configuring printers to work on the network and with application setup.
  • Diagnosing and resolving printer-related problems with end users.
• Projects Coordination:
  • Assist the Manager with small to medium project management related activities.
  • Attend project meetings related to assigned projects:
    • Discuss and understand customer workflow.
    • Recommend computer equipment to meet customers’ needs.
    • Map out placement of equipment based on workflow and needs.
  • Participate with other teams related to project:
    • Work with analyst teams on application install.
    • Work with analyst teams on printer configuration.
    • Work with Network Admin Team to verify proper network capabilities at install location (VLAN, open ports, etc.).
    • Coordinate with other project team members to complete Tech Support tasks.
  • Implement tasks assigned in timeline determined during project meetings.
  • Completes large projects independently with little management oversight (e.g., new construction projects).
• Information Technology Enterprise Application:
  • Acts as a subject matter expert and provides support and maintenance for Tech Support applications.
  • Provides training of applications to Tech I and Tech II.
• Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:
  • Providing excellent customer service at all times and maintaining high customer satisfaction as measured by internal surveys and/or other measures approved by the Director of Information Technology.
  • Maintaining records, reports and files as required by departmental policies and procedures; assisting in the care and maintenance of department facilities, equipment and supplies.
  • Completing other job-related duties and special projects as assigned.
  • Providing IT support for Mac Books, iPads, iPhones, and Android devices.
  • Basic Cisco switch diagnostics and programming.
  • Basic Active Directory additions, deletions, and maintenance.
  • Receiving hardware/software in Peoplesoft as orders arrive and auto-assigning those to associated work orders in Ticket Management.
  • Creating, modifying, and adding computer-based Group Policies to Beacon Endpoints.
  • Generating quotes for the organization for hardware/software.
  • Creating and modifying Purchase Orders in Peoplesoft for hardware/software.

• Associate complies with the following organizational requirements:
  • Attends and participates in department meetings and is accountable for all information shared.
  • Completes mandatory education, annual competencies and department-specific education…