IT Technician; Level II

St. Jude is looking for our next team member is Information Services! We need a dependable, poised, and adaptable IT Technician (Level II or I). This person will be responsible for providing hardware and software support for local computing resources for our clinical teams. This role is on-site on campus and located in our patient care center.

Main tasks include:

• Supporting local networking resources and requirements.
• Working with technology staff, clients, collaborators and vendors to identify and analyze needs, investigating solutions, implementing and deploying required technologies.
• Maintaining technologies and observing procedures used for the management and deployment of systems and software.
• Working to complete projects as assigned by institutional, departmental or divisional requirements.
• Functioning as an active participant in working with departments, departmental liaisons and the individual clients.
• Maintaining an awareness and understanding of technological advances, vendor product offerings and issues in line with campus requirements.
  
  --Maintaining current knowledge of institutional, departmental and divisional policies and procedures and acting in all duties and responsibilities to comply with these and other required regulations, policies or procedures.

Job Responsibilities:

• Meet or exceed a high level of customer satisfaction through application of customer service focused soft skills and adherence to established SLAs.
• Manage basic to moderate technical issues and incidents involving various software, networking and hardware environments.
• Respond to basic customer/end-user queries within timelines.
• Service customers in all aspects through to problem resolution, keeping customers informed and updated throughout life of incident.
• Maintain support procedures and documentation.
• Understand customer''s impact, prioritize and communicate effectively between various stakeholders.
• Stay abreast of the latest changes, trends and technological advancements in the industry.
• Perform other duties as assigned to meet the goals and objectives of the department and institution.
• Maintains regular and predictable attendance.

Minimum Education and/or Training:

• High School Diploma or GED required.

Minimum Experience:

• 2+ years of significant experience providing support around IT systems (e.g. operating systems; setup and configuration of computers, printers in a networked environment, and mobile devices; maintenance of hardware components and computer peripherals).
• Experience supporting business teams around IT needs.
• Prefer experience with Windows, Apple, and Linux.

Licensure, Registration and/or Certification Required by SJCRH Only:

• Certification in A+, Network, Windows, or Apple preferred

Special Skills, Knowledge and Abilities:

• Addresses problems in a structured, logical approach.
• Asks for guidance and tries out new ideas when changes in approach are required.
• Adapts quickly and positively; learns from mistakes.
• Questions, clarifies, and provides explanations as needed.
• Checks documents and reports for clarity and accuracy.
• Seeks and provides information within and outside team in a timely manner.
• Manages own time well to plan work and meet daily task needs.
• Executes routine tasks under guidance and/ or supervision.
• Shows attention to detail, produces quality work on time.
• Leverages strong knowledge of IT support and maintenance concepts and processes to address complex support needs.
• Promptly acknowledges and responds to customer issues.
• Solves routine customer problems as per processes, and seeks guidance, if needed for quick resolution.
• Analyzes root causes of reported issues in a structured manner, and seeks clarification and support as needed.
• Can solve problems quickly by identifying the right remedial steps with limited guidance.
• Can handle routine escalations.
• Organizes own work to prioritize non-routine tasks to meet customer requirements.
• Handles unexpected changes in customer priorities effectively.
• Takes ownership of customer problems and related communication.
• Questions, clarifies, and provides explanations as needed.
• Checks documents and reports for clarity and accuracy.
• Plans around multiple tasks and priorities…