Vanderbilt University Medical Center; VUMC Support Specialist

Position: Vanderbilt University Medical Center (VUMC) Support Specialist

Vanderbilt University Medical Center (VUMC) Support Specialist Summary/Objectives

The Vanderbilt University Medical Center Support Specialist is involved with the day-to-day support of the VUMC MPS Contract.

The Team is responsible for conducting business in accordance with the SOW and must complete work in a timely manner to meet (or exceed) the SLA requirements.

VUMC infrastructure is unique, and RJ Young processes are customized to meet requirements. Process Improvement should be front of mind, constantly evaluated and modified, to provide the most effective and efficient support.

For End User submitted incidents the team must provide onsite technical support, including but not limited to, clearing jams, repairing equipment, and loading print drivers. The team is also responsible for utilizing remote diagnostic tools to address issues that don’t require an onsite visit and minimize device downtime.

For End User submitted requests (tasks), the onsite team must respond accordingly, including but not limited to, ordering toner, delivering toner, delivering new equipment, installing new equipment, moving equipment, and removing equipment.

For the Annual Maintenance Program, the team must visit each of the 7000 devices, verifying full functionality, completing a checklist, process paperwork, and verify equipment record (CI) accuracy.

The VUMC Team will assist with managed projects and shelf projects as scheduled by the RJ Young Project Manager and VUMT IT Liaison / VUMC PM, as directed by the Onsite Manager.

Work performed by the team is tracked within VUMC’s ticketing system, Pegasus; training will be provided during the onboarding process. Ongoing training provides new tasks get assigned to the Team.

The VUMC Team Members will need to complete any work assigned by the Onsite Manager using established processes and protocols.

The VUMC Team Members must represent RJ Young to the best of their ability when interacting with End Users. VUMC employees know that the RJ Young team is helpful and responsive, so it is important to uphold that reputation.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Respond to an Incident (walk to device)
• Local Toner Delivery (walk w/cart)
• Local Equipment Removal/Delivery (walk w/cart)
• Perform Annual Maintenance Check (walk, search for devices)
• Process Annual Maintenance Paperwork (desk w/multiple monitors)

Work Environment

This job typically operates in a warehouse environment, or general office environment.

This role routinely uses standard office equipment such as computers, phones, photocopiers, printers, and fax machines.

Physical Demands

• Must be able to spend several hours a day walking in a hospital/office setting.
• Must be able to spend several hours a day sitting at a desk working on a PC.
• Must be able to lift packages, up to 50 lbs.
• Must be able to team lift packages, over 50 lbs.
• Must be able to move A4/desktop equipment to verify information.
• Must be able to move A3 equipment (machines typically have casters) to verify information.

Position Type/Expected Hours of Work

Full Time, Monday through Friday 8am to 5pm, or 7am to 4pm, or 9am to 6pm.

Special circumstances may require the need to work late or on a weekend.

Travel

Local Travel to customer locations in Middle Tennessee.

Required Education And Experience

High school diploma or equivalent.

Preferred Education And Experience

Two-year technical degree.

Prior experience with copier repair and/or inventory control a plus.

AAP/EEO Statement

RJ Young provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other Duties

[Please note that the job description is not designed to cover or contain a comprehensive listing of activities, duties, and responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.]

Seniority Level

• Entry level

Employment Type

• Full-time

Job Function

• Health Care Provider

Industries

• Business Consulting and Services

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