Vanderbilt University Medical Center; VUMC Support Specialist

Overview

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. Processes 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. This role may require conducting walkthroughs to document printer inventory and device locations as well as research within the Pegasus system to determine a desirable outcome for consolidating devices.

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 provided 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.

• 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)

• Attention to Detail - Taking responsibility for a thorough and detailed method of working.
• Computer Literacy - Using computers effectively and efficiently in the working environment.
• Data gathering and analysis - Collecting, consolidating, and using relevant information; recognizing important information; tracing possible causes of problems, and searching for practical data/solutions.
• Microsoft applications - Experience with Excel and Word
• Continuous learning - Actively and continuously gaining insight of strengths and weaknesses in order to identify the relevant areas that need further development (with regard to skills and knowledge) and acting upon it.
• Integrity - Upholding generally accepted social and ethical standards in job-related activities and behaviors.
• Oral communication - Shaping and expressing ideas and information in an effective manner.
• Problem solving - Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Self-confidence - Believing in one's capabilities; dealing confidently with increasingly challenging circumstances; reaching decisions or forming opinions, standing up for his/her interests, and handling failure constructively.

This job typically operates in a general office environment. This role routinely uses standard office equipment such as computers, phones, and printers.

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…