Technical Support Specialist; Local​/Onsite

Vanderbilt University Medical Center

Discover Vanderbilt University Medical Center:
Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated.

It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Provides remote or onsite technical support to customers in maintenance and support of electronic technologies, networks, media services and software applications with occasional guidance. Troubleshoots standard problems in support of end users. Responsible for timely process including problem recognition, research, isolation, resolution and follow up steps.

• Provide desktop support and other support functions in support of customers.
• Perform various administrative duties including documentation, inventory, etc.
• Assist customers and elevate issues when necessary. The responsibilities listed are a general overview of the position and additional duties may be assigned.

• Problem Management (Novice):
Possesses sufficient fundamental proficiency to successfully demonstrate knowledge of Incident Tracking and Problem Reporting in practical applications of moderate difficulty. Writes problem reports that contain all of the necessary information for clear, non-antagonistic communication to those responsible for fixing problems. Can effectively explain how to reproduce and analyze errors, as well as identify the type of error including coding, design issue and hardware.

Makes simple suggestions for correction.
• Product Knowledge (Novice):
Demonstrates fundamental competence in solving customer reported problems involving product availability. Able to use non-intuitive help desk tools to determine if problem is due to hardware, software or user knowledge.
• Procedures (Novice):
Has demonstrated a fundamental competence in solving customer reported problems involving hardware failures, application problems and/or connectivity related issues using help desk support tools including intuitive [Case Base Reasoning] and non-intuitive [Library Reference System] knowledge base systems.

* Organizational Impact:
Performs tasks that are typically routine that may impact team's performance with occasional guidance.
* Problem Solving/ Complexity of work:
Utilizes some discretion and research to solve routine problems.
* Breadth of Knowledge:
Applies knowledge of standards, established processes and procedure that apply to your own job.
* Team Interaction:
Provides guidance to entry level co-workers.

Supporting Colleagues :
Develops Self and Others:
Continuously improves own skills by identifying development opportunities.

- Builds and Maintains Relationships:
Seeks to understand colleagues' priorities, working styles and develops relationships across areas.

- Communicates Effectively:
Openly shares information with others and communicates in a clear and courteous manner. Delivering Excellent Services:

- Serves Others with Compassion:
Invests time to understand the problems, needs of others and how to provide excellent service.

- Solves Complex Problems:
Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner.

- Offers Meaningful Advice and Support:
Listens carefully to understand the issues and provides accurate information and support. Ensuring High Quality:

- Performs Excellent Work:
Checks work quality before delivery and asks relevant questions to meet quality standards.

- Fulfills Safety and Regulatory Requirements:
Demonstrates basic…