Tech II

Overview

JOB SUMMARY
This position reports to the Manger Service Desk. Individual will be trained and responsible for supporting a wide variety of end users technical issues, from the network, individual workstation, phone system etc, via remote support, phone support, and on-site. Knowledge in Desktop/Laptop technologies, telecommunications Clientic phone set operation/knowledge, phone set programming and installation, mobile device management, as well as repair and maintenance of these systems and devices.

Additionally, assisting service issues and maintaining the IS Service Desk application. The ideal candidate will also have great troubleshooting abilities and attention to detail. The goal is to build and maintain updated and efficient computer systems and networks to optimize the role of technology on business sustainability.

• Hardware and software installations, replacements, upgrades.
• Support of mobile devices.
• Assist with remote connectivity;
  Virtual Private Network, remote desktop protocol, and Microsoft Outlook Web Access.
• Setup of end user systems, client profiles, domain access, file and print sharing, and Outlook.
• Understands and demonstrates a basic working knowledge of Windows 10 and Microsoft 365 and TCP/IP.
• Must be able to appropriately troubleshoot issues, coordinate resolution and communicate to end users.
• Administration of system MACs (move, adds and changes) for multiple locations.
• Control inventory through basic management of supplies and inventory for telephone, mobile, computer through provided tools.
• Troubleshoot PC/Print/Mobile device issues and other communication-related hardware and applications escalated by service desk technicians.
• Ensures all systems are on the latest hardware/software release with updated/accurate data.
• Documents equipment, software, customer and system faults and failures daily.
• Effectively interface with the telecommunications vendors to resolve systems outages and deficiencies.
• Performs other related duties as required.

• High school graduate. Degree preferred or work-related experience equivalent.

• Two years basic computer technician, help desk, network, and phone experience preferred, along with Healthcare related experience.

• Telecommunications: knowledge of Avaya Aura Communication platform, call accounting, SIP and Spectra Link, analog, digital and IP lines, telecommunications systems of any type and Healthcare Nurse Call Systems.
• Great troubleshooting abilities and attention to detail.
• Thorough knowledge of computer software and hardware and a variety of internet applications, networks and operating systems.
• Desktop management.
• Proficient in Microsoft Windows and Office Suite.
• Good knowledge of internet security and data privacy principles.
• Strong administrative skills.
• Strong understanding of regulatory requirements for OPS.
• Good organizational skills.
• Good oral and written communication skills.
• Good interpersonal skills.
• Must be computer literate.
• Speaks, reads and writes English to the extent required by the position.