System Support Technician - Full-time / Part-time

System Support Technician-Help Desk

Position Summary

Pay Scale: Grade 12: Min: $19.81 Mid: $24.91 Max: $30.01

Under general supervision, provides Help Desk call assistance and completes Help Desk requests related to PCs, notebooks, tablets, SmartPhones, printers, monitor projectors, mobile carts, software installation and/or updates, telephones, and other user needs handled by the Information Systems Department. Ensures all actions taken in carrying out responsibilities support patient centered care.

Qualifications, Knowledge & Experience

• Required Qualifications (Including any licensure, certification, education):

• One year education in a computer technician, information technology, or related field; or
• One year experience as a Help Desk support or computer support technician; or
• Any equivalent combination of education and experience.
• Valid driver's license and must maintain eligibility for coverage under MGMC liability insurance.
• 
  
  Required Knowledge, Skills & Experience:
• In-depth knowledge of Windows desktop operating systems; installation and trouble-shooting.
• Ability to diagnose equipment failures, and correct problem or replace equipment.
• Ability to answer and trouble-shoot software issues.
• Ability to interact with diverse groups of callers in a helpful and positive manner.
• Ability to handle multiple requests/needs simultaneously.
• Ability to exercise good judgment and discretion, especially when handling confidential information.
• Excellent customer service skills.
• Working knowledge of HIPAA/HiTech regulations and policies.
• Aptitude for technology and excellent computer skills.
• 
  Preferred Knowledge, Skills & Experience:
• Two years experience in a hospital environment

• Unit Specific Position Responsibilities

• Installs PCs, notebooks, mobile devices, printers, monitors, telephones, and other related equipment used in the medical center. Moves equipment when requested
• Installs and trouble-shoots software on medical center equipment.
• Resolves problems with PCs, printers, mobile devices, monitors, telephones, and other related equipment used in the medical center
• Maintains and monitors inventories of workstation equipment and other devices as required by Departmental/HIPAA regulations and policies
• Maintains and monitors inventory of department supplies including patch cables, batteries, replacement printers, and other supplies used by the medical center.
• Monitors and completes Help Desk requests that are the responsibility of the Information Systems department.

• Initiates service calls to hardware and software vendors as needed and takes appropriate action as directed by the vendor.
• Provides Help Desk coverage
• Performs related work as required.
• Understands and actively follows all HIPAA/HiTech regulations and policies.
• Monitors systems for error conditions or conditions that may impede effective system usage.
• Performs routine scheduled system maintenance from established daily/monthly/quarterly/annual checklists.
• May be subject to occasional on-call requirements.

Associated topics: deskside, desktop, front desk, help desk, information technology support, network, pc, support analyst, technician, technician iii