Internal Close Date: 06/15/2020
Requisition Number: 15119192
Position Code: 448
Department: IT - Customer Service
FTE Status: 1
Position Type: BUDGETED
Shift: Weekend Days
Salary Range: Market competitive, based on experience

Internal applicants - please refer to the job description on the Compensation Department intranet site for wage rate information.

Position Summary:
Responsible for the operation of computer systems, system backup, report printing and distribution. Assist the Help Desk by answering the help-desk phones during business hours and after-hours, evaluating user calls, troubleshooting, documenting and assigning support tickets to the appropriate IT personnel for resolution. Troubleshoot basic computer peripheral devices such as monitors, keyboards and mouse. Ensure adherence to Hospital and Departmental Policies and Procedures. No patient care assignment.
  • OPERATE – Operates the various computer systems and peripheral devices such as desktop and laptop computers, tape drives, computer consoles, monitors, keyboards, mouse, printers, client workstations and other associated hardware devices

  • MONITOR – Monitor, document and communicate equipment and systems problems. Intervene in the event of abnormal operating situations; this includes systems error messages and hardware failure in the absence of technical support personnel

  • BACK UP – Perform daily, weekly and monthly computer backups for all systems following established production procedures for monitors and reporting backup problems, scheduling and releasing backup jobs, produce daily backup reports for application recovery, maintain on-site and off-site storage of tapes for rotation and restoration

  • PROCESSING – Performs daily, weekly and monthly job runs following established schedules and procedures; maintain schedules and ensure integrity of production files; assist supervisor in updating and determining job flow and creating new schedules and check sheets as needed

  • REPORTS - Print, separate and bundle computer generated reports and special forms, review production reports; ensure quality standards are met before distribution pick up by the courier

  • INVENTORY - Perform weekly inventory of data tapes, paper stock and printer material, office supplies, update usage logs, checking in and receiving IT supplies orders

  • SKILLS – Develop and maintain state-of-the-art job skills of computer operations, assist analysts, technicians and customer support personnel in documenting interdepartmental support procedures

  • CUSTOMER SERVICE - Answer after-hours help desk phone calls, identify and document customer issues and problems, troubleshoot by phone, in person or remote into customer workstation, refer problems to the appropriate IT support staff

  • CUSTOMER SERVICE - Directly assist customers with electronic mail, PC operation, printer and terminal malfunction, access to network functions and resources

  • CUSTOMER SERVICE – Ensure prompt and courteous customer feedback by follow up and logging and recording tickets into the Cherwell database system for tracking and ensuring all appropriate fields and codes are updated

  • ANALYSIS – Diagnose and troubleshoot basic computer peripheral devices i.e.; keyboards, monitors, mouse and printers in the absence of technical support personnel; communicate and document problem tickets and update inventory listing to ensure accurate supply tracking

  • ACTIONS - Initiate corrective action where required and within the scope of knowledge and authority; notify Operations Coordinator of problem area within reasonable time frames

  • REPORTS - Fulfill administrative reporting requirements by updating the main board, shift turnover reports, manager’s reports, production check sheets, console logs and other departmental reporting methods. Assist with Emergency Operations Center setup. Ensure unauthorized personnel and vendors have signed in and escorted throughout the department

  • TEAMS - Participate in and contribute to cross-functional and interdepartmental teams and exercises

  • Education Requirements:
  • High School Diploma or GED equivalent

  • Experience Requirements:
  • 3 years directly related experience

  • Physical Demands Requirements:
  • Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary Work. May require walking or standing to a significant degree or requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or may require working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of materials is negligible.

  • Testing Requirements:
  • Tuberculin Skin Test required annually

  • Working Conditions Requirements:
  • Minor Hazard - physical risks, dirt, dust, fumes, noise