Primarily works without direct supervision. Serves as a central point of contact and channel for users to communicate with the IS staff; provides software application and hardware support; identifies, records, tracks and resolves user problems. Trains other personnel and maintains procedures. Monitors multiple computer systems running various operating systems and applications to ensure high performance and availability for all users. Troubleshoots and resolves issues with end user computing equipment and operating systems. Performs backups of data and programs. Communicates with vendors regarding hardware repairs and software problems. Maintains and performs preventative maintenance on hardware as assigned. Performs other duties as required. Uses experience and acquired skills to perform required tasks.
EDUCATION: High School degree or equivalent required. Post high school Information Systems course work preferred.
CERTIFICATION/LICENSES: IT Based Certifications preferred. Valid New Mexico Driver's License required.
SKILLS: Ability to monitor computer and network systems, interpret displays, take appropriate action, and manage computer system jobs on a variety of hardware and software. Ability to read and write English fluently, ability to proficiently use a keyboard, ability to maintain good customer relations, excellent telephone and communication skills, ability to explain complex solutions and problems to users (regardless of their technical ability), excellent problem solving and communication skills, good documentation skills, personal computer related hardware troubleshooting skills, all required; advanced level knowledge of hospital supported applications and routine processes. Trained and proficient to independently work all Help Desk shifts including days and nights or perform advanced tasks such as security incident response.
EXPERIENCE: One year experience in the installation, maintenance, troubleshooting and support of Personal Computers required. Experience in a Help Desk environment including monitoring of systems preferred.
NATURE OF SUPERVISION:
-Responsible to: Manager, Desktop Support Services
- Bloodborne pathogens-A
General office setting with exposure to computer room environment. Exposure to patient care and ancillary biohazards. Extended video display exposure and use of keyboard.
PHYSICAL REQUIREMENTS: Ability to lift and transfer objects typically not in excess of 50 lbs. May be required to reach objects typically not in excess of 5 lbs. up to 8 ft. above the floor with the assistance of a step stool. Extended use of video display terminal and keyboard utilizing sound ergonomic principles.