Service Operations Tech I

Job Summary:

Provides Level 1 support for WFBMC computing environment, including computer hardware, operating systems, peripherals, and applications.

Education/Experience:

• Associate’s degree or equivalent combination of education, certification, and experience.
• Minimum of two years of Service Operations Desktop Support preferred.
• Higher education considered in lieu of experience.

Reports To:

IT Service Operations Manager

Licensure, Certification, and/or Registration:

• A+ Certification.
• Valid driver’s license with a satisfactory driving record.
• Experience driving a commercial van or delivery truck is desired.

Essential Functions:

1. Resolve Level 1 incidents within established Service Level Agreements (SLA).
2. Provide input on desktop support methods and procedures for continuous service improvement.
3. Handle MACD requests (VoIP, Patient phones, ASCOM, WOW/COW, PC/TC/Laptop).
4. Troubleshoot Windows and Apple Mac OS devices, basic network, and hardware issues.
5. Train end-users on workstation software and VPN connectivity.
6. Maintain and update desktop software procedures.
7. Use remote tools for off-campus user support.
8. Build, configure, and deploy new/upgraded equipment with approved software.
9. Troubleshoot and repair printers, copiers, and clinic peripherals (signature pads, scanners).
10. Support standard business applications and specialized clinical applications.
11. Perform basic wired and wireless network troubleshooting.
12. Maintain audio visual equipment in various meeting spaces.
13. Perform other duties as assigned.

Skills & Qualifications:

• Excellent customer service skills with effective communication.
• Ability to prioritize workload.
• Knowledge of telephony solutions, desktop hardware (Windows and Apple), and thin clients.
• Basic troubleshooting for standard business applications and Layer 1 networking.
• Ability to document activities accurately and timely.
• Ability to lift and move objects up to 50 lbs.

Work Environment:

• Fast-paced with long hours as needed.
• Alignment with WFBMC vision, mission, and values required.
• Occasional exposure to patient elements.
• Subject to varying situations and emergencies.
• Handles interruptions and multiple priorities.

Physical Requirements: Activity 0-35% 35-65% 65-100% Standing X     Walking X     Sitting   X   Bending X     Reaching with arms X     Finger and hand dexterity     X Talking     X Hearing     X Seeing     X Lifting, carrying, pushing and/or pulling:       20 lbs. maximum X     50 lbs. maximum X     100 lbs. maximum X    

Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist’s two main components are an integrated clinical system – anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem – that includes Brenner Children’s Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.

Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.

This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.