Technical Support Representative

Job Description Summary:

This position is responsible for the service and support of HIT technology devices, including, but not limited to; personal computers, laptops, tablets, printers, document scanners, video technology (webcams, projectors) and peripherals, etc. Provides service and support of HIT desktop applications and break/fix support, routine maintenance, upgrades, and supports implementation projects.

Qualifications:

• Associates Degree in Computer Science preferred. Comparable work experience in a relevant field and certifications equivalent to A+, Net+ or MCP may be considered.
• Possess a strong understanding of personal computers and common software applications (ex. MS Office) required.
• Minimum of one (1) year experience in a computer related customer support role preferred.
• Possess ability to work in a team environment and work toward common goals with consideration of an Enterprise Systems Infrastructure.
• Must possess high quality, customer service skills. 
• Excellent organizational skills, detail-oriented, a self-starter, possess critical thinking skills and be able to set priorities and function as part of a team as well as independently.
• Commitment to working in a team environment and maintaining confidentiality as needed.
• Excellent verbal and written communication skills including the ability to communicate effectively with various audiences.
• Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.

Job Specific Duties:

• Exhibits high quality, customer service skills while serving HIT customers, including appropriate communication, consistent follow through and timely escalation of issues as needed.
• Exhibits fundamental HIT knowledge and skills to include, but may not be limited to; process improvement analytical skills, change control, production change management, compliance and creation of design specifications and/or documentation.  Follows best process and procedures, including peer compliance.
• Exhibits exemplary written and verbal communication skills.  Effectively communicates to implement, problem solve, and improve services to end-users while maintaining SLAs.  Assists in project transition from the systems team to other HIT and Logan Health facilities as applicable.  Assists in the development of procedures, workflow, troubleshooting, build sheets, and testing.  Executes testing in an integrated environment while incorporating quality management concepts.
• Works independently yet maintains department and team goals.  Understands key objectives and proactively peruses. Identifies problems, probable causes, impact on operations, and reports appropriately. Performs tasks as assigned by senior team members, applies appropriate critical decision-making and prioritization. Self-manages assuming full ownership of all outcomes start to finish, independently and/or collaboratively brings problems to a complete resolution. 
• Performs technical operational tasks to include, but may not be limited to; computer/software deployment, end user assistance, troubleshooting, and gathering of technical information for other HIT service lines.  Exhibits the strict adherence to established process and procedures.  Strives to keep all documentation updated and orderly.  Maintains operational checks and logging while coordinating other duties of support queue monitoring and task and/or project assignments.
• Maintains security integrity by accurately configuring and maintaining; computers, printers, peripheral devices, and roles for hardware/software. Exhibits understanding of computer environment such as; imaging solutions, application installs, fleet control software, applications/computer interaction, core software systems, MS Active Directory concepts, Outlook, remote access, and printing. 
• Provides support, issues tracking and resolution by monitoring support ticket system and adhering to SLAs.  Coordinates with HIT department and provides Tier 1 support phone and ticket coverage for the Technical Support team. Appropriately monitors, prioritizes, escalates the ticket queue and updates tickets with vendors and/or HIT department. 
• Exhibits project and implementation skills. Understands and participates in planning, design, build, testing, training, and cutover and go-live activities.  Exhibits knowledge of work plans and managing tasks and timelines.  Provides concise updates and escalations. Acts as liaison between end users and vendor, monitoring tasks for expedient resolution.  Monitors system functionality and resolves or reports problems as well as enhancing functionality through process and reports. 
• Pursues opportunities for self-development.  Stays current with industry trends