Computer Support Specialist

Summary

GENERAL SUMMARY:

Responsible for providing computing support to Bryan Health physicians, employees, Community Connect partners, students, and vendors. Providesfirst levelproblem determination, incident recording, problem resolution, and escalation forIT supportedproducts and services. This includes support for networks; PC and Macintosh desktops; desktop application software; online education software; peripheral devices; and other hardware. Responsibilities also include assisting with password resets, badge access issues, printer troubleshooting, EHR and RIS support triage, cyber threat actor triage, and virus detection and remediation as part of daily support operations

PRINCIPAL JOB FUNCTIONS:

• Commits to the mission, vision, beliefs and consistentlydemonstratesour core values.
• In accordance withestablished Information Technology (IT) standards, monitors Data Center functions, interfaces, environmental and systems.
• Resolves first-level computer support problems reported to IT Service Desk including providing initial problem resolution for all users with hardware, software and application problems; utilizing available tools and following procedures and policies for handling support cases as expertise permits; performing basic troubleshooting and escalating problems per appropriate IT procedures; and providing accurate and timely logging of problems
• Providefirst-linetechnicalassistancevia phone, email, chat, or ticketing system
• Diagnose and resolve issues related to hardware, software, printers, mobile devices, network connectivity, and user accounts
• Guide users throughstep-by-stepsolutions

Escalate complex issues according to established workflows Deliver professional, clear, and empathetic communication

• Manage high call volumes whilemaintainingquality and accuracy
• Document interactions thoroughly in the ticketing system

Use documented Knowledge Base articles to resolve user issues Assistwith service outages by gathering user impact details Participate in shift turnover/handoffs

• Maintainsdowntime logs.Performs assigned tasks on run schedules.Monitors daily backups
• Controlsand documentsphysical and remote access to systems.
• Workswith vendors and IT staff to resolve issues.

Maintainsand checksout loaner laptops. Providessupport for meetingroomaudio-visual issues. Maintainsphysician lounge computer equipment.

• Replacescomputers,computer keyboards, mice, scanners; installsRAM.
• TroubleshootsOptiflexdevices on patient care units.
• Courteously communicatesconcise problem information for external and internal service personnel for follow-up.

Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends infieldofexpertise. Participates in meetings,committeesand department projects as assigned. Performs other related projects and duties as assigned. (Essential Job functions are marked with an asterisk “*”).

REQUIRED KNOWLEDGE,SKILLSAND ABILITIES:

Knowledge of personal computers and software applications related to data, networking, software applications,hardwareand customer equipment. Knowledge of computer security procedures and practices. Skill in the operation of data center equipment and facility computer hardware. Skill in conducting problem analysis and troubleshooting computer problems. Ability to multi-task, prioritize workdemandsand work with minimal supervision. Ability to effectively interact with clients having a broad range of computer knowledge and ability. Ability toidentifyproblems/situations, take appropriateactionand implement solutions or elevate asrequired. Ability to communicate effectively both verbally and in writing. Ability to perform crucial conversations with desired outcomes. Abilityto problemsolve and engage independent critical thinking skills. Ability tomaintainconfidentiality relevant to sensitive information. Ability tomaintainregular and punctual attendance.

EDUCATION AND EXPERIENCE:

High School graduate orequivalentrequired.Associate’s degree oradditionalcoursework in computer science or related field preferred.

PHYSICAL REQUIREMENTS:

• Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal JobFunctions.)
• DOT)—Characterized as medium work requiring exertion of 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of forcefrequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.

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