IT System Support Specialist - Full time/on site position

Job DetailsJob Location: BHI Bristol Hospital Main Campus - Bristol, CT 06010Position Type: Full TimeEducation Level: 2 Year Degree

At Bristol Health, we begin each day caring today for your tomorrow. We have been an integral part of our community for the past 100 years. We are dedicated to providing the best possible care and service to our patients, residents and families. We are committed to provide compassionate, quality care at all times and to uphold our values of Communication, Accountability, Respect and Empathy (C.A.R.E.). We are Magnet ® and received the 2020 Press Ganey Leading Innovator award for our rapid adoption and implementation of healthcare solutions during the COVID-19 pandemic. Use your expertise, compassion, and kindness to transform the patient experience. Make a difference. Make Bristol Hospital and Health Care your choice.

Job Summary:

In this I.T. System Support Specialist role you will support our end user computer desktops, laptops, thin clients, printers and other IT related hardware in a Healthcare environment. The candidate for this position will have the knowledge and experience to assist our computer user community from both a Hardware and Software perspective, performing both Help Desk and Desktop related functions, such as troubleshooting a variety of Windows desktops, laptops, tablets, printers, Cisco VoIP phones, nursing mobile carts, conference room systems etc, along with supporting the software that resides on them. The I.T. System Support Specialists will work closely with all members and levels of Healthcare staff and the IT department, including Doctors, Nurses and patient care staff, along with general Office staff and Support personnel. This is a dynamic position that touches all of Bristol Health’s computer systems and hardware. Most work will be done independently. This person will troubleshoot computer problems in person or remotely by using computer remoting tools, by telephone, or via email in a timely and professional fashion, providing all aspects of end-user I.T. support where needed. The majority of this position currently consists of remote Help Desk user support and troubleshooting. In addition, the I.T. System Support Specialists work onsite on a weekly rotating basis, and during this time may be asked to assist the IT Desktop Technician team onsite, which will vary based on the Business needs of the I.T Department. The candidate must also be willing to be on-call for IT support on a rotating basis, along with performing other I.T related duties, as needed.

Essential Job Functions and Responsibilities:

• Ability to work on an IT Help Desk and/or with our I.T. Desktop team assisting users and troubleshooting hardware and software issues, setting up computers etc.
• May be asked to work onsite with our I.T. Desktop technicians, as needed.
• Solid understanding of Windows 11 in a domain environment.
• Windows desktop, laptop and tablet troubleshooting and resolution.
• Knowledge of multi-function printers and skills to troubleshoot a variety of printer issues
• Work independently and have the ability to escalation issues when needed
• Experience with a variety of IT related computer hardware like Fujitsu document scanners, handheld label printers, Honeywell point of care scanners, HP thin clients, etc
• The candidate must be willing to be on-call for IT support on an approximate 7 week rotating basis.
• Write technical documents and share knowledge with staff
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Basic understanding of unlocking users and changing passwords in Active Directory
• Collaborate with network Engineers to ensure efficient operation of the BH Health’s network, server and desktop environment. Includes virtual and wireless environments.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, pages, and/or e-mails regarding computer problems.
• Respond to and perform moves, adds, and changes (MAC) requests for all IT hardware.
• Monitoring desktop and laptop performance, and provide performance statistics when needed.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Maintain an inventory of all IT computer hardware, including desktop PC’s, laptops, thin clients, monitors, keyboards, webcams, hard drives, and other IT components and equipment.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• When necessary, liaise with third-party support and PC equipment vendors.
• Assist vendors and healthcare providers to install, maintain and troubleshoot Healthcare related computer equipment.
• Assist in the setup and troubleshooting of smartphones (iPhones and Androids) as well as handheld mobile units and peripheral scanning devices.
• Good communication and organizational skills needed as well as exceptional customer service skills

Qualifications

Educational / Preferred Requirements:

• College Degree and/or Technical school certification/diploma, or currently enrolled in IT coursework.
• 2+ years of IT related work experience preferred.

Other Preferred Requirements

A+ Certification and/or other IT related certifications or training preferred

Bristol Hospital Mandated Educational Requirements:

General orientation at time of hire. Fire/Safety/Infection Control annually. Other programs as mandated by the Hospital.

Physical Requirements:

Ability to lift up to 30 lbs (ie- Printers, monitors, computers and associated computer equipment). Sitting, standing, stooping, reaching, bending throughout the work day. Keyboarding, use of hands (fine and gross motor skills).

Work Environment:

Office settings.

Cognitive Requirements:

Analytical problem solving, multitasking, maintaining focus, processing written/verbal instructions.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.