Client Support Technician

Overview:

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
Executes the installation, repair & maintenance of microcomputers and peripheral equipment including configuring and deploying mobile devices. Knowledgeable of predominate operating systems including Windows 7, Windows 10, and above including Mac OS, Internet Explorer and Office Suite applications. Diagnoses and thoroughly resolves problems by distinguishing between local hardware, application and network problems. Coordinates the expeditious repair or replacement of defective equipment to ensure computer hardware and associated peripherals are functioning as designed. Vigilant for security threats, non-compliant actives and system anomalies.
EEO/AA/Disability/Veteran

Responsibilities:

1. Device Deployment

1.1. Deploys new PCs in accordance with YNHHS policies and procedures
1.2. Ensures new device meets the requirements of the customer
1.3. Migrates applicable settings and configuration from replaced device
1.4. Assures all asset documentation in ServieNow, and supporting systems is accurately updated
1.5. Actively communicates with customer and seeks final approval prior to closing ticket

2. Device Repair

2.1. Methodically and efficiently troubleshoots reported problems
2.2. Actively collaborates with customer on problem investigation and resolution
2.3. Effectively utilizes troubleshooting tools and test equipment to identify issues.
2.4. Immediately removes from service any device that poses a risk to the security or integrity of the network
2.5. Thoroughly and accurately documents problem and resolution within the Remedy Help Desk System
2.6. Communicated resolution to customer and receives confirmation of resolution

3. Device Maintenance

3.1. Inspects equipment, associated peripherals and wiring for signs of pre-failure indicators
3.2. Conducts preventative maintenance on device as prescribe by YNHHS SOP and vendor documentation
3.3. Reports and documents devices that must be considered for replacement or removed from service
3.4. Immediately removes devices from service that poses safety risk

4. Customer Service

4.1. Continually demonstrates professionalism and respect for the customer and team members.
4.2. Demonstrates exceptional communication skills and self control during difficult situations
4.3. Takes ownership of issues seeing them through to resolution and closure

Qualifications:

EDUCATION

High school graduate with CompTia A+ technical certification preferred. (Must be obtained within 6 months of hire)

EXPERIENCE

One to three years experience supporting Intel microprocessor based desktop computers and peripherals in a Microsoft Active Directory environment; or six months experience working at Yale New Haven Health System in a desktop support role. Hands on experience with Apple/Mac and PC, laptops, netbooks, iPhones, iPads, and printers preferred. Knowledgeable of Citrix based applications and client/ server relationships preferred. Proficiency in current Microsoft Windows operating systems (Windows 7 and above) and Microsoft Office 2016 and above, including Word, Excel, Outlook and Teams. Customer Service Experience a must.

LICENSURE

Comp Tia A+ technical certification preferred. (Must be obtained within 6 months of hire)

SPECIAL SKILLS

Exceptional customer service as demonstrated by written, verbal, listening, & interpersonal skills. Must demonstrate the ability to act/communicate in a professional and courteous manner to patients, staff, peers, visitors, and vendors. Working knowledge of network protocols, desktops hardware configurations and peripherals. Ability to multitask and prioritize tasks and responsibilities accordingly. Must have a through working knowledge of remote access tools. Must be able to install commercial and specialized software applications while strictly following internal policies, procedures and best practices. Ability to interact well with multiple groups both internal and external to our organization becoming the single point of contact for problem resolution

PHYSICAL DEMAND

Availability to cover Nights, Weekends and Holidays as needed. Travel to multiple YNHHS facilities is necessary.