Support Technician I

epartment: Info Technology- WMC Health Department Code: 221987

Job Summary : The Support Technician I is the face of IT throughout WMC; they are responsible for rendering technical support to the end user community. Support duties include computer equipment installation, assisting users with computer access, logon and navigation, access to and usage of related peripheral equipment such as printers and scanners. They will coordinate between WMC Help desk and IT departments as part of the daily routine and duties. Additional responsibilities include equipment device configurations, installations, relocations, support, and maintenance. The Support Technician I is responsible for following WMC IT protocols and the use of approved tools in carrying out their job. The Support Technician I will interact with the WMC Help Desk for service requests; they are to update and close support tickets on a timely basis for those tasks assigned in their name. The Support Technician I will escalate to senior members of the team for advanced or complex issues which they are unable to solve. They will perform basic computer imaging and rollout activities for new hires and staff relocations. They will be assigned both reactive and proactive assignments to reduce downtime for end user community. They will follow and ensure that asset management, configuration and security standards are met. The Support Technician I will coordinate and participate with other senior members of the WMC IT Teams in support of departmental and enterprise-wide initiatives.

Responsibilities:

• Function as part of a team in support of End Users for the access and use of computer equipment, WMC systems, and peripherals
• Perform computer hardware installations decommission of enterprise equipment, including PCs, printers, scanners, other peripherals.
• Configure computer equipment following hospital approved protocols and standards.
• Troubleshoot and resolve problems related to hardware including PCs and peripheral equipment.
• Render support to end users related to WMC Network logon, basic application access, and navigation.
• Participate in project implementation assignments.
• Acts as liaison with end users for system access and usage.

• Follow inventory processes, request replacement parts and equipment and administer the return of failed parts as required.
• Perform asset management duties as defined by WMC.
• Adhere to all WMC security protocols and standards.

Qualifications/Requirements:

Experience:

• 2 years of hands-on IT technical support, required
• Experience in healthcare technology support, including hardware or infrastructure, preferred
• Experience with device management/integration, preferred

Education:

• Associates degree in information technology, science, or related, required
• Bachelors degree, preferred

*Required education may be substituted for 2 additional years of specifically related work experience*

Licenses / Certifications: N/A

Other: Basic yet solid knowledge of computer and operating systems and core applications in meeting the needs of hospital community; ability to work well with medical professionals; ability to communicate effectively; ability to effectively use computer applications such as spreadsheets, word processing, calendar, e-mail and database software in performing work assignments; good judgment; initiative; accuracy; thoroughness; physical condition commensurate with the demands of the position.

Special Requirements: N/A