Computer Support Specialist

GENERAL SUMMARY:

The Computer Support Analyst provides a higher level of expertise in computing support to Bryan Health physicians, employees, students and vendors. Acts as a second-level of support within the IT Service Desk environment in problem determination, problem/incident recording, problem resolution and problem escalation for IT-supported products and services including networks, client/server systems, mainframe systems, PC and Macintosh desktops, desktop application software, online education software, peripheral devices and other hardware. Supports and mentors Computer Support Specialists in problem resolution, software/hardware knowledge and exemplary customer service.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *In accordance with established Information Technology (IT) standards, monitors Data Center functions, interfaces, environmental and systems including:

a. Maintaining downtime logs

b. Performing assigned tasks on run schedules

c. Monitoring daily backups; loading and labeling tapes

d. Controlling and documenting physical and remote access to systems

e. Working with vendors and IT staff to resolve issues

f. Maintaining and checking out loaner laptops

g. Producing and delivering reports as needed

h. Providing support for meeting room audio-visual issues

i. Resolving printer issues outside of IKON work days/hours

j. Maintaining physician lounge computer equipment

k. Replacing computer keyboards, mice, scanners; installing RAM

l. Troubleshooting Optiflex devices on patient care units

m. Gathering and inputting data for reports distributed by DoIT Service Desk.

3. *Resolves initial and secondary-level computer support problems reported to IT Service Desk including:

a. Intervening on secondary problem resolution for all users with hardware, software and application problems

b. Handling first-level support problems based on call volumes

c. Utilizing available tools and following procedures and policies for handling support cases as expertise permits

d. Performing advanced troubleshooting and escalating problems per appropriate IT procedures

e. Providing accurate and timely logging of problems

f. Demonstrating superior communication tactics in providing information and problem-solving responses to external and internal service personnel

g. Acting as a liaison between customers and internal support staff to ensure accurate problem interpretation throughout the problem resolution process

h. Performing IT functions as assigned.

4. *Maintains an in-depth knowledge of IT supported products and services.

5. *Performs coaching and mentoring for Computer Support Specialists.

6. Reviews and recommends modifications to the IT Service Desk procedures to IT Service Desk Supervisor.

7. Reviews and updates IT Service Desk documentation as assigned.

8. *Maintains confidentiality and HIPAA standards per organizational policies.

9. Attends required training sessions in order to maintain competency in computer software and technological developments.

10. Enters restricted access areas, without supervision, to perform assigned work.

11. Performs other related duties as assigned.

(Essential Job functions are marked with an asterisk "*").

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of personal computers and software applications related to data, networking, software applications, hardware and customer equipment.

2. Knowledge of computer security procedures and practices.

3. Skill in the operation of data center equipment and facility computer hardware.

4. Skill in conducting advanced problem analysis and troubleshooting computer problems.

5. Ability to multi-task, prioritize work demands and work with minimal supervision.

6. Ability to effectively interact with clients having a broad range of computer knowledge and ability.

7. Ability to identify problems/situations, take appropriate action and implement solutions or escalate to provide best outcome.

8. Ability to maintain confidentiality relevant to sensitive information.

9. Ability to work as a team member and lead others in performing work responsibilities.

10. Ability to adapt to and effectively perform work functions in emergency and high stress situations.

11. Ability to communicate effectively, both orally and in writing.

12. Ability to mentor others in problem resolution, software application and hardware equipment use and the provision of superior customer service.

EDUCATION AND EXPERIENCE:

High School graduate or equivalency required. Associate's degree or additional coursework in computer science or related field preferred. Minimum of three (3) years prior computer operations, help desk and/or PC applications experience required. Must successfully complete Support Center Analyst training and Support Center Analyst Certification through the Help Desk Institute within six (6) months of hire/assignment.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT)-Characterized as medium work requiring exertion of 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.