Technology Support Specialist

DEPARTMENT

TECHNOLOGY

INFRASTRUCTURE SVC F ACILITY

Tift Regional Medical Center

WORK TYPE

Full Time S HIFT:

Daytime SUMMARY:

The Technology Support Specialist is the first line of escalation for technical issues, and is responsible for the resolution of Level 1 calls. The Technology Support Specialist will assist users in a timely and courteous manner while guiding them through the process of the resolution of their issues.

RESPONSIBILITIES

• Provides general tier 1 support and troubleshooting assistances. Answers, coordinates, and assigns support requests in a timely manner. Performs diagnostic tests, notes symptoms, gathers relevant problem/malfunction facts and data from users. Serves as the technical liaison to the user community and resolves technical issues within the desktop computing environment. Contacts Analyst and Engineers for support when necessary to resolve problems and/or outages. Documents steps taken to resolve issues for use within the technical support group. Completes support request documentation within ticketing system for all customer requests, including walk ups. Performs on-site analysis, diagnosis, and resolution of desktop and peripheral problems for a variety of end users, and recommends and implements corrective solutions including off-site repair as needed. Receives and responds to incoming calls, pages, and/or e-mails regarding desktop and/or hardware problems. Maintains inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment. Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance. Recommends, schedules, and performs PC, hardware and peripheral equipment improvements, upgrades, and repairs. Assists in developing long-term strategies and capacity planning for meeting future computer hardware needs. Supports development and implementation of new computer projects and new hardware installations. Serves as liaise with third-party support and PC equipment vendors, when needed. Aids in development of business continuity and disaster recovery plans, maintains current knowledge of plan executables, and responds to crises in accordance with business continuity and disaster recovery plans. Keeps abreast of pertinent federal, and state regulations and laws and Tift Regional Health System, Inc. ("TRHS") policies as they presently exist and as they change or are modified.

Understands and adheres to:

TRHS' compliance standards as they appear in TRHS's Corporate Compliance Policy, Code of Conduct and Conflict of Interest Policy; and HIPAA and TRHS policies regarding privacy and security of protected health information. Demonstrates the ability to perform tasks that meet the age-specific requirements of the persons, patients, vendors, and staff that the employee is charged to interact with as required by the position. Offers suggestions on ways to improve operations of department and reduce costs. Attends all mandatory education programs. Improves self-knowledge through voluntarily attending continuing education/certification classes. Maintains required competency levels as identified in written exams, skills checklists, skills labs, annual safety and health requirements as well as service excellence education hours requirements. Cross-trains in order to better assist co-workers and to provide maximum efficiency in the department. Volunteers/participates on hospital committees, functions, and department projects. Manages resources effectively. Reports equipment in need of repair in order to extend life of equipment and removes malfunctioning equipment out of service with timely reporting to the appropriate personnel. Makes good use of time so as to not create needless overtime.

EDUCATION

• Associate's Degree in Related Field or • Education equivalent experience: High school diploma or equivalent and a minimum of two (2) years of IT experience.

OTHER INFORMATION

A minimum of one (1) year experience with desktop hardware, Windows OS, Microsoft Office, Skype for business, and Adobe preferred. Southwell/Tift Regional Health System, Inc. is an Equal Opportunity Employer.