Job description

**JOB PURPOSE & MISSION** Provides support and quality service to client community by installing, inspecting, maintaining, troubleshooting and repairing personal computers, peripherals, network printers, and all telecommunications facilities. Support includes issues relating to system access, hardware, application software, and basic network communication issues. Documents, tracks and monitors issues to ensure timely resolution and customer satisfaction. Serves as a technical resource between Information Systems and the end user community for the daily operational issues related to desktop networking, desktop administration, application accessibility on personal computers, Tier 1 service of printers, Voip phones, and mobile devices. • Essential Job Functions Include, But Are Not Limited To:** • *1. Functions as technical desktop liaison between IS Department and end user community, internally or externally.** • Provides education to all staff regarding Information System's desktop hardware or software. • Assists all staff in identifying cause and solution to computer, printer, and phone issues. • Provides cross-training for other members of the Information System's staff with regard to appropriate desktop use and/or functionality. • Works directly with the System Administrators to establish priorities, while administering multiple tasks concurrently when needed. • Follows-up with client after installation/repair to assure the client is satisfied with work performed. • *2. Provides technical expertise in evaluation of computer programs and applications; supports implementation and maintenance of all Information Technology hardware.** • Researches new developments in hardware and software and keeps abreast of the latest developments and studies involving computer-related procedures and methods. • Works collaboratively with both internal and external technical experts to ensure programs and applications meet the needs of all customers. • Works with Information System's technical staff in development of education, literature and training programs to optimize end users' ability to interact effectively with computer programs and hardware. • Develops and implements data driven performance improvement methodologies. Maintains accurate records for use in evaluating organizational performance. Identifies ways of improving current services and consults with management on issues and problems. Participates in testing of systems or applications before implementation to ensure functionality. • Ensures accuracy and integrity of all inventory or tracking databases for desktop services. • Monitors tickets, e-mail and voicemail for outstanding problems and responds within 24 hrs of receiving trouble ticket to ensure excellent customer service. • Makes repairs to hardware and peripheral components such as monitors, keyboards, printers, and drives. • Coordinates activities with help desk, network services, or other information systems group. • Ensures security, integrity, and privacy of BRGHS data following organizational policies and procedures. • Must be able to lift, push, and/or pull computers, printers, carts and associated peripherals for installation and/or maintenance. • *3. Performs all other duties as assigned.** • *JOB REQUIREMENTS** • *Experience** Required: • 2 - 3 years of experience in troubleshooting, repairing personal computer hardware, and software installation / distribution • Prior experience supporting MS Office 365, web-based applications, and remote control/management applications • Prior experience identifying and resolving hardware issues for laptops, desktops, printers, and mobile devices • *Education** Required: None Preferred: Associate's degree in Computer Technology (2 years of experience in a related field may be substituted) • *Certifications & Licensure** Required: • Microsoft Certified Desktop Professional (MCDSP) (2 years of experience with MS Desktop applications may be substituted) • *Special Skills or Knowledge** Required: • Good interpersonal/human relations skills. • Good oral and written communication skills. • Problem solving and critical thinking skills. • Ability to think critically to determine source of problems and determine resolution. • Excellent skills of planning, organizing, customer service, record keeping and controlling cost. • Must provide own transportation to multiple customer locations within established timeframes. • *HIPAA & SAFETY REQUIREMENTS** • HIPAA -** Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to Job Position including but not limited to: Medical records without limitation both paper and electronic, patient demographics, lab and radiology results, patient information related to surgery or appointment schedules, medical records related to quality data, patient financial information, patient billing 3rd party, patient related complaints, information related to patient location, religious beliefs and/or public health records. • SAFETY -** Maintains knowledge of and adherence to all applicable safety practices appropriate to Job Position including but not limited to: Incident reporting, handling of wastes, sharps and linen, PPE, exposure control plans, hand washing, environment of care, patient identification, administers/collects medications/blood order, transports/monitors or observes patients with infusion pumps, and monitors clinical alarms. • *PERFORMANCE CRITERIA & STANDARDS** • Everyday Excellence Values** - Employee demonstrates Everyday Excellence values in the day-to-day performance of their job. • Demonstrates courtesy and caring to each other, patients and their families, physicians, and the community. • Takes initiative in living our Everyday Excellence values and vital signs. • Takes initiative in identifying customer needs before the customer asks. • Participates in teamwork willingly and with enthusiasm. • Demonstrates respect for the dignity and privacy needs of customers through personal action and attention to the environment of care. • Keeps customers informed, answers customer questions and anticipates information needs of customers • Corporate Compliance** - Employee demonstrates commitment to the Code of Conduct, Conflict of Interest Guidelines and the GHS Corporate Compliance Guidelines. • Practices diligence in fulfilling the regulatory and legal requirements of the position and department. • Maintains accurate and reliable patient/organizational records. • Maintains professional relationships with appropriate officials; communicates honestly and completely; behaves in a fair and nondiscriminatory manner in all professional contacts. • Personal Achievement** - Employee demonstrates initiative in achieving work goals and meeting personal objectives. • Uses accepted procedures and practices to complete assignments. Uses creative and proactive solutions to achieve objectives even when workload and demands are high. • Adheres to high moral principles of honesty, loyalty, sincerity, and fairness. • Upholds the ethical standards of the organization. • Performance Improvement** - Employee actively participates in Performance Improvement activities and incorporates quality improvement standards in his/her job performance. • Optimizes talents, skills, and abilities in achieving excellence in meeting and exceeding customer expectations. • Initiates or redesigns to continuously improve work processes. • Contributes ideas and suggestions to improve approaches to work processes. • Willingly participates in organization and/or department quality initiatives. • Cost Management** - Employee demonstrates effective cost management practices. • Effectively manages time and resources • Makes conscious effort to effectively utilize the resources of the organization — material, human, and financial. • Consistently looks for and uses resource saving processes. • Patient & Employee Safety** - Employee actively participates in and demonstrates effective patient and employee safety practices. • Employee effectively communicates, demonstrates, coordinates and emphasizes patient and employee safety. • Employee proactively reports errors, potential errors, injuries or potential injuries. • Employee demonstrates departmental specific patient and employee safety standards at all times. • Employee demonstrates the use of proper safety techniques, equipment and devices and follows safety policies, procedures and plans.

Requirements