Information Systems Operations Specialist (IS2608 - NIC)

Responsible for end-user and systems support by logging and tracking of issues related to the maintenance, repair and upkeep of organizational Information Systems.  to include, but not limited to desktops, laptops and printers. Installation and troubleshooting of software, phone system, desktops, audio visual equipment, network and other related. 

DUTIES AND RESPONSIBILITIES:

1. Provides expert technical support, guidance, and training to end-users on computing equipment, applications, and enterprise solutions on-site, by phone, email or remote support session. 

 2. Ensures all end-user support requests submitted via help desk portal, email, phone, instant messaging, or verbal communications are properly documented, worked, resolved, and dispositioned appropriately in the Help Desk system. 

 3. Manages user account information, group membership and email mailboxes. 

 4. Maintains work log of daily operational tasks required for provisioning and maintaining operable hardware inventory. 

 5. Installs, configures, and troubleshoots computing equipment, peripherals, applications, and medical devices. 

 6. Works on infrastructure installations including structured cabling, networking equipment, wireless access points, audio/video conferencing equipment, security cameras and UPS devices.

 7. Collaborates on joint team projects and with other departments to assist with developing and implementing solutions to meet business needs.  

 8. Stays current with employed technologies and solutions, engages in personal development initiatives, contributes resolutions to IT KB articles and participates in after-hours support coverage.

 9. Provides excellent internal and external customer service. Addresses and assists patients, staff, vendors, contractors, guests, and business partners with the highest level of courteousness and professionalism.   

 10. Performs other related duties as assigned. 

JOB QUALIFICATIONS:

High School Diploma or equivalent required

Minimum 2 years’ experience of technical support and user account management preferred. 

Associates degree in Information Systems or equivalent preferred 

Ability to demonstrate knowledge of Windows operating systems, networking fundamentals, Active Directory. 

Willing to complete A+, Network+, or Security+ certification within 6 months of hire date

Scheduled hours and/or work locations are subject to change 

Travel required; must have dependable transportation and clear driving record 

PHYSICAL AND MENTAL ACTIVITIES AND REQUIREMENTS:

Finger Dexterity: Using fingers to make small movements when repairing laptop or desktop.

Talking: Frequently conveying detailed or important instructions or ideas accurately, clearly, or quickly.

Hearing: Able to hear average or normal conversations and receive ordinary information; hear whispered voice at five (5) feet.

Repetitive Motions: Frequently and regularly using the wrists, hands, and fingers.

Visual: Visual acuity necessary for the proper evaluation of troubleshooting PC/LAN issues and prepare or inspect documents or other materials.  Ability to accurately view computer monitors

Physical: Sitting 20-30% of time and standing, walking 70-80% of time. Climbing stairs/ladders; crouching or crawling during Technician duties.  May have to lift, pull, push heavy equipment, and other such items weighing up to approximately 70 lbs. Able to bend at the waist, twist and turn along axial plane.