Technology Support Specialist

JOB SUMMARY

Responsible for ordering, installing, modifying and making repairs to hardware, software, mobile devices and

peripheral equipment. Works collaboratively with the Technical and Informatics teams, serving as the IT Lead role on

projects, performs detailed problem solving on issues related to software, hardware and peripherals. Completed

customer service ticket requests with details on work performed. Adheres to and practices the SJH Corporate

Compliance Program and participates in Performance Improvement activities. Performs other duties as assigned by

IT Management.

ESSENTIAL FUNCTIONS

General Responsibilities

· Configures, installs, fixes and upgrades edge and peripheral devices.

· Enables/Disables network security for new and existing users as needed.

· Calls back users when new requests are received within a 48 hour period.

· Responds to STAT and/or Critical requests immediately.

· Keeps hardware, software and peripherals up-to-date on a consistent basis.

· Investigated hardware and software problems and performs minor system hardware and communication connection

repairs.

· Follows through on all problems with accuracy, details and communication until appropriately resolved.

· Works on special projects as the IT Lead as assigned.

Help Desk

· Participates in On-Call rotation and Help Desk coverage.

· Trouble shoots end-user issues on edge devices, printers, peripherals, servers, integration, etc. with efficiency and

thoroughness.

· Coordinates activities and provides backup support with help desk, network services or other information system

staff as needed.

· Communicates appropriate information about computer workstation related requests to employees, physicians and

office staff.

· Documents work performed/solutions in customer service ticket software on a daily basis.

Purchases and Inventory

· Coordinates purchases of new edge devices, software, hardware, peripherals and upgrades.

· Maintains inventory/database of all edge devices, including replacements, printers and peripheral devices.

· Maintains documentation on requests, purchases, licenses, and origination standards for installing and configuring

software.

· Participates in vendor meetings.

User Education

· Assists computer users with basic equipment problems and provides education and training for edge device and

printer operation.

Compliance

· Complies with all hospital confidentiality, safety, infectious and hazardous materials policies and procedures.

Events

· Participates in planning for organization projects which require edge devices, printers and peripheral devices.

· Provides assistance for computer equipment for monthly medical staff meetings, Board of Trustees meetings and

other training courses as needed.

· Travels to off-site facilities to assist users with hardware, software and peripheral devices.

JOB REQUIREMENTS

Minimum Education

Preferred: Associates or Bachelor's degree in Information Technology or equivalent.

Minimum Work Experience

Required: 2 years experience in Information Technology or equivalent.

FUNCTIONAL DEMANDS

Working Conditions

Office setting. All areas of the hospital. Acute and intensive care as well as health care office settings. Frequent

stressful situations and projects/tasks with compressed time lines. Must be on-site at the St. John's Health campus or

other facilities to fulfill the responsibilities of this role.

Physical Requirements

Ability to sit/stand in front of a computer for extended periods of time, handle multiple disruptions, juggle competing

demanding priorities, communicate effectively both verbally and in writing. Ability to crouch, stoop, and/or bend.

Occasional lifting of up to 50 pounds as needed.

Direct Reports: None

Reports to: Manager Technical IT

Internal & External Contacts

All hospital employees, physicians, community agencies, vendors, and guests.

LEADERSHIP CAPABILITIES

Problem Solving

• Uses logic and methods to solve problems with effective solutions
• Can see hidden problems
• Looks beyond the obvious and doesn't stop at the first answers

Priority Setting

• Spends his/her time and the time of others on what's important
• Quickly zeros in on the critical few and puts the trivial many aside

Time Management

• Uses his/her time effectively and efficiently
• Concentrates his/her efforts on the more important priorities
• Gets more done in less time than others

Interpersonal Skills

• Relates well to all kinds of people, up, down and sideways, inside and outside the organization
• Builds appropriate rapport
• Uses diplomacy and tact

Attention to Detail

• Completes tasks in a way that ensures there are no errors
• Methodically and patiently reviews work to identify any mistakes or discrepancies
• Creates and stores documentation in a way that is thorough and easy to access

Dealing with Ambiguity

• Copes effectively with change
• Handles risk and uncertainty comfortably