Technology Support Specialist

DEPARTMENT: TECHNOLOGY INFRASTRUCTURE SVCFACILITY: Tift Regional Medical CenterWORK TYPE: Full TimeSHIFT: DaytimeSUMMARY: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 Fieldor* 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.