Technical Support Specialist in Rochester, New York at St Johns Health Care Corporation

St. John’s is leading and inspiring a shift in society’s views of elderhood. Join our family of dedicated, talented employees who are at the forefront of innovative senior services delivery in this community. St. John’s embraces living every day by fostering a culture that is friendly, respectful, responsive, compassionate, innovative, and fun for both employees and the elders and residents who call St. John’s home

Position Summary

The Technical Training & Support Specialist is a hybrid role combining technical support with organizational training enablement. This role will focus on supporting the technology needs of staff and educators, maintaining the Learning Management System (LMS), and assisting in the development and implementation of training content. This role seeks to reduce the technical burden on clinical educators by providing direct support and guidance for technical tools and systems.

Responsibilities:

Provide endpoint support for staff

• Operating system, cloud, and desktop application support & troubleshooting
• Configuration & deployment of endpoints; produce and maintain technical documentation for use by staff on supported applications
• Manage and maintain St. John’s Learning Management System (LMS), including system configuration, user accounts, course creation, content upload, and troubleshooting. Collaborate with Nurse Educators to support and maintain mandatory or “in-service” staff training.
• Create digital training materials, slide decks, videos, assessments, and resource guides.
• Track training completion and report on compliance within the LMS.
• Coach educators and trainers on the use of the LMS and similar tools
• Set up and support training rooms, AV equipment, and virtual meetings for training sessions.
• Contribute to process improvement for staff onboarding and education through technical solutions.
• Maintain regular communication with nurse educators and department stakeholders.

Physical Requirements:

• Ability to lift and carry IT equipment up to 35 pounds.

Exposure to Conditions:

• Desktop Applications/Office Suites: MS Office 2010 (Word, PowerPoint, Excel, Publisher and some Access)
• E-mail Applications: Novell GroupWise
• Support Applications and Utilities: Symantec antivirus, MS Steady State, Internet Explorer, Visio, Crystal Reports, hard drive encryption, and desktop imaging software
• Assist Business Analysts as needed in using Microsoft Access & Crystal Reports.
• Configures, installs, and troubleshoots personal computers, thin clients, and various peripherals.
• Synchronizes 3rd-party application data extracts to in-house applications.
• Supports the Help Desk Technician as needed.
• Applies system and application software updates as necessary
• Travels between sites as needed.
• Provides support for computer network connectivity and security, working with other IS staff in that area.
• Keeps abreast of technology trends that relate to the role to promote appropriate computing strategies.
• Provide hardware and software recommendations and assist with budgetary decisions for client departments.
• Evaluate and test operating systems, application software, and hardware for use within IS and customer systems.
• May be required to provide occassional after hours/weekend/holiday support.
• Serve as initial escalation point for Help Desk staff for issues related to personal computers/thin clients, servers, printing or network issues. Escalate to 3rd level sysadmin support staff as appropriate.
• Works in unison with other members of the IS team to support their roles in the Information Systems Department.
• Advises the supervisor of other departments' needs regarding hardware and software.
• Produce or maintain documentation of systems, procedures, diagnostic processes, and methods.
• May be involved with thin client and imaged or non-imaged desktop computer installations/setups including profiles, mapped drives, permissions, printers, etc.
• May interact with hardware or software vendors for all aspects of technical support.
• May work with other departments to identify hardware and software needs.
• Keep abreast of trends as they relate to the computer field by self study, attending job related seminars, courses or conferences which enhance personal development and strengthen job-related skills.
• Provide instruction and mentoring in one-on-one and group settings and computer-based-training to enhance their computing experience, and help customers more efficiently use their hardware and/or software.
• Create technical documentation for use by customers or other IS staff on any supported applications to increase ease of installation/configuration, as well as end-user "how-to" documentation.
• Provide support for projectors and/or other A/V equipment
• Provide support for Elder use of hardware/software specific to that community

Qualities and Responsibilities:

The ideal candidate is a team player with strong communication skills, a positive and professional attitude, and a willingness to learn and adapt in an ever-changing environment. They are self-motivated, take initiative, and show a consistent interest in improving processes and enhancing customer service. This individual values our elders, embraces continuous improvement, and contributes to a warm, service-oriented workplace culture.

Education/Licenses/Certification Required:

• An associate's degree in information Technology or a related field, or equivalent certification with demonstrated skills in information technology.
• Minimum 1-3 years of experience with Microsoft environments.
• Experience with Exchange, Jira, WSUS, Staff training, and Moodle LMS is a plus.