GENERAL SUMMARY:

Responsible for providing advanced computing support to Bryan Health physicians, employees, Community Connect partners, students, and vendors. Performs complex problem determination, incident analysis, troubleshooting, resolution, and escalation for IT-supported products and services. Serves as a technical resource and escalation point for challenging support issues and assists with knowledge sharing and skill development of team members. Provides support for networks, PC and Macintosh desktops, desktop application software, online education software, peripheral devices, and other hardware. Responsibilities also include advanced troubleshooting and resolution of user access issues, password resets, badge access issues, printer problems, EHR and RIS support triage, cyber threat actor triage, virus detection and remediation, and other complex technical issues as part of daily support operations.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

1. *Provides advanced troubleshooting and resolution for complex hardware, software, network, application, and device issues.

1. *Serves as an escalation point for team members and assists with resolution of complex support incidents.

1. *Mentors staff, supports ongoing skill development, and assists in training new hires through shadowing and workflow education.

1. Creates, updates, and improves Knowledge Base articles, procedures, and standard work guides; identifies and addresses documentation gaps.

1. Conducts rounding with clinical and non-clinical departments and provides on-the-spot problem resolution.

1. Coordinates technical aspects of office moves, equipment transitions, and area relocations.

1. Supports walk-up customers as needed and provides enhanced technical assistance.

1. *Handles complex user access issues, including advanced triage, access validation, and entitlement review prior to assignment or closure.

1. In accordance with established Information Technology (IT) standards, monitors Data Center functions, interfaces, environmental systems, and system operations.

1. *Resolves first-level computer support problems reported to the IT Service Desk by utilizing available tools, procedures, and policies, escalating issues as appropriate, and documenting support activities accurately and timely.

1. *Diagnoses and resolves issues related to hardware, software, printers, mobile devices, network connectivity, and user accounts.

1. *Delivers professional, clear, courteous, and empathetic communication with customers, vendors, and IT personnel.

1. * Documents customer interactions and technical issues accurately in the ticketing system while managing service demand and call volumes.

1. *Assists with service outages by gathering and documenting user impact information.

1. Participates in shift turnover and handoff activities to ensure continuity of support.

1. *Maintains downtime logs, performs assigned run schedule tasks, and monitors daily backups.

1. *Controls and documents physical and remote access to systems.

1. Works with vendors and IT staff to resolve technical issues and coordinate service restoration activities.

1. Maintains and manages loaner laptop inventory and checkout processes.

1. Maintains physician lounge computer equipment and supports meeting room audio-visual technology.

1. Replaces and installs computer hardware components, including computers, keyboards, mice, scanners, and memory upgrades.

1. Maintains professional growth and development through seminars, workshops, and professional affiliations to remain current in the field of expertise.

1. Participates in meetings, committees and department projects as assigned.

1. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk “*”).

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of personal computers and software applications related to data, networking, software applications, hardware and customer equipment.

1. Knowledge of computer security procedures and practices.

1. Skill in the operation of data center equipment and facility computer hardware.

1. Skill in conducting problem analysis and troubleshooting computer problems.

1. Ability to multi-task, prioritize work demands and work with minimal supervision.

1. Ability to effectively interact with clients having a broad range of computer knowledge and ability.

1. Ability to identify problems/situations, take appropriate action and implement solutions or escalate as required.

1. Ability to communicate effectively both verbally and in writing.

1. Ability to perform crucial conversations with desired outcomes.

1. Ability to problem solve and engage independent critical thinking skills.

1. Ability to maintain confidentiality relevant to sensitive information.

1. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

High School graduate or equivalent required. Associate’s degree or additional coursework in computer science or related field preferred. Two (2) years of IT support experience required, ideally in a service or help desk environment.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT)—Characterized as medium work requiring exertion of 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects