Job Description

POSITION SUMMARY:

This position requires the ability to deal effectively with basic systems and problems encountered at the systems
analyst / systems integration level, with minimal assistance from peers or manager. This position will work
with Management, cross-functional groups, e.g. Network, Database, Desktop, Web Technology and
users to integrate and implement systems, troubleshoot complex application and hardware issues, and
support company and systems initiatives. This associate will act as the communication "hub" coordinating
the information technology activities during IT initiatives, MACS, and projects.

PRIMARY ACCOUNTABILITIES:

Stewardship:
 Ensures that adequate testing is performed and documented prior to Hardware
implementation
 Mentors Customer Service associates assisting these associates with more complex issues
or projects
 Keeps Manager informed of status of activities and issues on a regular assigned schedule and in
the appropriate format.
 Performs duties independently, handling routine issues without analyst, PMO, or management
intervention. Escalate more complex issues as needed to management as appropriate.
 Able to demonstrate cost savings strategies within your area of responsibilities.
 Leads in the development of processes and procedures to be used by IT Technicians.
 Serves as a liaison between other technical staff, management, users, and vendors
regarding service requests, usage, standards, security, and other technical matters.

Customer Experience:
 Expert understanding of assigned Hardware functionality. (PC, Phone, Carts, etc)
 Evaluates end-user equipment for purchase; recommends new configurations, provides training
or arranges for vendor training for technicians.

QUALIFICATIONS REQUIRED:
 Associate Degree in relevant field required. Bachelor degree preferred.
 Three years minimum of customer support experience required, with demonstrated
exceptional customer service skills and ability to relate to customers’ needs and concerns.
 Minimum of three years’ technology experience required.
 Project management experience preferred.
 In lieu of Associates Degree, a high school diploma or equivalent, an additional two years’ of
customer service experience and additional two years’ of technology experience and two years’ of
project management may be substituted at director's discretion.
 HDI Desktop Support certification is required within 180 days from date of hire
 CompTIA A+ certification required within 90 days from date of hire
 Network+ or Microsoft MCP certifications preferred
 Working background in a health care environment desired.
 Reliable transportation is required to travel to any Health First site to support customer needs, which may require securely transporting IT equipment in a privately owned vehicle.
 Demonstrates good oral, written, and interpersonal communication skills
 Advanced Knowledge of Microsoft Office Applications and Windows Operating systems
 Working knowledge of Active Directory is preferred
 Ability to work shifts at various times of the day at different geographic locations with
additional on-call and weekend responsibilities

PHYSICAL DEMANDS:
 Able to lift up to 40 lbs. at least 10 times a day
 Able to work extended hours when required
 Able to handle various physical activities deploying PCs in the work areas
 Able to sit, stand or walk for extended periods.
 Visual acuity and ability to view computer screen for extended periods of time.
 Able to enter data using hand/wrist dexterity

MENTAL DEMANDS:
 Ability to read, analyzes, and interprets general business periodicals, professional journals and
technical procedures.
 Ability to write clear and concise technical documents
 Ability to effectively present information and respond to questions from groups of
managers, clients, customers, and the general public
 Ability to handle stressful and dynamic work situations in a professional manner
 Ability to perform duties with minimal supervision
 Ability to assess, interpret data, and work to resolution of computer system problems
 Ability to satisfy customer requirements based on the understanding of equipment and
concepts from the user's perspective
 Ability to regularly operate under deadlines and reprioritize to meet changing needs
 Ability to analyze various situations and provide possible solutions for issues
 Ability to mentor and coach technicians

Disclaimer:
This job description is intended to convey information essential to understanding the scope of the position and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Healthlink Advisors is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.  

 

Job Tags

Contract work, Shift work, Weekend work,

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