General Summary Provides "Tier 1" hardware and software support for an unlimited number of end users. Under general direction, advises and assists users in problem-solving activities using information system applications. Participates in network maintenance and support activities such as hardware installations, software installations, system monitoring and back-ups, establishment of user accounts, background job runs, report deliveries, etc. Interacts with network and application teams to restore service and/or identify and correct core problems and training needs. May work on simple applications for departmental use or participate in other projects within the organization. Maintains a high level of technical skill in field of expertise. Consistently demonstrates support of the SRAlab statement of Mission and Philosophy by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute. Demonstrates SRAlab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and SRAlab Values (Hope, Compassion, Discovery, Collaboration, & Commitment to Excellence) while fulfilling job duties. Principal Responsibilities 1. Primary responsibility is to provide first tier end-user support via telephone in ACD Help Desk Environment. 2. Secondary responsibility is to provide face-to-face support to end-users as directed by the Manager, IS Operations. 3. Works with users to solve problems with available technology including hardware, software and peripherals. May simulate or recreate user problems to resolve operating difficulties. 4. Performs daily system monitoring and backups. 5. Installs hardware, software and peripherals. Troubleshoots basic hardware and software problems. 6. Performs general tasks to aid in the ongoing support of the client server environment. 7. Documents all user interactions per established procedures in Remedy help desk software. 8. Manages and documents resolutions in assigned Remedy work queue to ensure that issues are resolved in a timely manner and appropriate trouble ticket documentation is captured. 9. Maintains an adequate inventory of the network components (including software), spares and parts used in repair work. 10. Recommends system and process modifications to reduce user problems and improve customer service. 11. Performs general maintenance. 12. Prepares status reports for all work performed per established routines and procedures. 13. Provides superior customer service Reporting Relationships 1. Reports to Director, IS Operations and receives direction from Director, IS Operations and Help Desk Team Lead on work priorities and daily assignments. Knowledge, Skills & Abilities Required 1. High school diploma or equivalent education required, A+ certification preferred. 2. Minimum of 3 years of network/application support experience required. 3. Superior customer service skills. 4. Experience trouble shooting PCs and printers in a client server environment required. 5. Knowledge of Windows operating systems and the MS Office (Word, Excel, Access, PowerPoint, and Outlook). 6. Experience with Cerner and Microsoft Great Plains desirable, but not required 7. Familiarity with healthcare delivery processes a plus. 8. Ability to work effectively and responsibly in a team or independently. 9. Ability to read, understand and implement established procedures. 10. Ability to drive to SRAlab remote sites in the Chicagoland area to provide end-user support 11. Ability to transport and move PCs, printers and related hardware weighing up to 30 pounds. Working Conditions 1. Normal office environment 2. 24x7 Support Operation 3. Travel to remote sites required in SRAlab or personal vehicle 4. May require long periods of concentration and attention to detail 5. May be exposed to other settings within the healthcare environment for short periods while meeting with others and/or observing work flow. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
SRAlab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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