Job Description

** General Summary**

Performs basic to moderately complex tasks which includes troubleshooting, repairing computer systems and peripheral equipment located throughout the organization. Provide technical expertise and support for projects and activities involving systems used by senior leadership within UMMS. Serve as primary point of contact for executives requiring technical support which may include activities offsite and/or outside of normal business hours. Work is performed under limited supervision. Direct report to the Technical Site Manager for Shared Services.

** Principal Responsibilities and Tasks**

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification, and are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

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Proactively monitor and maintain hardware and infrastructure in support of executive leadership and board activities, including desktops, laptops, communications and telecommunications equipment, conference room infrastructure, and mobile devices.

Maintain parts inventory for systems, subsystems, and related equipment used in service work.

Independently install and/or relocate computer equipment (e.g., PCs, thin client terminals, printers, and related hardware at user locations, etc.); ensure appropriate electrical and network connectivity.

Deploy hardware in accordance with departmental policies, procedures, and technical operating and assembly manuals.

Provide first tier issue analysis and resolution; escalate as necessary.

Maintain knowledge of assigned applications, hardware and network to support clinical and business environments.

Independently perform technical assessments and PC configuration changes.

Utilize Helpdesk Call Tracking application to provide detailed documentation for all service and update requests; collect data from customers to aid problem determination and resolution; provide information to the Helpdesk for on-going follow up with customers until issue resolution.

Assist customers with specifying the nature of their request/issue; troubleshoot issues and assist with system issues on all platforms/services used across the organization.

Provide or facilitate advanced IT tiered support by providing appropriate information for escalated issues; provide weekly status reports regarding escalated issues for leadership review.

Maintain an inventory of parts used and needed to re-order, including testing parts received for stock to ensure an effective level of service.

Maintain an inventory for all end user deployed equipment; oversee and/or document all system configurations in database.

Coordinate activities, times, and schedules with suppliers and contractors regarding the installation, operation, maintenance and evaluation of user locations for data equipment; ensure issues are resolved in a timely manner and in accordance with UMMS policies, procedures and standards.

Collect and analyze real-time trending information.

Provide support to End User Computing and/or Project Management Office for projects or activities as needed, while remaining accessible to primary customer base.

Perform others duties in support of End User Computing, including: serving as a point of escalation for junior team members, training of additional resources, triaging of service desk tickets and assigning work to technicians.

Assist PC Maintenance Technician IIIs as needed.

Perform other duties as assigned.

Qualifications

** Education and Experience**

High School Diploma or GED. Associate’s degree in Computer Science, Information Technology, or certification in Computer Science, Telecommunications, Network Engineering, or related field preferred.

Five years of experience working with desktop equipment, performing installations, configuration, troubleshooting, and evaluations.

Experience communicating with and supporting senior executive level customers is highly desired.

** Knowledge, Skills, and Abilities**

Working knowledge of personal computers, laptops, mobile devices, printers and accessories, software installation and configuration, networking, and cabling.

Working knowledge of PC and desktop hardware, mobile devices, software, and operating systems (e.g., Windows, Microsoft Office, Apple iPhones and iPads, etc.). Additional training will be provided, as necessary, on UMMS-specific applications and workflows.

Working knowledge of troubleshooting techniques and test equipment.

Advanced customer service skills and ability to follow through on issues to resolution.

Working knowledge and understanding of how technology can be applied to provide system support.

Ability to understand and adhere to systems security and compliance procedures in accordance with departmental, vendor, corporate, or regulatory standards.

Ability to provide general leadership to other members of the EUC team, as assigned or in the absence of other management.

Ability to present ideas in a customer friendly language, with diplomacy and without intimidation.

Ability to project an image of competence, efficiency and professionalism at all times.

Ability to act effectively as a liaison between the customer, escalated support, and others.

Effective skill developing and maintaining collaborative working relationships with all levels of leadership, staff, vendors, etc.

Advanced analytical, organizational, and problem-solving skills.

Advanced skill communicating complex technical concepts to non-technical audiences.

Ability to perform daily work activities of the position and provide prompt and effective responses/solutions to customer needs.

Ability to effectively manage time and prioritize disparate tasks appropriately, with or without external guidance.

Ability to work independently and as part of a team.

Advanced verbal, written and interpersonal communication skills.

Advanced skill in the use of Microsoft Office Suite (e.g., Access, Word, Excel, PowerPoint).

Additional Information

All your information will be kept confidential according to EEO guidelines.