Desktop Support (Travel 80%)

Title: Desktop Support
Location: Hackensack, NJ (Onsite 5 days a week)
Duration: Longterm Contract

Travel: Up to 80% (Expenses Reimbursement)
 

JOB DESCRIPTION

We need a system administrator who has experience with rollouts/implementation on-site.

They will need a car (mileage reimbursement from the hospital) and will be spending at least 70% of their time in between our satellite offices. 

as a system admin, they will the liaison between the office and desktop/telecommunications/internal processing systems/networking & security.

I.                    Basic Job Information:

Position Summary: Under the guidance of a manager, the technical support technician’s role is to provide technical software, hardware and network problem resolution to internal and external callers in a timely, patient and courteous manner.  A professional demeanor is a strict requirement of this position.  The technician may provide telephone and remote support initially but will often perform on and off-site assistance.  If the technician cannot resolve an issue they must escalate to their manager or appropriate person for assistance. The ability to work alone or as part of a group is a must. Must possess capacity to work in a fast-paced environment.

Requirements:

Education:  HS diploma or equivalent experience

Skills: Multi-tasking, proper escalation of reported issues

Experience:  Above average knowledge of Windows operating system. Working knowledge of computer software, hardware platforms, and laser printers. Experience in a fast-paced work environment.

Certifications: CompTIA A+ preferred or degree in Computer Science.

II.                  Medical Center Standards:

Mission-driven: The employee understands the mission of the client. Through his/her behavior, the employee demonstrates a commitment to the fundamental values of the mission.

Quality: The employee understands that the interests of patients take priority over all other objectives. The employee strives for workplace excellence and takes the initiative to identify ways to improve and promote quality.

Customer Service: The employee demonstrates positive customer service skills, including upholding the tenets of the Excellence Begins with Me pledge. The employee takes the time to assist patients, families, and visitors, and responds to any problems or concerns. The employee displays respect and sensitivity to cultural differences.

Teamwork: The employee promotes positive teamwork. The employee uses clear and effective communication, is responsive to needs and requests, practices cooperation when working in groups, gives and welcomes feedback, and balances individual and team responsibilities.

Stewardship: The employee takes responsibility for financial performance of their department and of the Medical Center. The employee uses resources (including team members, supplies, and equipment) in an efficient and cost-effective manner.

Accountability: The employee executes assignments to closure and achieves desired results. The employee takes ownership for actions and decisions and supports the success of the job, the department, and the Medical Center.

Initiative: The employee demonstrates self-direction by identifying and seizing opportunities for improvement. The employee is motivated to drive for success in his/her endeavors.

Adaptability: The employee understands the dynamic nature of the workplace and displays an openness to change. The employee changes practices as needed to accomplish the goals of the Medical Center, and is responsive to situations that require variation in regular routine.

III.                Essential Functions of the Job:

1.                   Identify, troubleshoot and resolve a wide range of technical computer related problems.

2.                   Provide ‘basic’ training to end users that may help reduce future help desk calls

3.                   Conduct all interactions with system users, peers and management in a patient, courteous and professional manner.  

4.                   Install, configure and upgrade operating systems, software applications, PC hardware and peripherals. May include simple cabling tasks.

5.                   Answer the technical support phone, review email account and log all support calls in the proper database

6.                   Must have a flexible schedule to work other shifts including weekends and holidays. This is a requirement of this position.

7.                   Must maintain and respect confidentiality regarding patient information or internal hospital information (ie: payroll, clinical, financial data, etc.)

8.                   Provide end user resolution over the phone, remotely or through on-site visits.

9.                   Maintain asset inventory at all times  (ie: utilize Asset Tracker)

10.               Perform desktop repair for PC computer equipment and peripherals (ie: printers, scanners, mobile carts, etc.)

11.               Coordinates repair of third party equipment (ie: printers, faxes, copiers, etc) with appropriate vendors.

12.               Maintains strong customer focdemeanor at all times.

13.               Follows established and Help Desk policies and procedures at all times.

14.               Performs other duties as requested by IT management.

15.               Visually monitor systems at all times.  Determine that all systems are running and take appropriate action if needed.

16.               Maintain various on-line logs to keep track of daily/monthly assignments.