TECHNICAL SUPPORT SPECIALIST

Technical Support Specialist

Job Category : Harbor Requisition Number : TECHN003532 Showing 1 location Job Details

Description

Harbor is currently seeking a full-time Technical Support Specialist who provides support on desktop and laptop computers.

Includes installing, diagnosing, repairing, maintaining and upgrading hardware and equipment to ensure optimal performance.

Requirements :

• Bachelors degree in computer science or related field preferred. May substitute certifications and experience.
• Must also have experience (or education) in hardware, networking (basic NT and SQL server knowledge) and communications.
• Must demonstrate a familiarity with Windows operating systems.
• Must be a team player, learn protocols quickly, follow directions and maintain confidentiality.
• Must have strong attention to detail, think logically, be able to troubleshoot problems / questions that users present, and be able to communicate (verbal and written) effectively with a variety of individuals.
• Must be patient, conscientious, self-motivated, independent, productive and have a strong customer service oriented orientation.
• Must be able transport self to other Harbor locations.
• Must have valid drivers license, acceptable driving record, and be deemed insurable through Harbors vehicle insurance carrier.

Job Duties :

• Responds to incoming calls (office or cell), voice mails, emails and direct staff requests regarding workstation and / or hardware problems in a courteous and timely manner.
• Consults with staff to determine hardware requirements needed by staff to perform their jobs. Requests appropriate approval from upper management based on Harbors ordering procedure prior to purchasing items.
• Records, documents and tracks help desk issue resolutions, actions taken, and final resolution.
• Follows up with staff after computer issue has been resolved to verify problem was adequately resolved.
• Installs, configures, tests, maintains, monitors and troubleshoots staff workstations and laptops.
• Installs, configures and tests Harbor approved software on staffs workstations / laptops. Troubleshoots issues with software applications in coordination with IT Help Desk Technician, if necessary.
• Assesses need for and implements performance upgrades to workstations / laptops including the installation of network cards, hard drives, memory, etc.
• Maintains an inventory of all workstations and laptops. Periodically runs auditing software on all Harbor workstations, laptops and printers to associate staff with IT equipment.
• Maintains list of users who have been given Harbor owned mobile equipment such as laptops (and associated accessories), tablets, etc.

Ensures applicable policies / agreements have been reviewed with this staff and signed off by staff when required.

• Coordinates with office managers for regularly scheduled visits at Harbor's outlying sites.
• Ensures that Windows-based workstations comply with Harbors established policies and standards.
• Collaborates with Systems Administrator to ensure efficient operation of Harbors workstation / laptop environment; assures both are aware of what each other is working on and provides some overlaps of responsibility for backup purposes (including basic knowledge of server environment and phone system).
• Monitors technology usage by staff to ensure staff are complying with Harbors IT policies including appropriate e-mail usage and Internet usage.
• Confers with Systems Administrator or outsourced consultants when necessary.
• Remains familiar with basic EHR functionality to serve as backup to IT Help Desk Technician.
• Installs required software installations / updates on workstations / laptops as necessary.
• Reviews and deploys new Windows service packs, hot fixes, system updates and patches on Harbors workstations / laptops when applicable.
• Helps set up projector / laptop when assistance is requested from staff.
• Participates as an active member of the IT Team.
• Keeps current with trends and developments related to essential job competencies, and demonstrates continued growth.

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