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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30+ days ago