Computer Support Specialist

GENERAL SUMMARY:

Responsible for providing computing support to Bryan Health physicians, employees, Community Connect partners, students, and vendors. Provides first level problem determination, incident recording, problem resolution, and escalation for IT supported products and services. This includes support for networks; PC and Macintosh desktops; desktop application software; online education software; peripheral devices; and other hardware. Responsibilities also include assisting with password resets, badge access issues, printer troubleshooting, EHR and RIS support triage, cyber threat actor triage, and virus detection and remediation as part of daily support operations

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

1. *In accordance with established Information Technology (IT) standards, monitors Data Center functions, interfaces, environmental and systems.

1. *Resolves first-level computer support problems reported to IT Service Desk including providing initial problem resolution for all users with hardware, software and application problems; utilizing available tools and following procedures and policies for handling support cases as expertise permits; performing basic troubleshooting and escalating problems per appropriate IT procedures; and providing accurate and timely logging of problems

1. *Provide first-line technical assistance via phone, email, chat, or ticketing system

1. *Diagnose and resolve issues related to hardware, software, printers, mobile devices, network connectivity, and user accounts

1. *Guide users through step-by-step solutions

1. Escalate complex issues according to established workflows

1. Deliver professional, clear, and empathetic communication

1. *Manage high call volumes while maintaining quality and accuracy

1. *Document interactions thoroughly in the ticketing system

1. Use documented Knowledge Base articles to resolve user issues

1. Assist with service outages by gathering user impact details

1. Participate in shift turnover/handoffs

1. *Maintains downtime logs. Performs assigned tasks on run schedules. Monitors daily backups

1. *Controls and documents physical and remote access to systems.

1. *Works with vendors and IT staff to resolve issues.

1. Maintains and checks out loaner laptops.

1. Provides support for meeting room audio-visual issues.

1. Maintains physician lounge computer equipment.

1. *Replaces computers, computer keyboards, mice, scanners; installs RAM.

1. *Troubleshoots Optiflex devices on patient care units.

1. *Courteously communicates concise problem information for external and internal service personnel for follow-up.

1. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

1. Participates in meetings, committees and department projects as assigned.

1. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk “*”).

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of personal computers and software applications related to data, networking, software applications, hardware and customer equipment.

1. Knowledge of computer security procedures and practices.

1. Skill in the operation of data center equipment and facility computer hardware.

1. Skill in conducting problem analysis and troubleshooting computer problems.

1. Ability to multi-task, prioritize work demands and work with minimal supervision.

1. Ability to effectively interact with clients having a broad range of computer knowledge and ability.

1. Ability to identify problems/situations, take appropriate action and implement solutions or escalate as required.

1. Ability to communicate effectively both verbally and in writing.

1. Ability to perform crucial conversations with desired outcomes.

1. Ability to problem solve and engage independent critical thinking skills.

1. Ability to maintain confidentiality relevant to sensitive information.

1. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

High School graduate or equivalent required. Associate’s degree or additional coursework in computer science or related field preferred.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT)—Characterized as medium work requiring exertion of 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects