• Job Description

  Req#: R19781

  Summary

  Under general supervision, provides support to end users for either PC, server, or mainframe applications and hardware. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. Assists in monitoring and responding to technical control facility hardware and software problems utilizing hardware and software testing tools and techniques. May provide LAN server support. May assist with installation of terminals and associated hardware. Requires knowledge of data scopes, patch panels, modems, concentrators, and associated terminals and network management software. Usually requires a minimum of 1 year experience in data communications troubleshooting or network control activities.
  

  Education

  Some additional training beyond high school, but less than an Associates Degree.

  Certification, Registration & Licensure

  None.

  Experience

  One year of service desk troubleshooting experience.

  Responsibilities

  • Answers, evaluates and prioritizes incoming telephone, voice mail, email, self- service and in-person requests for assistance from clients experiencing problems with hardware, software, networking and other computer related technologies.

  • Categorizes, logs and/or tracks incidents and problems using help desk management database. Maintains history records and related problem documentation.

  • Repairs, installs and relocates hardware such as computers, printers, scanners, fax machines, telephones and other IT supported equipment.

  • Researches HIS and other software and hardware problems. Identifies trends and makes recommendations to reduce incident rates. Consults with supervisor, programmers, engineers or analysts to explain errors or to recommend changes to applications or application distribution processes. Calls vendors to request service for products.

  • Communicates effectively with clients via email, Intranet, telephone, paging and help desk tools.

  • Educate clients on basic software and hardware use. Recommend outside training resources when applicable.

  • Creates and maintains IT system documentation per the IT Documentation Policy.

  • Manages equipment using databases, spreadsheets, equipment cards and asset tags.

  • Creation, updating and termination of system accounts in various account databases.

  • Takes responsibility for individual performance goals.

  • Collaborates with team to ensure appropriate level of coverage is provided. Will also provide off-site support requiring travel to remote locations.

  • Complies with ITS Policies and Procedures.

  • Endorses, supports, and champions the outcomes of ITS process improvement initiatives.

  Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.

  Know Your Rights: Workplace Discrimination is Illegal

  Applicants to and employees of this company are protected under federal law from discrimination on several bases. Follow the link above to find out more.

  If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269.

  Physical and Work Environments Requirements

  The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  The Dictionary of Occupational Titles Material Handling Classification is MEDIUM. The employee must regularly lift, carry or push/pull up to 10 pounds, frequently lift, carry or push/pull up to 10 - 25 pounds, and occasionally lift, carry or push/pull up to 20 - 50 pounds.

  The employee is regularly required to sit, perform activities that require fine motor skills, do repetitive motion, speak and hear. The employee is occasionally required to bend, kneel, squat, climb, stand, walk, reach, drive and smell.

  Specific vision abilities required by this job include color vision, depth perception, far vision, near vision, and peripheral vision.

  The employee is occasionally exposed to variable weather conditions, slippery surfaces, non-weather slippery surfaces, moving mechanical parts, electric hazard and vibration..

  The noise level in the work environment is usually moderate.

• About the company

  Concord Hospital is an acute-care hospital located in Concord, New Hampshire.

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