IT Support Technician I - KPC HQ

Job Description

Job Description

SUMMARY

I.T. Direct Technical & Phone Support: Primary role is to provide hands-on (level 2) technical support of the I.T. hardware/software used by the KPC Hospitals and business staff. Support responsibilities include hardware preparation, installation and repairs. Software troubleshooting, integration, installation and removal. Secondary role is to support the Help Desk function by receiving and processing technical support calls as part of the Help Desk queue.

REQUIREMENTS

RESPONSIBILITIES AND DUTIES:

• Takes ownership of tickets from the ticketing support queue
• Manages tickets based on priority, and focus is on aging tickets
• Tickets are updated throughout the lifecycle of the ticket
• Tickets are logged for all issues supported
• Demonstrates customer service skills in supporting business users and provided follow up on open issues
• Quantity of data entered into support tickets Data entered into I.T. ticketing system is detailed, accurate, clear and concise.
• Ensures quality of work completed
• Escalates tickets appropriately
• Monitors applications and processes as defined for Help Desk Staff
• Notifies IT management of critical issues
• Provides on-call support as required to address business critical or patient safety issues.
• Answers calls within established SLA’s to reduce wait times and abandon rate.
• Creates tickets for all Help Desk calls received
• Creates/maintains documentation as required to address process/support gaps and to improve team performance.
• Maintains department logbooks and databases to ensuring the quality/accuracy of data and department compliance
• Continually reviews policies, procedures and work instructions to ensure compliance.
• Creates and maintains Outage log records.
• Maintains/updates department databases and list as required to ensuring the quality/accuracy of data and department compliance.
• Other duties as required

EDUCATION AND EXPERIENCE:

• Two years of IT experience in a support role, and/or I.T. certifications/college degree to support the position competencies preferred

SKILLS & ABILITIES REQUIREMENTS:

• Ability to multitask, meet deadlines and prioritize workload
• Highly organized and detail oriented with good interpersonal, negotiation, and communication skills
• Strong written and verbal communications skills
• Able to reason through support request(s) to identify multiple solutions to provide options in resolving the request.

PHYSICAL REQUIREMENTS:

• Body Positions: Sitting and standing for prolonged periods.
• Body Movements: Arm and hand dexterity.
• Body Senses: Must have command of close and distant sight, color perception and hearing.
• Strength: Ability to lift and move up to 25-pounds.

WORKING ENVIRONMENT:

• Work in an office, where the climate is controlled
• Occasional travel between medical groups and/or hospitals when necessary. 0-25 % of the time.
• OSHA exposure category: II
• Category I – Position includes tasks that involve exposure to Blood borne Pathogens.
• Category II – Position includes tasks that do not have exposure to Bloodborne Pathogens, however employment may require unplanned Category I tasks.
• Category III – Positions includes tasks that do not involve exposure to Bloodborne Pathogens. This position would not be required to perform Category I tasks.