Computer Support Specialist

GENERAL SUMMARY:

The Computer Support Specialist, under limited supervision, is responsible for providing computing support to Bryan Health physicians, employees, students and vendors. Also provides first-level problem determination, problem/incident recording, problem resolution and problem escalation for IT-supported products and services including networks, client/server systems, mainframe systems, PC and Macintosh desktops, desktop application software, online education software, peripheral devices and other hardware.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.
2. *In accordance with established Information Technology (IT) standards, monitors Data Center functions, interfaces, environmental and systems including:
   
   a. Maintaining downtime logs
   
   b. Performing assigned tasks on run schedules
   
   c. Monitoring daily backups; loading and labeling tapes
   
   d. Controlling and documenting physical and remote access to systems
   
   e. Working with vendors and IT staff to resolve issues
   
   f. Maintaining and checking out loaner laptops
   
   g. Producing and delivering reports as needed
   
   h. Providing support for meeting room audio-visual issues
   
   i. Resolving printer issues outside of Ricoh work days/hours
   
   j. Maintaining physician lounge computer equipment
   
   k. Replacing computer keyboards, mice, scanners; installing RAM
   
   l. Troubleshooting Optiflex devices on patient care units.
3. *Resolves first-level computer support problems reported to IT Service Desk including:
   
   a. Providing initial problem resolution for all users with hardware, software and application problems
   
   b. Utilizing available tools and following procedures and policies for handling support cases as expertise permits
   
   c. Performing basic troubleshooting and escalating problems per appropriate IT procedures
   
   d. Providing accurate and timely logging of problems
   
   e. Courteously communicating concise problem information for external and internal service personnel for follow-up.
   
   f. Acting as a liaison between customers and internal support staff to ensure accurate problem interpretation throughout the problem resolution process.
   
   g. Performing IT functions as assigned.
4. *Maintains confidentiality and HIPAA standards per organizational policies.

EDUCATION AND EXPERIENCE:

High School graduate or equivalency required. Associate's degree or additional coursework in computer science or related field preferred. Must successfully complete Customer Service Representative training and obtain Customer Service Representative Certification through the Help Desk Institute within six (6) months of hire/assignment