Beacon Health System
Senior Technical Support Specialist
Beacon Health System, Granger, Indiana, United States, 46535
Reports to the Manager Technical Support or Director of Information Technology. Responsibilities include the installation of new and replacement computer equipment and maintenance of equipment. Provides support of personal computer (PC) related software and operations; may also provide some training to end users. Serving as a liaison with Beacon Health System (BHS) end-user departments regarding PC equipment needs and/or problems. Sr positions provide training and mentor Level I and II teammates. SR Tech Support Specialists act as subject matter exports for Tech Support applications, and complete large projects with little management oversight.MISSION, VALUES and SERVICE GOALSMISSION:
We deliver outstanding care, inspire health, and connect with heart.VALUES:
Trust. Respect. Integrity. Compassion.SERVICE GOALS:
Personally connect. Keep everyone informed. Be on their team.Installs new and replacement PC -related hardware and software by:
Installing new and replacement PCs for end-user departments, as directed by the Manager.Installing new PC software and verifying that new computer systems are functioning correctly; also providing some training to end users.Maintaining required documentation according to established departmental policies and procedures.Find open network data jacks and patch in at device location, patch data jack in at the patch panel and make sure switch ports available and set proper for device being patched in.Resolves or troubleshoots computer problem areas and provides maintenance for PC equipment (hardware and software) by:
Contacting end users in order to diagnose (i.e., inspecting, monitoring, testing, etc.) and resolve PC -related problems.Determining steps to be taken in order to correct PC-related problems. Also arranging for corrective action to resolve the problem and, if necessary, serving as a liaison between the end-user department and an outside vendor (repair person).Reimaging computer hardware and related equipment as a part of standard operating procedures and maintaining related documentation.Facilitating the delivery of solutions which meet the end-user department's needs by informing them as to the plan of action required to address their problem and also verifying that these steps are agreeable with the customer.Resolving more complex problems.
Issues that may require coordination with additional I.S. teams.Issues that may require enterprise level application technologies.Issues that may require GPO policy additions/edits.
Assisting with business process redesign and documentation, as it relates to the implementation and use of new technology.Programs, Installs and Troubleshoot Printers:
Unboxing, assembling and installing new printers.Configuring printers to work on the network and work with analyst on application setup.Contacting end users in order to diagnose (i.e., inspecting, monitoring, testing, etc.) and resolve printer related problems.Projects Coordination
Assist the Manager with small to medium project management related activities.Attend Project meetings related to assigned projects:
Discuss and understand customer workflow.Recommend computer equipment to meet customers' needs.Map out placement of equipment based off workflow and needs.
Participate with other teams related to project:
Work with analyst teams on application installWork with analyst teams with printer configurationWork with Network Admin Team to verify proper network capabilities at install location (VLAN, open ports etc.).Coordinate with other project team members to complete Tech Support tasks.
Implement tasks assigned in timeline determined during project meetings.Completes large projects independently with little management oversight. ex. new construction projects.Information Technology Enterprise Application
Acts as a subject matter expert and provides support and maintenance for Tech Support applications.Provides training of applications to Tech I and Tech II.Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:
Providing excellent customer service at all times. Also maintaining high customer satisfaction by delivering quality customer service as measured on internal customer satisfaction surveys and/or other measures approved by the Director of Information Technology.Maintaining records, reports and files as required by departmental policies and procedures. Assisting in the care and maintenance of Department facilities, equipment and supplies.Completing other job-related duties and special projects as assigned.Provides IT support for MacBooks, iPads, iPhones, and Android Devices.Basic Cisco switch diagnostics and programming.Basic Active Directory additions, deletions, and maintenance.Receive hardware/software in Peoplesoft as orders arrive and auto assign those associated work orders in Ticket Management.Create, modify, and add computer based Group Policies to Beacon Endpoints.Generate quotes for the organization for hardware/software.Create and modify Purchase Orders in Peoplesoft for hardware/software.ORGANIZATIONAL RESPONSIBILITIES
Associate complies with the following organizational requirements:
Attends and participates in department meetings and is accountable for all information shared.Completes mandatory education, annual competencies and department specific education within established timeframes.Completes annual employee health requirements within established timeframes.Maintains license/certification, registration in good standing throughout fiscal year.Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.Adheres to regulatory agency requirements, survey process and compliance.Complies with established organization and department policies.Available to work overtime in addition to working additional or other shifts and schedules when required.Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:
Leverage innovation everywhere.Cultivate human talent.Embrace performance improvement.Build greatness through accountability.Use information to improve and advance.Communicate clearly and continuously.
Education and Experience
Bachelor's degree in Computer Science, Management Information Systems or a computer-related field from an accredited college or university is preferred. Four or more years of progressively responsible experience using computer hardware and software applications pertinent to Beacon Health System is required.Knowledge & Skills
Requires technical knowledge of computer operations.Requires the technical skills and knowledge to effectively install PC / Server-related hardware and software.Requires the organization and time management skills necessary to prioritize requests and manage customer service expectations.Possesses the ability to work independently and pro-actively, as well as in a team-oriented environment.Demonstrates the strong analytical and problem-solving skills needed to gather, analyze and interpret data. Also requires detail orientation and the ability to identify and resolve computer needs/problems in a timely and efficient manner.Demonstrates the interpersonal and communication skills (both verbal and written) necessary to interact effectively with all levels of staff and department co-workers in a professional, clear, courteous and responsive manner.Requires an understanding of the problems that technology creates and the ability to work with current trends to provide viable solutions.Act as a subject matter expert and provide support and maintenance for Tech Support applications.Requires project management skills.Working Conditions
Works in an office environment.May experience some mental/visual fatigue due to continued use of computer equipment.Work is performed in a fast-paced environment requiring the ability to prioritize workload in order to meet deadlines.Requires the ability to work a flexible schedule, including being on-call, in order to meet the needs of the department.Physical Demands
Requires the physical ability and stamina (i.e., to sit, stand and/or walk for prolonged periods of time, lift, hold and carry objects weighing up to 50 pounds, use common computer hand tools, etc.) to perform the essential functions of the position.
We deliver outstanding care, inspire health, and connect with heart.VALUES:
Trust. Respect. Integrity. Compassion.SERVICE GOALS:
Personally connect. Keep everyone informed. Be on their team.Installs new and replacement PC -related hardware and software by:
Installing new and replacement PCs for end-user departments, as directed by the Manager.Installing new PC software and verifying that new computer systems are functioning correctly; also providing some training to end users.Maintaining required documentation according to established departmental policies and procedures.Find open network data jacks and patch in at device location, patch data jack in at the patch panel and make sure switch ports available and set proper for device being patched in.Resolves or troubleshoots computer problem areas and provides maintenance for PC equipment (hardware and software) by:
Contacting end users in order to diagnose (i.e., inspecting, monitoring, testing, etc.) and resolve PC -related problems.Determining steps to be taken in order to correct PC-related problems. Also arranging for corrective action to resolve the problem and, if necessary, serving as a liaison between the end-user department and an outside vendor (repair person).Reimaging computer hardware and related equipment as a part of standard operating procedures and maintaining related documentation.Facilitating the delivery of solutions which meet the end-user department's needs by informing them as to the plan of action required to address their problem and also verifying that these steps are agreeable with the customer.Resolving more complex problems.
Issues that may require coordination with additional I.S. teams.Issues that may require enterprise level application technologies.Issues that may require GPO policy additions/edits.
Assisting with business process redesign and documentation, as it relates to the implementation and use of new technology.Programs, Installs and Troubleshoot Printers:
Unboxing, assembling and installing new printers.Configuring printers to work on the network and work with analyst on application setup.Contacting end users in order to diagnose (i.e., inspecting, monitoring, testing, etc.) and resolve printer related problems.Projects Coordination
Assist the Manager with small to medium project management related activities.Attend Project meetings related to assigned projects:
Discuss and understand customer workflow.Recommend computer equipment to meet customers' needs.Map out placement of equipment based off workflow and needs.
Participate with other teams related to project:
Work with analyst teams on application installWork with analyst teams with printer configurationWork with Network Admin Team to verify proper network capabilities at install location (VLAN, open ports etc.).Coordinate with other project team members to complete Tech Support tasks.
Implement tasks assigned in timeline determined during project meetings.Completes large projects independently with little management oversight. ex. new construction projects.Information Technology Enterprise Application
Acts as a subject matter expert and provides support and maintenance for Tech Support applications.Provides training of applications to Tech I and Tech II.Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:
Providing excellent customer service at all times. Also maintaining high customer satisfaction by delivering quality customer service as measured on internal customer satisfaction surveys and/or other measures approved by the Director of Information Technology.Maintaining records, reports and files as required by departmental policies and procedures. Assisting in the care and maintenance of Department facilities, equipment and supplies.Completing other job-related duties and special projects as assigned.Provides IT support for MacBooks, iPads, iPhones, and Android Devices.Basic Cisco switch diagnostics and programming.Basic Active Directory additions, deletions, and maintenance.Receive hardware/software in Peoplesoft as orders arrive and auto assign those associated work orders in Ticket Management.Create, modify, and add computer based Group Policies to Beacon Endpoints.Generate quotes for the organization for hardware/software.Create and modify Purchase Orders in Peoplesoft for hardware/software.ORGANIZATIONAL RESPONSIBILITIES
Associate complies with the following organizational requirements:
Attends and participates in department meetings and is accountable for all information shared.Completes mandatory education, annual competencies and department specific education within established timeframes.Completes annual employee health requirements within established timeframes.Maintains license/certification, registration in good standing throughout fiscal year.Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.Adheres to regulatory agency requirements, survey process and compliance.Complies with established organization and department policies.Available to work overtime in addition to working additional or other shifts and schedules when required.Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:
Leverage innovation everywhere.Cultivate human talent.Embrace performance improvement.Build greatness through accountability.Use information to improve and advance.Communicate clearly and continuously.
Education and Experience
Bachelor's degree in Computer Science, Management Information Systems or a computer-related field from an accredited college or university is preferred. Four or more years of progressively responsible experience using computer hardware and software applications pertinent to Beacon Health System is required.Knowledge & Skills
Requires technical knowledge of computer operations.Requires the technical skills and knowledge to effectively install PC / Server-related hardware and software.Requires the organization and time management skills necessary to prioritize requests and manage customer service expectations.Possesses the ability to work independently and pro-actively, as well as in a team-oriented environment.Demonstrates the strong analytical and problem-solving skills needed to gather, analyze and interpret data. Also requires detail orientation and the ability to identify and resolve computer needs/problems in a timely and efficient manner.Demonstrates the interpersonal and communication skills (both verbal and written) necessary to interact effectively with all levels of staff and department co-workers in a professional, clear, courteous and responsive manner.Requires an understanding of the problems that technology creates and the ability to work with current trends to provide viable solutions.Act as a subject matter expert and provide support and maintenance for Tech Support applications.Requires project management skills.Working Conditions
Works in an office environment.May experience some mental/visual fatigue due to continued use of computer equipment.Work is performed in a fast-paced environment requiring the ability to prioritize workload in order to meet deadlines.Requires the ability to work a flexible schedule, including being on-call, in order to meet the needs of the department.Physical Demands
Requires the physical ability and stamina (i.e., to sit, stand and/or walk for prolonged periods of time, lift, hold and carry objects weighing up to 50 pounds, use common computer hand tools, etc.) to perform the essential functions of the position.