Service Operations Tech I

Overview

Provides Level 1 support for WFBMC computing environment, including computer hardware, operating systems, peripherals, and applications.

• Associate’s degree or equivalent combination of education, certification, and experience.
• Minimum of two years of Service Operations Desktop Support preferred.
• Higher education considered in lieu of experience.

IT Service Operations Manager

• A+ Certification.
• Valid driver’s license with a satisfactory driving record.
• Experience driving a commercial van or delivery truck is desired.

1. Resolve Level 1 incidents within established Service Level Agreements (SLA).
2. Provide input on desktop support methods and procedures for continuous service improvement.
3. Handle MACD requests (VoIP, Patient phones, ASCOM, WOW/COW, PC/TC/Laptop).
4. Troubleshoot Windows and Apple Mac OS devices, basic network, and hardware issues.
5. Train end-users on workstation software and VPN connectivity.
6. Maintain and update desktop software procedures.
7. Use remote tools for off-campus user support.
8. Build, configure, and deploy new/upgraded equipment with approved software.
9. Troubleshoot and repair printers, copiers, and clinic peripherals (signature pads, scanners).
10. Support standard business applications and specialized clinical applications.
11. Perform basic wired and wireless network troubleshooting.
12. Maintain audio visual equipment in various meeting spaces.
13. Perform other duties as assigned.

• Excellent customer service skills with effective communication.
• Ability to prioritize workload.
• Knowledge of telephony solutions, desktop hardware (Windows and Apple), and thin clients.
• Basic troubleshooting for standard business applications and Layer 1 networking.
• Ability to document activities accurately and timely.
• Ability to lift and move objects up to 50 lbs.

• Fast-paced with long hours as needed.
• Alignment with WFBMC vision, mission, and values required.
• Occasional exposure to patient elements.
• Subject to varying situations and emergencies.
• Handles interruptions and multiple priorities.