Service Operations Technician

Overview

JOB SUMMARY: 

Responsible for Level 1 support of the WFBMC computing environment.  Provides level 1 infrastructure and applications support of computer hardware, operating systems, peripherals and applications as needed. 

EDUCATION/EXPERIENCE: 

Associate’s degree or an equivalent combination of education, certification, and experience. 

Two years of Service Operations Desktop Support experience preferred.  A higher level of education will be considered in lieu of experience.

LICENSURE, CERTIFICATION, and/or REGISTRATION: 

A+ Certification preferred.  Valid North Carolina driver’s license required with a satisfactory driving record. Experience driving a commercial van or delivery truck preferred.

ESSENTIAL FUNCTIONS: 

1. Responds to and resolves all Level 1 incidents within established Service Level Agreements (SLA).
2. Provides input to ITS leadership on the effectiveness of desktop support system methods and procedures as part of a continuous service improvement initiative. Also, identifies workstation software improvements and enhancements to improve the customer experience. 
3. Provides timely resolution to MACD requests regarding VoIP telephony, Patient phones, ASCOM, WOW/COW, PC/TC/Laptop requests by following standardized process and procedures. 
4. Utilizes knowledge of Windows based devices as well as Apple Mac OS based devices and basic network and hardware troubleshooting to resolve customer issues.
5. Trains end-users to utilize the workstation software efficiently as well as training users on VPN connectivity.
6. Helps maintain and update desktop software operational methods and procedures.
7. Uses remote control tools if possible to resolve issues for end users located outside of the corporate campus.
8. Builds, installs software image, configures, and deploys new equipment/upgraded existing equipment for deployment at end user customer location while maintaining company standards and utilizing only approved software images.
9. Performs basic troubleshooting of printers, copiers, fax machines, and all-in-one units.
10. Performs basic troubleshooting and repair of workstations on wheels and various clinics peripherals such as signature pads, dictation microphones, barcode scanners, and document scanners.
11. Supports standard business applications such as internet browser, MS Office, Adobe products, as well as some specialized clinical applications that may be present in an assigned zone.
12. Performs basic layer 1 wired and wireless network troubleshooting as related to end user device connectivity issues.  Port patching, cable management, port toning/tracing, and VLAN and general port troubleshooting will be required while adhering to standards of cabling and cable management practices documented by ITS.
13. Performs rounding of audio visual equipment in conference rooms, consult rooms, lecture halls, and general meeting spaces in the assigned zone is required to ensure proactive maintenance is performed.
14. Performs other duties as assigned.

SKILLS/QUALIFICATIONS:

• Excellent customer service skills coupled with effective oral and written communication skills
• Ability to prioritize time and workload effectively
• Knowledge of telephony solutions, desktop (Windows and Apple) and thin client hardware
• Ability to troubleshoot basic standard business application errors and find a resolution
• Basic knowledge of layer 1 networking and troubleshooting
• Ability to act as a conduit for communication from the customer
• Good writing ability
• Ability to document all activity accurately and timely
• Demonstrates ability to track and deliver infrastructure deployment assets in a timely manner

WORK ENVIRONMENT:

• Fast paced with long hours as needed based on business requirements
• Full alignment with the vision, mission and values of the WFBMC organization are expected in every aspect of this job
• Possible exposure to patient elements
• Subject to varying and unpredictable situations
• Handles emergency or crisis situations
• Subject to many interruptions
• Occasionally subject to irregular hours
• Frequent pressure due to multiple priorities