Job Summary: The Support Technician III serves as both the face of IT throughout WMC and a SME for the other members of the support team. They are responsible for rendering advanced level technical support to the end user community. Support duties include computer equipment configuration and installation, assisting users with more advanced computer issues, logon and navigation, access to and usage of related peripheral equipment such as printers and scanners. They will coordinate between WMC Help desk and IT departments as part of the daily routine and duties. Their work will involve tasks and assignments more complex and advanced than the more junior Support Technician. The Support Technician III is responsible for following WMC IT protocols and the use of approved tools in conducting their job. The Support Technician III will interact with the WMC Help Desk for service requests; they are to update and close support tickets on a timely basis for those tasks assigned in their name. They will assist more junior members of the team with advanced or complex issues. They will perform computer imaging and rollout activities for new hires and staff relocations. They will be assigned both reactive and proactive assignments to reduce downtime for end user community. They will follow and ensure that asset management, configuration and security standards are met. The Support Technician III will coordinate and participate with other senior members of the WMC IT Teams in support of departmental and center wide initiatives.
They will take lead role among more junior support technicians for project-based and enterprise assignments and serve in management capacity to ensure continuity of service and assignment.
Responsibilities:
- Function as part of a team in support of End Users for the access and use of computer equipment, WMC systems, and peripherals
- Perform computer hardware installations & decommission of enterprise equipment, including PCs, printers, scanners, other peripherals.
- Configure computer equipment following hospital approved protocols and standards.
- Troubleshoot and resolve problems related to hardware including PCs and peripheral equipment.
- Render support to end users related to WMC Network logon, basic and more advanced application access, and navigation.
- Participate in project implementation assignments.
- Acts as liaison with end users for system access and usage.
- Follow inventory processes, request replacement parts and equipment and administer the return of failed parts as required.
- Perform asset management duties as defined by WMC.
- Adhere to all WMC security protocols and standards.
- Serve in advisory capacity to junior members of the team
- Serves as technical liaison to other IT teams for problem solving and escalation.
- Server as team leader to ensure continuity of operations
Qualifications/Requirements:
Experience:
- 6 years of hands-on IT technical support, required
- Experience in healthcare technology support, including hardware or infrastructure, preferred
- Experience with device management/integration, preferred
Education:
- Bachelor’s degree in information technology, science, or related, required
Licenses / Certifications: N/A
Other: Basic yet solid knowledge of computer and operating systems and core applications in meeting the needs of hospital community; ability to work well with medical professionals; ability to communicate effectively; ability to effectively use computer applications such as spreadsheets, word processing, calendar, e-mail and database software in performing work assignments; good judgment; initiative; accuracy; thoroughness; physical condition commensurate with the demands of the position.
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