Information Technology Support Specialist

FLSA Status

 Non-Exempt

Job Role Summary

The Desktop Support Specialist ensures the secure and efficient operation of the endpoint devices (PC’s, laptops, scanners, barcode devices, printers, etc.) and associated equipment and infrastructure by receiving, documenting, imaging and deploying, while also actively participating in the resolution of end-user incidents and requests. This position strongly adheres to documented Standard Operating Procedures and associated policies, contributing to the successful accomplishment of the primary mission and continued success of Indianapolis EMS. The Desktop Support Specialist supports efforts to set and adhere to project deadlines and deliverables, test innovative solutions to solve organizational problems, and assist in root cause analysis and remediation efforts.

Essential Functions and Responsibilities

•    Proactively contributes to IEMS's mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County; models IEMS values
•    Participates in maintenance, monitoring, and issue resolution of all endpoint devices within IEMS
•    Investigates and resolves all endpoint issues and, when necessary, plans and/or recommends system or process changes based on information gained while resolving issue
•    Employs latest technological resources to simplify and streamline their troubleshooting process
•    Serves as a technical resource for department peers and aids in their efforts to resolve issues
•    Creates and maintains all endpoint and related component support knowledge documentation for IEMS IS/IT 
•    Serves as primary technical resource and contact for all requested moves/adds/changes for endpoint hardware, software, and related network infrastructure 
•    Maintains knowledge and skills, and self-educates on the key aspects of the job: customer service, Windows OS, hardware, and information related to the current endpoint builds, and the network infrastructure that relates to the above
•    Participates in after-hours on-call rotation to ensure proper 7x24 operations regarding endpoint architecture and application delivery
•    Observes ITIL Framework and applies best practices for supporting endpoints and related resources including appropriate work routines, troubleshooting methods, incident prioritization, and knowledge documentation 
•    Communicates with professionalism and assists other IS/IT departments in planning and implementing new applications, software, or hardware
•    Provides direct customer service, on site when necessary, and coordinates proper escalation of any issues or problems which merit it
•    Monitors ticketing system service orders to ensure expeditious customer resolution, with emphasis on quality, to be measured by reopened tickets
•    Communicates with users as to the status of identified problems and resolution
•    Maintains complete and accurate documentation of issue root cause and resolution process
•    Instructs users in appropriate use and maintenance of equipment as appropriate, including observing institutional Information Security practices and guidelines
•    Acts as an ambassador of the IS/IT department
 

Associated Job Duties

• Acts as liaison between IEMS staff, vendors, and end-users

• Performs other job-related duties as assigned

Job Requirements

•    Associate degree in Computer Science or related field, or three years of varied/related experience in a hospital or large institution data processing environment may be accepted in lieu of educational requirements
•    Relevant certifications/training for areas of technical responsibility (e.g. A+/Net+, MCSE/MCSA, CNE, PMI/PMP, etc.)
•    Valid Indiana driver’s license that meets the IEMS driving policy requirements
•    Interpersonal skills and a customer service understanding. Ability to communicate and exchange information. Willingness to work as part of a team in a dynamic and complex environment. Ability to work with a variety of people with varying degrees of technical and/or clinical knowledge
 

Knowledge, Skills & Abilities

•    Basic understanding of IEMS procedures and IT problem escalation methods 
•    Robust technical knowledge of pcs and desktop hardware
•    Intermediate knowledge of Microsoft’s desktop OS’ including Windows 10 as well as future versions of the OS
•    Intermediate knowledge of Apple’s desktop OS’ as well as future versions of the OS
•    Intermediate knowledge of Android’s mobile OS’ as well as future versions of the OS
•    Intermediate knowledge of Apple’s mobile OS’ as well as future versions of the OS
•    Solid ability to provide Microsoft Office 365 support, in addition to other common Microsoft products
•    General efficacy participating in projects of any size
•    Knowledge of network infrastructure design basic principles, as well as the ability to actively participate in network problem troubleshooting and root cause analysis
•    Knowledge of one or more of the following technologies: areas including Information Security, Symantec Endpoint Protection, Altiris, and/or Mobile Device Management solutions
•    Knowledge of data restoration
•    Knowledge of remote-control tools
•    Ability to operate varied computer equipment
•    Ability to identify, analyze and solve problems
•    Ability to communicate effectively with departmental personnel and all levels of personnel throughout the organization, demonstrating self-confidence and solid interpersonal skills
•    Ability to listen effectively, inquire thoroughly, and maintain a professional demeanor under stress
•    Ability to achieve accurate, established deadlines and production levels
•    Ability to review systems for optimization and accuracy
 

Responsiblity

• Maintains patient and family confidentiality
• Maintains protected health information in accordance with HIPAA and FERPA privacy guidelines and regulations

Judgment

• Employee may work independently under the general direction of their leader

Contacts- Internal/External

• Acts as liaison between IEMS staff, vendors, and end-users
• Regular interfacing with clients to ensure smooth operation
• Regular contact with vendors and other computer professionals

Special Effort Required

• Exercises sound judgment: makes decisions to determine extent of problems and decide on appropriate course of action
• Determines when a procedure is no longer effective and implements revision
• Strictly adheres to documented Standard Operating Procedures to ensure accuracy of daily operations
• Responsible for proper use and care of computer equipment
• Professional image and grooming
• Participates in after-hours coverage through participation in on-call support rotation

Working Environment

• General office settings, data centers, and patient care areas
• May be required to attend meetings or perform work remote
• Duties performed in IS and onsite throughout the hospital and off campus locations containing data equipment/services supporting IEMS