Purpose of Job
- Provides hands-on support for Methodist Health Systems’ PC desktop, laptop, mobile device, audio-visual, and applications support for end users in the desktop computing environment for the organization. Under the supervision of a senior member of the team; installs, diagnoses, repairs, maintains, and upgrades all end user hardware and equipment to ensure optimal performance. This is an internal customer-facing role, and requires prioritization, responsiveness, and good customer service; technical abilities with the potential to learn and progress under the supervision of IT supervisor or senior members of the End User Support Team; and effective verbal and written communication skills.
- High School Diploma or General Educational Development (G.E.D) required.
- Experience installing desktop computing hardware and software preferred.
- Experience working with Windows and Mac operating systems preferred.
- Experience using Office suite applications (MS Office, PDF editing software, Browsers) preferred.
- Knowledge of IT concepts and techniques (tcpip, Windows networking, etc.).
- Ability to assist other members of the End User Support Team in diagnosing and resolving IT issues.
- Ability to communicate effectively both verbally and in writing.
- Ability to support desktops, laptops, printers, mobile devices, Mac’s, AV equipment, telephones, and other IT peripherals.
- Ability to install Microsoft Windows and the Microsoft Office Suite, web browsers, PDF editing software, and other office productivity software applications.
- Ability to work independently and as part of a team.
- Weight Demands
- Medium Light Work – Exerting up to 35 pounds of force.
- Not necessary for the position (0%):
- Occasionally Performed (1%-33%):
- Distinguish colors
- Frequently Performed (34%-66%):
- Repetitive Motions
- Constantly Performed (67%-100%):
- Not Related:
- Chemical agents (Toxic, Corrosive, Flammable, Latex)
- Biological agents (primary air born and blood born viruses) (Jobs with Patient contact) (BBF)
- Physical hazards (noise, temperature, lighting, wet floors, outdoors, sharps) (more than ordinary office environment)
- Explosives (pressurized gas)
- Electrical Shock/Static
- Radiation Alpha, Beta and Gamma (particles such as X-ray, Cat Scan, Gamma Knife, etc)
- Radiation Non-Ionizing (Ultraviolet, visible light, infrared and microwaves that causes injuries to tissue or thermal or photochemical means)
- Mechanical moving parts/vibrations
- Rare (1-33%):
Essential Job Functions
Essential Function I
- Computer and telephony services – Provide entry level PC desktop, laptop, mobile device, audio-visual, phones and application support including Microsoft and Mac Operating Systems/Software and other applications used in the health system.
- Assess requests to determine customer needs by applying knowledge of computer technology applications and utilizing available resources to make recommendations based on established standards and guidelines.
- Install hardware and software in a timely, efficient manner – based on client request and following instructions.
- Diagnose and solve technology related incidents by troubleshooting and correcting the problem(s).
- Customer Relations
- Develop and maintain appropriate business relationships to ensure a positive representation of the Information Technology (IT) division.
- Interact with customers in a professional and courteous manner.
- Recognize and practice a selfless approach to customer service towards the team and customers.
- Maintain composure with customers s in difficult situations.
- Regularly check in with supervisor or designee to review work and priorities.
Essential Functions II
- Participates in mandatory in-services and/or CE programs as mandated by policies and procedures/external agencies and as directed by management.
- Follows and understands the mission, vision, core values, Employee Standards of Behavior and company policies/procedures.
- Other duties as assigned.