Summary: Provides technical support on computer devices including hardware, software and networks used throughout the Sweetser organization. ESSENTIAL FUNCTIONS: Installs and performs major repairs to hardware, software, and peripheral equipment, following design or installation specifications; confers with Support Technician III on complex installations and/or issues. Contacts vendors for warranty support. Document all support issues in Ticketing system. Escalate critical open issues to ensure that the delivery of care to Clients is not compromised. Establish initial user profiles and logins, IP addresses and remove disabled user accounts. Create/Update computer Images for deployment. Provide computer/phone training on an ad-hoc basis on such applications to current employees. Setup/Maintain Print Server appliances. Troubleshoot network connectivity issues. Create patch cables. Patch equipment in network switches. Utilize Network Monitoring software to identify and report network issues. Provide on-site support and training for office changes/moves.
EDUCATION: Associates degree in Computer Science or relevant field preferred.
EXPERIENCE: One (1) year as Support Tech I or equivalent experience required. Two (2) to three (3) years of experience implementing and/or supporting software applications and hardware; healthcare environment required. Installation and technical support experience with Microsoft Windows 2000 and Microsoft Office applications required.
KNOWLEDGE AND SKILLS: Excellent customer service skills. Strong ability to communicate effectively both orally and in writing with all levels of Sweetser; this includes communicating technical issues to non-technical personnel as communicating with clinical and administrative staff. Strong ability to analyze and solve technical problems. Ability to manage and complete multiple tasks concurrently. Ability to read and understand technical documentation. Understand subnet division.