Information technology/support technician job description

Troubleshoot end user problems and provide support and resolution. Provide software support for various Apple and Microsoft products. Troubleshoot printer and network connection problem.
ESSENTIAL DUTIES AND RESPONSIBILITIES


Includes the following:

Installs, configures, and supports hardware and software on Apple and Microsoft devices. Develops documentation, support processes, and standard operating procedures for the operating systems. Creates and tracks tickets through the service desk tool. Provides phone support for the help desk on site and/or remotely. Repairs, installs, and configures hardware/software on-site and remotely. Ensures vendors remain in compliance with policies and procedures. Provides first-class customer service to Cherokee Nation Businesses end-users. Assists and guides lower-level technicians in properly resolving incidents, problems, and service requests. Works as a member of formal and virtual teams to complete projects and resolve problems. Participates in all stages of the SDLC (system development life cycle) including development and implementation. Assists system administrators and performs low level server administration. Participates in and may help coordinate team workload. Performs other job-related duties as assigned.



SUPERVISORY/MANAGEMENT AUTHORITY


No supervisory/management authority.


EDUCATION AND EXPERIENCE


Bachelor's Degree in information systems, or other related field, and 8 to 10 years of related work experience or equivalent combination of experience and education. ITIL Foundations and Cisco Certified Entry Level Network Technician certifications required. Experience troubleshooting problems and reviewing information to develop and evaluate options and implement solutions. Previous Apple applications experience required.


KNOWLEDGE, SKILLS AND ABILITIES


Knowledge of business and management principles involved in planning, resource allocation, production methods, and coordination of people and resources. Knowledge of principles and processes for providing customer service which includes customer needs assessment, meeting quality standards for service, and evaluation of customer satisfaction. Excellent written, communication, presentation, and computer skills including working knowledge of all Apple and Microsoft products. Ability to identify alternative solutions, conclusions, or approaches to problems. Ability to prioritize work and successfully meet deadlines. Must have and maintain a valid driver's license.



WORK ENVIRONMENT


Work is primarily preformed in a climate-controlled office setting. Work involves considerable physical activity and lifting objects up to 50 lbs.

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

We have an exciting opportunity for an IT Desktop Support Technician to join our global IT team. This position will be located at our headquarters in Milwaukee, WI.In this role you will provide hands on technical support for end users at all levels of the organization.
Key Job Responsibilities


Provide onsite hand-on technical support, first point of escalation of tickets and issues from the help desk Develop technical process and procedure documentation, as well as end-user documentation Serve as a lead/escalation point for R&D on new client technologies, including testing and rollouts of new models of end point devices as they are added to the environment Provide engineering support for operational and project level hardware and software Complete projects related to all aspects of IT Support video conferencing and Teams applications Serve as a lead point for the UCaas Cisco IP phone administration, deployment and support Escalation point for desktop support techs for troubleshooting, problem solving and advanced technical support for all levels of IT and the US based user community including but limited to:PC hardware and software, video conferencing, Teams, wireless networking, TCP/IP, DNS and DHCP client issues Responsible for asset management lifecycle activities for leased and purchased hardware including but not limited to:ongoing inventory tracking, wiping and return of leased equipment as well as e-waste if applicable



Qualifications/Requirements



Schooling, coursework, certification or degree in IT, or equivalent work experience 2+ years of prior hands-on IT client services experience, preferably in a manufacturing environment Ability to troubleshoot technical issues and come to a resolution Ability to provide technical guidance and support to others Superior customer service skills Must have strong understanding of networks, with familiarity of TCP/IP, DHCP, and DNS Proficient with Windows operating systems, Microsoft Outlook, and O365, OneDrive, SCCM; ADUC a plus Ability to effectively communicate technical issues into laymen's terms both within IT and with all levels of the organization Must be proficient in researching computer related issues to resolve hardware and software problems Excellent time management and the ability to multi-task



Additional Information


Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Harris Regional Hospital

Responsible for planning, implementation and support of:

•Answers Help Desk Calls. Answers in-coming client calls to the Support Center in a professional manner.
•Documents Client Calls. Enters in accurate client call information into automated Help Desk software.
•Resolves Client Calls. Answers clients questions concerning application usage (i.e., Order Management, Patient
Accounting, Patient Processing, Medical Records, Utilization Management, Microsoft Word, Excel, PowerPoint), and low level hardware issues (i.e., printer and PC).
•Routes Client Issues. Route client issues to the appropriate area in IT.
•Prepares Reports. Prepares detail and summary reports on each week and month reflecting number of calls received, number resolved, number open (by area and total) and analysis of date and time calls received.

Support Center Analyst Assignments and Resolution

Hardware and Software Assessment/Installation/Troubleshooting

Resolves hardware malfunctions. Oversees hardware malfunctions by correcting situations with in-house resources, if possible, or notifying and dispatching hardware vendors to rectify problem and/or perform in accordance with maintenance agreements. Verifies that all network nodes at Hospital are operational and performing within limits.

Installs Hardware. Installs hardware throughout the organization in accordance with IT standards.

Job Requirements

QUALIFICATIONS
The following qualifications are the minimum requirements necessary to adequately perform this job. However, an equivalent combination of experience, education and training which provides the necessary knowledge skills and abilities would be acceptable, subject to any legal and/or regulatory requirements.

Education : Minimum requirements include an Associates degree and two (2) years experience or equivalent five (5)
years of experience. Prefer two (2) years healthcare.

Experience: Must have the ability to interact in an effective manner with clients in a complex environment. Must have the ability to communicate and interact with different levels of management, with Information Technology (IT) personnel, and with all departmental clients. Must have the ability to coordinate with vendors for resolutions to problems. The analyst must be able to handle high pressure situations. Job requires good verbal and written communication skills.

PHYSICAL REQUIREMENTS
Sits and walks intermittently throughout the day and will often be required to bend, reach, stoop and lift computer equipment, i.e., printers, CRT's, CPU's, boxes of paper, etc., in excess of 30 pounds. Must be able to work in a deadline oriented environment with moderate to high stress levels.

LifePoint Health is committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law.