Information Technology Technician I-New Jersey Ave-DC

Job Description

Job Description

INTRODUCTION

Reporting to the IT Service Delivery Manager, the Information Technology Technician I role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations, inclusive of patient MyChart requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

MAJOR DUTIES/ESSENTIAL FUNCTIONS

Essential and other important responsibilities and duties may include, but are not limited to the following:

Strategy & Planning

• Alert management to emerging trends in incidents.

Acquisition & Deployment

• Deploy pre-packaged software using distribution tools and processes as requested by end users.

Operational Management

• Provide first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, effective resolution of end-user issues, and patient MyChart issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase as needed
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

MINIMUM QUALIFICATIONS

• Graduation from an accredited college or university with specialization in computer science OR an equivalent combination of education and experience which provides the required knowledge, skills and abilities deemed sufficient to prepare the incumbent to successfully perform the duties of the position.
• One (1) year of relevant work experience.
• Certifications in A+ preferred.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Extensive application support experience with Microsoft O365.
• Extensive knowledge of computer hardware, including Lenovo, Dell, iPad, HP/Canon Printers.
• Experience with desktop and server operating systems, including Windows 10, IOS, MAC.
• Familiarity with the principles of ITIL.
• Familiarity with EPIC and MyChart.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Should have experience working with error and solution tracking systems to track multiple problems at a time, providing solutions to employees and customers.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.
• Driver’s license in good standing.

SUPERVISORY CONTROLS

The position reports to the IT Service Delivery Manager.

GUIDELINES

The position abides by all rules and regulations set forth by applicable licensing and regulatory bodies, as well as UHC policies and procedures.

PERSONAL CONTACTS

The position requires contact with staff at all levels throughout the organization. There are also external organizational relationships that may be a part of the work of the incumbent.

PHYSICAL EFFORT AND WORK ENVIRONMENT

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Refer to the attached ADA check list.

OTHER SIGNIFICANT FACTS

• The incumbent must be able to balance the needs of diverse constituencies on a daily basis.
• On-call availability.
• Requires travel to Unity locations in Washington, DC.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting moderately heavy objects, such as computers and peripherals.

RISKS

The position’s work involves everyday risk and discomforts, which require normal safety precautions typical of such places as offices, meetings, training rooms, and other UHC sites. The work area is adequately lit, heated, and ventilated. The employee shall provide evidence of a recent (within the past twelve (12) months) health assessment that includes a PPD and/or chest x-ray results.

The statements contained herein describe the scope of the responsibility and essential functions of this position, but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.

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