IT Support Technician #12483BR
12483BR
IT Support Technician
Watkins Health Services
Position Overview:
The incumbent provides support services for the information technology systems at Watkins Health Services (SHS).
The incumbent in this position will see, hear and possibly have access to confidential information that must be handled in accordance with all relevant state and federal laws and University policies and procedures regarding its use and disclosure. This position is also authorized to review, create and process patient information and/or data in accordance with established procedures in the performance of job duties.
This position is authorized to create, modify and deactivate information system user accounts and role-based access permissions, and is authorized to manage, provision, and de-provision IT assets.
WHS utilizes computer technology in all aspects of its operations, including an electronic health record system. The incumbent must become familiar with and be able to use the appropriate computer hardware and software programs associated with this position.
The incumbent must become familiar with and adhere to the Watkins Health Services Customer Service Plan to ensure appropriate interaction and positive outcomes with both internal and external customers.
Watkins Health Services is a unit in Student Affairs.
Job Description:
Under general supervision, performs duties maintaining computer hardware and software operations. Provides Tier I technical customer service support at specified department. High School Diploma and two years of relevant experience.
Required Qualifications:
- High school diploma or completion of GED equivalency.
- Basic skills or IT training in networking, PC installation and maintenance, Windows OS, and Microsoft Office applications.
- Two years’ experience providing customer service in an academic or corporate environment.
- Two years’ experience supporting computer hardware and software in an academic or corporate environment.
- Demonstrated excellent customer service ability and resolution ownership of problem.
- Good written communication skill as evidenced by application materials.
Preferred Qualifications:
- Associate’s degree, technical college certificate, or higher degree in a technology related field.
- At least 12 months hands-on experience in basic computing, Microsoft Office products, PC setup, deployment/troubleshooting, network printer management and networking management.
- Working knowledge or training in Microsoft Office 2010 or later; especially Outlook, Excel and Access.
- Working knowledge or training in installation, troubleshooting, and maintenance of Windows 7 or later.
- Working knowledge or training in Active Directory, Microsoft System Center & Configuration Manager (SCCM) or other imaging software.
Demonstrated experience or training in:
- Supporting Skype for Business where this is the primary means of telephony communication.
- Creating and maintaining Group Policies.
- Setting up and/or maintaining SharePoint sites.
- Experience or training in support of a practice management and/or electronic health record (EHR) systems; or, knowledge of medical terminology and operations.
- Experience creating technical documentation or end user training documents.
- Experience with a ticketing system such as ServiceNow.
- Knowledge of LAN/WAN principles and protocols.