Associate IT Support Tech

WVU Medicine

7d•Onsite

About The Position

Responsible for installing, maintaining, and troubleshooting PC hardware and peripheral components. Installs and verifies the correct operation of software packages, including operating systems and typical office programs. Provides training and technical assistance to end users, identifies and resolves hardware, software, and operator problems, and performs basic-to-moderate hardware repairs. Complex, vendor-restricted, and warranty repairs are referred to authorized service personnel. The role provides workstation, hardware, software, and device-level network support to end users, including troubleshooting, repairs, inspections, installations, testing, training, and assistance with IT service requests. It also includes project and task coordination, documentation, teamwork and employee development, and—in some WVU Medicine sites—support and maintenance of biomedical devices. Travel to WVUHS facilities or affiliated sites may be required. The employee accepts on-call responsibilities and responds by phone or on site as defined by department policy. The position is based in a standard office environment. The schedule is 40 hours per week. The role requires the ability to handle confidential information, work independently and collaboratively, adapt to changing workloads, communicate effectively, prioritize tasks, make independent decisions, and work in a fast-paced environment.

Requirements

Associate degree in Information Technology or a technical-related field, or two years of experience supporting personal computer hardware and software.
May be required to complete additional certification relevant to the position’s responsibilities; completion is required within four months of formal certification training.
Internal employees must meet all mandatory competencies in their current position to qualify for promotion within IT.
Ability to handle and maintain confidential information.
Ability to work well under high-stress conditions, independently or as a team member, and with multidisciplinary groups.
Ability to adapt to various workloads and assignments and work in a fast-paced, rapidly changing environment.
Reading and comprehension ability; ability to type; and good oral and written communication skills.
Ability to prioritize tasks and make independent decisions.
Ability to sit for extended periods.
Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, and grasping.
Ability to respond quickly to visual and audible alarms generated by systems that automatically monitor network devices.

Nice To Haves

A+ Certification, CCNA, MCP, or MCSE.

Responsibilities

Install, maintain, troubleshoot, inspect, and repair end-user PC hardware, peripherals, and software; refer complex, vendor-restricted, and warranty repairs to authorized service personnel.
Assess reported workstation hardware and software issues, determine root causes, provide remedial service, identify trends, and recommend long-term solutions.
Install and test PCs, laptops, tablets, printers, IP phones, mobile devices, and associated wired and wireless software and hardware.
Answer computer-related questions, provide on-site end-user training, and assist users with IT processes, requests, and trouble calls.
Maintain technical expertise in personal computer technology and associated software through reading, online courses, and other IT department resources.
Provide general device-level support for network connections and inspections.
Review, identify, and document project issues, barriers, and risks, and bring them to management’s attention.
Coordinate assigned projects and tasks; communicate status, schedule variances, outstanding issues, risks, and project-related expenses; meet deadlines and project goals; and document work according to policy.
Participate in technical and application development sessions, project and departmental teams, post-implementation reviews, and change-control processes.
Manage workload, customer expectations, project scope, and deliverables; suggest improvements and help control project costs.
Participate in mentoring, training, and development of employees and contribute to teamwork and problem-solving.
Travel independently to remote sites and communicate with the team while working offsite, if assigned.
Travel to WVUHS facilities or affiliated sites as needed for implementations, training, or support.
Adhere to WVUHS policies and the policies of the entity or entities where assigned or employed.
Accept and respond to on-call responsibilities by phone or on site as defined by department policy.
At applicable WVU Medicine sites, liaise with medical equipment repair vendors; coordinate service and service contracts; document equipment service; perform preventive maintenance and basic repairs.
Perform other duties as assigned.