Evergreen Technician

UMass Memorial Health•Worcester, MA

15h•$22 - $40

About The Position

Everyone Is a Caregiver At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day. Responsible for managing the replacement of end-user devices as part of the Evergreen Program including PCs, laptops, printers, mobile devices and other related devices. This works includes the replacement of hardware as well as software and profile specific configurations on each device.

Requirements

Associate’s degree
Two (2) years technical customer service experience.
Demonstrated technical experience with PC hardware and software support environments.
Basic understanding of infrastructure workflow within Networking, Telecom, Capital Facilities, System Administration, and Applications.
A combination of expertise in desktop operating systems and TCP/IP networking.
Solid knowledge base of Microsoft Office suite applications and basic Inter/IntraNet skills.
Ability to self-manage.
Excellent customer service skills, organized and efficient and excellent verbal and written communication skills. Excellent interpersonal skills.

Nice To Haves

Bachelor’s degree.
Related certifications such as CompTIA A+, Microsoft Certified Professional (MCP) in end user computing technologies.

Responsibilities

Manages projects by use of MS Project, Excel, and Visio.
Uses Ivanti/LANDesk, Hyena, Active Directory, MaaS360 and other tools.
Attends a variety of coordination meetings as required or directed.
Follows IS Inventory asset management process through the lifecycle of the device.
Responsible for imaging and software installs on end user devices.
Provides customer with updates as appropriate.
Must maintain goals and measure set forth by the Manager over the evergreen program.
Helps creates and update knowledge base articles containing job aids for step-by-step instructions on how to upgrade hardware.
Responsible for hardware replacement of devices such as, but not limited to, PC’s, laptops, printers, diagnostic PC’s and monitors.
Provides configuration and deployment various software applications including but not limited to Microsoft Office (Access, Excel, Outlook, PowerPoint, Visio, Word), Adobe Creative Cloud (Acrobat, Acrobat Pro, Captivate, In Design, Photoshop), Cisco Jabber, Cisco WebEx, VMware Horizon Client, Epic (various applications), SPSS, Tableau, SAS, Skype for Business, Internet Explorer, Microsoft Edge, Google Chrome.
Activates cellular service on mobile devices for the following carriers: Verizon, ATT, Sprint.
Troubleshoots issues related to installation/upgrading and configuration of devices related to the evergreen program.
Perform data and/or application backup and verification as necessary.
Conducts performance and functional testing on PC equipment and software and restores any data and /or applications as necessary. Adjusts configuration options as required for installation.
Creates a data backup/archive for devices scheduled to be decommissioned, removes all software, data files, custom applications, licensed software, etc.
Provides appropriate instructions for users of newly installed devices.
Verifies final disposition of asset (e.g., lease return, scrap, return to manufacturer for replacement, etc.).
Identify and troubleshoot network issues as it relates to end user devices.
Complies with established departmental policies, procedures and objectives.
Attends variety of meetings, conferences, seminars as required or directed.
Demonstrates use of Quality Improvement in daily operations.
Complies with all health and safety regulations and requirements.
Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
Maintains, regular, reliable, and predictable attendance.
Performs other similar and related duties as required or directed.