IT Support Tech

WVU Medicine

1d•Onsite

About The Position

Responsible for installing, maintaining, and troubleshooting PC hardware and peripheral components. Installs and verifies 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. Performs basic-to-moderate hardware repairs and refers complex, vendor-restricted, and warranty repairs to authorized service personnel.

Requirements

Associate degree in Information Technology or technical-related field OR two (2) years’ experience with personal computer hardware and software support.
Three (3) years’ experience with personal computer hardware and software support.
Ability to handle and maintain confidential information.
Ability to work well under high stress conditions.
Ability to work independently or cooperatively as a team member.
Ability to adapt to various workloads and assignments.
Ability to work with multi-disciplinary groups and facilitates meetings.
Must have reading and comprehension ability.
Must be able to type.
Possess good oral and written communication skills.
Ability to prioritize tasks.
Must have independent decision-making ability.
Ability to work in a fast paced and rapidly changing environment must be flexible.
Ability to sit for extended periods of time.

Nice To Haves

A+ Certification, CCNA, MCP, or MCSE.

Responsibilities

Provides Workstation (Personal Computer, laptop, tablet, ext.) related support for the end-user.
Troubleshoots, repairs, and inspects end-user hardware and software.
Assesses end-user reported workstation hardware and software issues to determine the root-cause and provide appropriate remedial service.
Answers computer-related questions and provides on-site end-user training as needed.
Assists end-users in navigating Information Technology processes including submitting requests and trouble calls.
Provides on-site hardware and software modifications for end-users in support of production applications as necessary.
Responds to the needs and concerns of end-users relative to accessing network resources.
Collaborates with other Information Technology technicians to provide end-user support as necessary.
Installs and tests end-user computer hardware and software as assigned.
Devices include: PCs, laptops, tablets, printers, ip phones, mobile devices.
Support for both wired and Wireless.
Configures setups/repair for devices.
Identifies trends relative to such matters and recommends long-term solutions.
Work with other IT technical teams as necessary.
Improves personal knowledge of personal computer technology and associated software through reading, on-line training courses and any avenues provided by the IT department.
Test new equipment (hardware and/or software).
Determines how best new equipment can be deployed.
Provide general support at the device level for network connection and inspection.
Collaborates closely with Telecom and or Networking to add new devices such as printers and vender connections.
Defines tasks and creates team work plans with moderate supervision.
Delegates work to others and monitors progress.
Identifies issues affecting work progress and recommends solutions.
Assists Senior to in controlling project costs, communicating any project-related expenses and recommends ways to control costs (if assigned).
Apprises schedule variances and potential scope changes, task, goals and milestones in status reports and/or appropriate personnel.
Measure the progress toward goals and revises work plan accordingly.
Participates with management personnel in planning, direction, and coordinating operational and/or procedural matters to meet goals and objectives.
Functions as the project coordinator when assigned by management.
Duties include project time management, task and personnel coordination and scope management.
Follows hospital’s project management methodology.
Provides Project Coordination Services to customers as assigned.
Delegates work to Associate and monitors progress.
Assures project changes or additions are updated using appropriate Project Management Toolsets.
Ability to organize and prioritize multiple simple to moderately complex assigned task.
Provides input into the assessment of appropriate work effort for a task or project.
Participates in mentoring, training, and development of other employees.
Assist and mentors co-workers.
Seeks and respects the views of others, including patients/families and customers when appropriate.
Creates and updates internal documentation for team members to use.
Coaches and provides support/encouragement for employees to exceed their own expectations.
Liaison for repair vendors of medical equipment, coordination of service and service contracts for medical equipment, documentation of medical equipment service, preventative maintenance on medical equipment, and basic repair of medical equipment.
Other duties may be assigned.