ITS Field Support Spec II / ITS Fairfield Region

Hartford Healthcare•Bridgeport, CT

19h

About The Position

Work where every moment matters. Every day, more than 40,000 Hartford HealthCare colleagues come to work with one thing in common\: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network. The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization. With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system. Department Description: The End User Computing team is part of HHC’s System Support Office, responsible for the deployment and management of infrastructure components that enable system-wide, scalable, end-point computing services to end-users. The End User Computing team manages all Microsoft Windows end-points, upgrades, security patching, remote software distribution, and baseline operating system image creation for both physical end-points and virtual desktops. The team works directly with other Technical Services departments, HHC’s acute and ambulatory facilities, and key stakeholders throughout the system on key initiatives and daily support needs. Position Summary: The incumbent will support all aspects of office automation. Focusing on customer service and total cost of ownership issues. Will provide support for end users and end user applications. Is well versed in the deployment of large scale computer installations as well as maintaining, upgrading and supporting desktop operating systems. Creates and generates documentation for users and co-workers. Installs, modifies and repairs microcomputer hardware, printers and peripherals.

Requirements

Bachelor’s degree in Computer Science, or Management Information Systems. Without benefit of degree, equivalent on the job training and experience of at least 1 years duration may be acceptable
Minimum of three (3) years functional experience in end user support.
One year PC support experience for an installed bases of over 150 users in a Microsoft environment.
Strong troubleshooting skills required
Ownership of problem resolution
Analytical and problem-solving capabilities.
Ability to prioritize and execute tasks in a high-pressure environment.
Strong customer-service orientation.
Good judgment, integrity and confidentiality.
Strong written and oral communication skills.
Ability to appropriately handle stressful situations, critical deadlines, and a customer base with both high service level expectations and technical sophistication.
Availability to work nights and weekends during (un)planned outages and other special circumstances, with 24/7 accountability.
Ability to maintain records and filing systems
Ability to multi-task
Ability to work independently
Process improvement and quality skills
Project management skills

Nice To Haves

Healthcare experience desirable

Responsibilities

Supports office technology in general, including software, hardware and communications systems.
Conducts training classes on new products and systems.
Tests new programs prior to release to the user group to ensure desired results are achieved.
Assists the help desk staff in researching problems on the system.
Deploys computers in mass through imaging and automation processes.
Loads specified office automation software packages such as operating systems, office suites, and other related applications
Instructs user in use of equipment, software, and manuals.
Answers client’s inquiries in person and via telephone concerning systems operation.
Diagnoses system hardware, software, and operator problems.
Recommends or performs actions to correct problems based on knowledge of system operation.
Refers major issues outside or operational norms to manager for resolution.
Controls and manages PC hardware and software.
Attends technical conferences and seminars to keep abreast of new software and hardware product developments.
Interacts with employees to facilitate and promote effective use of information technology.
Devises logical solutions to operational problems within the capacity and limitations of installed computer equipment.
Assists in the maintenance of hardware and software inventory.
Supports help desk personnel in troubleshooting.
Assists users accessing systems and software Answers questions and assists with training users on various PC based software systems.
Protects and maintains user data at all times.
Installs manages and maintains telephony devices
Ability to lift 50 lbs
Gross motor function; both hand, both feet
Fine motor function; both hands
Ability to bend, squat, reach, lift, carry, push, pull