PC Tech I

Cheyenne Regional Medical Center•Cheyenne, WY

10d

About The Position

The PC Tech I works under the direction of the Infrastructure Manager assisting with day-to-day support for the end users' devices. This position maintains, troubleshoots, and repairs computer systems, hardware, and computer peripherals. Performs upgrades to installed software systems. Why Work at Cheyenne Regional? 403(b) with 4% employer match ANCC Magnet Hospital 21 PTO days per year (increases with tenure) Education Assistance Program Employee Sponsored Wellness Program Employee Assistance Program Loan Forgiveness Eligible Here is What You Will Be Doing: Provides front line support and security to end users and VDI systems while managing multiple calls within the call center. Mains incident queues and response times in conjecture with CRMC service level agreements while properly assigning and delegating incidents. Provides assistance to fellow technicians with imaging, cleanup, setup and teardown of IT equipment. Provides a high level of communication and oversight to customers ensuring the customers’ needs are top priority. Troubleshoots, repairs and diagnoses hardware/software related issues for PC/Macintosh and mobile devices, escalating more in-depth incidents to upper level technicians and system analysts. Creates and maintains step-by-step knowledge documentation within the current knowledge management system. Scans and updates computers as needed and directed by the Help Desk Supervisor or IT Management. Properly triages and disseminates information during critical system outages.

Requirements

High school diploma (or Equivalent Certificate from an accredited program)
Understanding of networks, software implementation, and regulatory requirements
Competence in installing and configuration of desktop software applications
Ability to troubleshoot software issues that may include connections to databases, network issues and conflicts between applications
Ability to install hardware including printers, scanners, USB devices, displays, cellular devices, tablets, hard drives, network cards, and memory.
Well defined skills in troubleshooting hardware issues
Advanced skills in Microsoft Office, Active Directory, and MS Outlook
Able to work under pressure and with anxious or angry customers
Personable and customer service oriented
Resourceful in problem solving
Ability to interact with many people of differing professional levels
Ability to be involved in multiple projects simultaneously
Ability to communicate technical concepts and information in not-technical terms
Possess a certain degree of creativity and latitude
Ability to perform data entry

Nice To Haves

Major Industry certification preferred (A+, Microsoft, Cisco, etc.).
Healthcare experience

Responsibilities

Provides front line support and security to end users and VDI systems while managing multiple calls within the call center.
Maintains incident queues and response times in conjecture with CRMC service level agreements while properly assigning and delegating incidents.
Provides assistance to fellow technicians with imaging, cleanup, setup and teardown of IT equipment.
Provides a high level of communication and oversight to customers ensuring the customers’ needs are top priority.
Troubleshoots, repairs and diagnoses hardware/software related issues for PC/Macintosh and mobile devices, escalating more in-depth incidents to upper level technicians and system analysts.
Creates and maintains step-by-step knowledge documentation within the current knowledge management system.
Scans and updates computers as needed and directed by the Help Desk Supervisor or IT Management.
Properly triages and disseminates information during critical system outages.