IS PC Technician 2

FMOLHS•Monroe, LA

About The Position

The PC Support Analyst 2 provides primary technical support to internal users by troubleshooting, diagnosing, and resolving user issues and work requests in accordance with service level agreements. Support covers system access, hardware, application software, and basic network communication issues. The role responds to telephone calls, email, and team member requests for technical and application support, and documents, tracks, and monitors issues to ensure timely resolution and customer satisfaction. The position also maintains and repairs computer systems and peripherals; deploys and configures hardware and software; supports users in person, by telephone, and remotely; and contributes to documentation, knowledgebase materials, and service improvement. It may lead or direct others’ work and includes training and mentoring junior staff.

Requirements

Three years of experience in database applications or PC hardware and software; a Health System Intern assignment will be considered as experience.
High school graduate.
Experience supporting MS operating systems, web-based applications, and remote users.
Experience identifying and resolving hardware and software issues for laptops, desktops, and peripherals.

Responsibilities

Use IS project management methodology and best practices to improve individual and organizational effectiveness and outcomes.
Train and mentor junior staff.
Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals; document, maintain, upgrade, or replace hardware and software systems.
Provide consistent end-user support to FMOLHS employees in person, by telephone, or through remote software.
Troubleshoot and resolve end-user issues by guiding users through corrective steps; document, log, escalate, and follow up on issues, coordinating with other IS areas when needed.
Image, configure, and deploy hardware, software, and peripherals for the corporate network; manage small to moderate installations and upgrades through completion.
Assist in developing and comply with standards for documentation, end-user instructions, computer deployment, ticket logging, and monitoring.
Use the computerized support tracking system to track support statistics for SLA adherence and staffing planning.
Research hardware and software developments and stay current with computer-related procedures and methods.
Prepare, review, and contribute to the online support knowledgebase for FMOLHS applications and systems; participate in ongoing training and development as directed by management.
Develop and implement data-driven performance improvement methodologies and maintain accurate organizational performance records.
Identify service improvements and consult with management on issues and problems.
Ensure the security, integrity, and privacy of FMOLHS data in accordance with policies and procedures.
Plan and accomplish goals, perform complicated tasks, and potentially lead or direct the work of others.