Senior Technical Asst Info Systems (NY Helps) - FT - Day Shift

ECMC•Buffalo, NY

4d•Onsite

About The Position

The work involves providing technical assistance and instruction in the capabilities and use of information systems at the Erie County Medical Center (ECMC). This is a customer service position which provides hands-on assistance to system users by resolving questions and problems related to information systems and hardware. Work is performed under the direct supervision of higher-level professional, technical and administrative staff. Supervision is not a function of this position. Does related work as required. This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means NO EXAMINATION IS REQUIRED, but all candidates must meet the minimum qualifications of the title for which they apply. At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, WITHOUT HAVING TO TAKE A CIVIL SERVICE TEST. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Requirements

Possession of a Bachelor’s Degree in Computer Science, Information Systems, or related field
Possession of an Associate’s Degree in Computer Science, Information Systems or related field and one year of technical customer service experience which included desktop, hardware, network and software problem resolution
Graduation from high school or possession of a high school equivalency diploma and two years of technical customer service experience which included desktop, hardware, network and software problem resolution
An equivalent combination of training and experience as defined by the limits of A and C
Good knowledge of operating systems, networking and packaged application concepts
Good knowledge of automated information systems maintenance and minor repair procedures and techniques
Good knowledge of the use, operation and maintenance of data communications equipment and peripherals
Working knowledge of the function, design, development and use of information systems
Ability to maintain current knowledge of technology trends and best practices
Ability to reason with a high degree of logic
Ability to communicate effectively with all levels of personnel
Ability to explain and demonstrate the use and capabilities of information systems
Ability to work well under time constraints and to produce effective results
Ability to acquire a broad knowledge base across a wide range of software, hardware and network services and products
Ability to apply information systems knowledge to solve problems
Ability to establish and maintain effective working relationships with a diverse constituency
Ability to work well with others
Customer service skills
Creativity
Accuracy
Dependability
Courtesy
Capable of performing the essential functions of the position with or without reasonable accommodation

Responsibilities

Provides technical support services around the clock to ECMCC system users
Provides first and second level diagnosing, troubleshooting, resolution and documentation of information system problems relating to hardware, software, network, system login and security issues; refers advanced problems to appropriate technical specialists
Provides in-depth support for specific applications such as Citrix, Microsoft o/s, Microsoft Office, clinical applications, and main ECMCC systems
Analyzes and resolves problems utilizing remote automated diagnostic programs
Assists in the development of service level agreement (SLA) timelines and attempts to resolve calls within the SLA timeframes
Assists in the management of information system user accounts
Assists in the creation of training documentation for users to effect the efficient use of information systems
Evaluates and analyzes software and systems as required for support
Recommends utilization of software to improve workflow and efficiency for day-to-day problem resolution
Communicates with system users concerning systems modifications, anticipated downtimes, and procedure changes
Documents and forwards recommended system modifications to supervisor
Maintains current knowledge of known technical issues and appropriate solutions, information systems and all changes completed or in progress to share with system users
Performs set up and installation of hardware and software and participates in system installation and testing
Performs computer hardware and printer repairs
Supports ancillary audio/visual equipment
Performs asset management by maintaining detailed current records on each customer and asset