Technical Support Specialist (Local / Onsite)

Vanderbilt University Medical Center • Nashville, TN

12d • Onsite

About The Position

Provides remote or onsite technical support to customers in maintenance and support of electronic technologies, networks, media services and software applications with occasional guidance. Troubleshoots standard problems in support of end users. Responsible for timely process including problem recognition, research, isolation, resolution and follow up steps. This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.

Requirements

• 2 years relevant work experience
• Associate's degree
• Possesses sufficient fundamental proficiency to successfully demonstrate knowledge of Incident Tracking and Problem Reporting in practical applications of moderate difficulty.
• Writes problem reports that contain all of the necessary information for clear, non-antagonistic communication to those responsible for fixing problems.
• Can effectively explain how to reproduce and analyze errors, as well as identify the type of error including coding, design issue and hardware.
• Makes simple suggestions for correction.
• Demonstrates fundamental competence in solving customer reported problems involving product availability.
• Able to use non-intuitive help desk tools to determine if problem is due to hardware, software or user knowledge.
• Has demonstrated a fundamental competence in solving customer reported problems involving hardware failures, application problems and/or connectivity related issues using help desk support tools including intuitive [CaseBase Reasoning] and non-intuitive [Library Reference System] knowledge base systems.
• Performs tasks that are typically routine that may impact team's performance with occasional guidance.
• Utilizes some discretion and research to solve routine problems.
• Applies knowledge of standards, established processes and procedure that apply to your own job.
• Provides guidance to entry level co-workers.
• Develops Self and Others: Continuously improves own skills by identifying development opportunities.
• Builds and Maintains Relationships: Seeks to understand colleagues' priorities, working styles and develops relationships across areas.
• Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner.
• Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service.
• Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner.
• Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support.
• Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards.
• Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department.
• Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service.
• Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources.
• Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error.
• Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them.
• Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action.
• Adapts to Change: Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work.

Responsibilities

• Provide desktop support and other support functions in support of customers.
• Perform various administrative duties including documentation, inventory, etc.
• Assist customers and elevate issues when necessary.
• Troubleshoots standard problems in support of end users.
• Responsible for timely process including problem recognition, research, isolation, resolution and follow up steps.

Benefits

• health
• disability
• retirement
• wellness offerings

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree