End User Support II

Overview

Position provides implementation and maintenance of all desktop/laptop computer capabilities in a complex network environment for the Department of OBGYN.

This position requires travel to OBGYN locations and affiliated centers as necessary.

Responsibilities

• Duties include, but are not limited to prioritizing, project analysis, development and maintenance; initiating and performing system improvements or enhancements; researching and understanding new hardware and software systems; and taking appropriate action to correct user problems and concerns.

• Planning, designing and maintaining the facility's automation activities to facilitate cost-effective management of institute-wide programs, quality control of information and data, assuring compliance with third-party governing regulations, standards and directives, and to meet the Institute's internal and external information needs in conjunction with the Network Administrator.

• Installing and implementing new data processing hardware equipment and components.

• Troubleshooting and solving personal computer, Hewlett-Packard LaserJet (all models) and other printers, and local area network components and infrastructure hardware problems.

• Serves as the facility's coordinator for planning, designing, and technical support needs including coordinating system configuration needs with in-house technical staff and equipment vendor personnel in conjunction with the Network Administrator.

• Conduct support for all departmental desktop and laptop systems to include:

• Installing new PC's and related client applications with full network capabilities.

• Configuring PC's for local access security, web security, anti-virus protection, spyware protection and Operating System security patches.

• Installing and configuring VPN and remote management software.

• Repairing all types of software damage, including Operating System re-install where required.

• Repairing hardware malfunctions within limits of vendor's warranty support.

• Installing and configuring network printers.

• In conjunction with the Network Information Center (NIC), perform network administration for all Novell, Microsoft, Blackboard, Outlook, and related user accounts for the department

• Install Department and Network printers and assist with troubleshooting.

• Perform network administration for all e-directory, Microsoft Active Directory, and Email user accounts as appropriate in conjunction with the Network Center to include:

• Account creation

• Troubleshooting and password assistance

• Account disabling and deletion

• Provide user assistance with basic operations of Office applications such as MS Word, Excel, Outlook, and PowerPoint.

• Install and maintain specialized server applications such as: EHR, SCAN, GE ViewPoint, and HP printer/copier systems.

• Troubleshoot network connectivity issues to the local closet level. Assist network engineers with peculiar location technical requirements.

• Maintain physical security and desktop inventory applications in conjunction with the Network Administrator.

• Maintain inventory of computers, printers, scanners, and related technical components in conjunction with the Network Administrator.

• Provides remote site user assistance when necessary.

• Provides support as needed with remote communication devices, mobile phones, PDA's, laptop computers, and related items.

• Perform other duties as assigned.

Qualifications

• Associate's degree in MIS, Computer Science, or related technical field or equivalent experience and a minimum of 3 years experience in network and desktop support.

• Competency designations are desired, but proof of detailed training or specifically applicable experience may be accepted. An A+ certification is preferred.

• Tier 2 experience: support for installation, maintenance and troubleshooting

• Ability to interact effectively with end users and other personnel.

• Excellent communication skills required.

• Knowledge of network operating systems and administration of network equipment.

• Requires experience working with Microsoft Operating systems and Microsoft Exchange security and the creation of server and e-mail accounts.

• Requires excellent troubleshooting, analytical, multitasking, documenting and communication skills.

• The ability to perform accurate detailed work under pressure is required.

• Experience working in an IT department and/or technical training that included desktop, client computers, servers, networks and software support.

• Experience working with Ultrasound Machines or other GE Equipment preferred.

Location : Location

US-VA-Norfolk