MINIMUM QUALIFICATIONS: A. Graduation from a regionally accredited or NYS registered college or university with a Bachelor#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; or B.
Graduation from a regionally accredited or NYS registered college or university with an Associate#s Degree in Computer Science, Information Systems or related field and three years of technical customer service experience which included desktop, hardware, network and software problem resolution; or C. Graduation from high school or possession of a high school equivalency diploma and five years of technical customer service experience which included desktop, hardware, network and software problem resolution; or D. An equivalent combination of training and experience as defined by the limits of A and C.
NOTE: Verifiable part-time and/or volunteer experience will be pro-rated toward meeting the full-time experience requirements. TYPICAL WORK ACTIVITIES: Provides technical support services around the clock to Medical Center 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 Medical Center 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; Supports data center operations including maintenance of system backups and logs, monitoring systems, and running reports and billing statements; 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 and procurement; 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.
FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS: 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 work well with others; Customer service skills; Creativity; Accuracy; Dependability; Courtesy; Physically capable of performing the essential functions of the position with or without reasonable accommodation.
The work involves providing technical assistance and instruction in the capabilities and use of information systems at the Erie County Medical Center. 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.#