Support Specialist II

Hopewell, NJ 08525

Posted: 09/16/2022 Job Number: 2176

Job Description

Provides technical support for all in-house and satellite locations, computer systems, applications and peripheral devices. Meets with current and potential system users for the purpose of determining technical needs. Evaluates current resources and determines technical solutions. Effectively streamlines systems and processes to improve productivity. Implements principles of operating systems theory and design. Examines various software systems, and identifies advantages and roles. Applies both technical skills and business training to solve real-world problems.

Responsibilities

  • Troubleshoots any hardware and software problems with PC’s, printers, peripherals, mobile devices, servers, switches, routers, and other miscellaneous IT equipment.
  • Provides support for a large variety of hospital applications. Installation and configuration of Windows/Apple/Linux OS, MSO, Internet Explorer, Google Chrome, etc. Support LAN, security and network protocols governed by Information Technical Services management and policies.
  • Analyzes error conditions that arise during live operation. Confers on a timely basis with vendors, manuals and other documentation to troubleshoot the best solutions. Takes ownership of problems while communicating effectively with the end user. Conducts parallel testing to analyze and improve end user production efficiency.
  • Educates end users to conform to Information Services policies for acceptable hardware or software utilization. Advises, instructs, or acquaints system end users in the use of their hardware, software, applications and operating system. Provides technical advice and assistance to users concerning data communication equipment and data transmission. Meets with current and potential system users for the purpose of determining technical needs.
  • Follows security standards, supports HIPAA and any other hospital security protocols. Ensures all work (e.g. design, distribution, repairs) is done in compliance with all licensing laws, legal requirements and industry standards. Maintains client confidence and protects operations by keeping information confidential.
  • Participates in on-call availability for off-hours support. Provides efficient help desk support as needed. Monitors the request for service board and independently opening work orders to rectify technical problems.
  • Performs preventative maintenance in accordance with department policies. Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications and documenting.
  • Follows sound implementation procedures such as ensuring new hardware and/or software is installed, pre-configured and tested in the test bed and in pilot locations prior to a formal rollout in a production environment.
  • Maintains database of inventory of workstations and associated equipment; assists in the research and purchase of hardware and software.
  • Communicates and follows up in a positive, meaningful manner with customers on the status of problems and projects, and proper procedures for systems evaluations.
  • Communicates, written or orally, to members of the team and IS management on a regular basis on the status of problem resolutions and project implementations as necessary. Participates as an active, contributing member in regular Technical Services staff meetings and other assigned team/project meetings. Communicates current task and project priorities that may conflict with their service requests and alternatives to requests for services that do not meet standards.
  • Performs successfully administrative responsibilities necessary to comply with Organization, IS policies, procedures and standards. Assists with developing documentation necessary for all desktop and application delivery, implementations and upgrades, including detailed technical specifications, work plans, test plans, implementation, downtime schedules, and back out/recovery plans. Assists in the training and mentoring of existing and new employees, including developing training materials and conducting training sessions.
  • Maintains historical records by documenting hardware and software changes and revisions in an accurate and timely fashion.
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
  • Performs other duties as assigned and possesses a willingness to adapt to changing department demands.

Requirements

  • High school diploma or GED with technical certification in A+ or Network+ or Associate's degree in lieu of any certification.
  • Three years of work experience in the installation, maintenance and technical support of computer software and hardware applications.
  • Drivers License
  • Strong oral and written communication skills, project implementation, troubleshooting skills. Strong teamwork abilities.
  • Training in personal computing or networking.

Meet Your Recruiter

Gregg Chaillet
Recruiting Manager

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