Desktop Technician

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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Mon-Friday days plus rotating on-call. With minimal supervision, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting and supporting PC hardware, operating systems, software applications, peripherals and phones for the entire organization.# Serves as the liaison for information systems problem management. Assists with all end user related issue resolution as needed or requested by IT Director. Takes on-call rotation to provide after hours support. ESSENTIAL JOB DUTIES Administers incoming Help Desk calls and delegates tickets as appropriate. Resolves desktop support issues for PC#s, phones, printers, software and peripherals in a timely manner. Installs new PCs, phones, printers, and other peripherals as required. Works with IT product vendors to select and price appropriate hardware and software as needed. Administers pager system including pager builds and programming. # Maintains hardware inventory and manages correct disposal of decommissioned hardware. SERVICE EXCELLENCE/CUSTOMER SERVICE Demonstrates purposeful service excellence through exceeding patient and coworker expectations. Represents the department/hospital as a dedicated, courteous, and responsive employee COMPLIANCE WITH RULES, REGULATIONS AND POLICIES Records pertinent documentation in accordance with regulatory requirements, professional standards and hospital policy. Adheres to federal, state and hospital rules and regulations concerning HIPAA privacy and security. Follows Hospital compliance plan and policies, including the Code of Conduct. Participates in required training for compliance related activities (HIPAA, Compliance, Patient Safety, TJC, etc.) UNIT SPECIFIC DUTIES # RESPONSIBILITIES / DAY TO DAY OPERATIONS Creates documentation for on-going support, business continuity and training. Assists with other IT duties as needed or requested by IT Director. PROFESSIONALISM Demonstrates responsibility and accountability for own professional decision making and professional growth. Participates and contributes to departmental meetings and activities. POPULATION SPECIFIC CRITERIA Demonstrates the ability to assess and interact with customers of all ages, recognizing language and learning barriers, and technology challenges. Able to state his/her duties during a code pink drill. CORE VALUES Patient Centered:is passionate about patient care, creating positive impressions on a consistent basis and exceeding our patients# expectations. Exhibits courtesy and sensitivity to the needs of patients and their families, responds with a sense of urgency to patient problems, anticipates patient requirements, responds proactively and places the patient#s safety above all else. Teamwork:works collaboratively with physicians and other staff and assists whenever possible. He/she openly shares information, provides feedback and participates in appropriate decision making as part of a team of healthcare professionals. Hospital and departmental objectives are placed ahead of individual agendas Respect for Others:actively listens to others, takes other opinions into account, and communicates openly and honestly.# He/she demonstrates respect for others by being timely with communications, completion of tasks, and meeting attendance.# The employee is respectful of all physicians, colleagues, patients, visitors, and other stakeholders Accountability:takes responsibility for his/her actions, abides by the hospital#s guiding philosophies and policies, and follows through on commitments and physician orders.# He/she provides complete and accurate information to the Physician and/or other members of the work team. takes personal pride and ownership in the quality of care and services provided to all internal and external customers Integrity:is truthful, trustworthy, and principled.#He/she#demonstrates character, conviction, and honest and ethical behavior in all interactions with others.##The employee#s word can be trusted.##Behavior is#consistent with these AVH Core Values KNOWLEDGE, SKILLS # ABILITIES # # EDUCATION/EXPERIENCE REQUIREMENTS # ######### College degree in the field of computer science or information systems preferred ######### 3 years related work experience or equivalent combination of education and experience preferred # KNOWLEDGE AND SKILL REQUIREMENTS # ######### Ability to concentrate and show attention to detail ######### Relatively high degree of analytical abilities ######### Strong interpersonal skills required ######### Ability to work independently LANGUAGE SKILLS # ######### Ability to read and communicate effectively in English # WORKING CONDITIONS # ######### Normal patient care environment with little exposure to excessive noise, dust and temperature ######### May be exposed to communicable diseases through normal or careless performance of responsibilities ######### May be exposed to mechanical dangers associated with mechanical devices ######### May be exposed to stressful situations # # # DESCRIPTION OF PHYSICAL DEMANDS # PHYSICAL DEMANDS # On-the-job time is spent in the following physical activities.# ########################################################################## - Percent of Time- Stand:####################################################################### 10% Walk:######################################################################## 10% Sit:############################################################################ 80% Talk or hear:############################################################# 99% Use hands to finger, handle or feel:######################## 100% Push or pull:############################################################# 10% Stoop, kneel, crouch or crawl:################################## 10% Reach with hands and arms:##################################### 10% Taste or smell:########################################################## 00% # This job requires that weight be lifted or force be exerted. ####################################################################################### - Yes/ No - Up to 10 pounds:######################################################## yes## Up to 25 pounds:######################################################## yes## Up to 50 pounds:######################################################### no### Up to 100 pounds:####################################################### no### More than 100 pounds:################################################ no### # This job has vision requirements as follows:############# - Yes/No - Clear close vision:###################################################### yes# Clear distance vision:################################################## yes# Depth perception:####################################################### yes# Three-dimensional vision; ability to judge distances and spatial relationships:########################### yes Ability to adjust eye to bring an object into sharp focus:############################################################### yes# # Specific demands not listed: WORK ENVIRONMENT # Job requires exposure to the following environmental conditions: ######################################################################################### -Yes/No - Wet, humid conditions (non-weather):######################### no### Work near moving mechanical parts:########################## yes## Fumes or airborne particles:######################################### no### Toxic or caustic chemicals:########################################## no### Outdoor weather conditions:######################################## no### Extreme cold (non-weather):######################################## no### Extreme heat (non-weather):######################################## no### Risk of electrical shock:############################################## yes## Work with explosives:################################################# no### Risk of radiation:######################################################### no### Vibration:##################################################################### no### # Hearing ability required for work environment is:### - Yes/No - Ability to hear alarms on equipment:########################## yes## Ability to hear patient call:########################################## yes## Ability to hear instructions clearly:############################# yes## # ################################################################################## - Hi/Med/Lo - The typical noise level for the work environment is:########### med## # Repetitive Motion Actions############################# - Percent of Time - Repetitive use of foot control:################################### 00%### Repetitive use of hands:########################################## 100%## Grasping - simple/light:############################################ 80%## Grasping - firm/heavy:############################################### 2%## Fine dexterity:########################################################### 50% ##
Mon-Friday days plus rotating on-call.
With minimal supervision, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting and supporting PC hardware, operating systems, software applications, peripherals and phones for the entire organization. Serves as the liaison for information systems problem management. Assists with all end user related issue resolution as needed or requested by IT Director. Takes on-call rotation to provide after hours support.
ESSENTIAL JOB DUTIES
Administers incoming Help Desk calls and delegates tickets as appropriate.
Resolves desktop support issues for PC s, phones, printers, software and peripherals in a timely manner.
Installs new PCs, phones, printers, and other peripherals as required.
Works with IT product vendors to select and price appropriate hardware and software as needed.
Administers pager system including pager builds and programming.
Maintains hardware inventory and manages correct disposal of decommissioned hardware.
SERVICE EXCELLENCE/CUSTOMER SERVICE
Demonstrates purposeful service excellence through exceeding patient and coworker expectations.
Represents the department/hospital as a dedicated, courteous, and responsive employee
COMPLIANCE WITH RULES, REGULATIONS AND POLICIES
Records pertinent documentation in accordance with regulatory requirements, professional standards and hospital policy.
Adheres to federal, state and hospital rules and regulations concerning HIPAA privacy and security.
Follows Hospital compliance plan and policies, including the Code of Conduct.
Participates in required training for compliance related activities (HIPAA, Compliance, Patient Safety, TJC, etc.)
UNIT SPECIFIC DUTIES & RESPONSIBILITIES / DAY TO DAY OPERATIONS
Creates documentation for on-going support, business continuity and training.
Assists with other IT duties as needed or requested by IT Director.
PROFESSIONALISM
Demonstrates responsibility and accountability for own professional decision making and professional growth.
Participates and contributes to departmental meetings and activities.
POPULATION SPECIFIC CRITERIA
Demonstrates the ability to assess and interact with customers of all ages, recognizing language and learning barriers, and technology challenges.
Able to state his/her duties during a code pink drill.
CORE VALUES
Patient Centered:is passionate about patient care, creating positive impressions on a consistent basis and exceeding our patients expectations. Exhibits courtesy and sensitivity to the needs of patients and their families, responds with a sense of urgency to patient problems, anticipates patient requirements, responds proactively and places the patient s safety above all else.
Teamwork:works collaboratively with physicians and other staff and assists whenever possible. He/she openly shares information, provides feedback and participates in appropriate decision making as part of a team of healthcare professionals. Hospital and departmental objectives are placed ahead of individual agendas
Respect for Others:actively listens to others, takes other opinions into account, and communicates openly and honestly. He/she demonstrates respect for others by being timely with communications, completion of tasks, and meeting attendance. The employee is respectful of all physicians, colleagues, patients, visitors, and other stakeholders
Accountability:takes responsibility for his/her actions, abides by the hospital's guiding philosophies and policies, and follows through on commitments and physician orders. He/she provides complete and accurate information to the Physician and/or other members of the work team. takes personal pride and ownership in the quality of care and services provided to all internal and external customers
Integrity:is truthful, trustworthy, and principled. He/she demonstrates character, conviction, and honest and ethical behavior in all interactions with others. The employee's word can be trusted. Behavior is consistent with these AVH Core Values
KNOWLEDGE, SKILLS & ABILITIES
EDUCATION/EXPERIENCE REQUIREMENTS

College degree in the field of computer science or information systems preferred
3 years related work experience or equivalent combination of education and experience preferred

KNOWLEDGE AND SKILL REQUIREMENTS

Ability to concentrate and show attention to detail
Relatively high degree of analytical abilities
Strong interpersonal skills required
Ability to work independently


LANGUAGE SKILLS

Ability to read and communicate effectively in English

WORKING CONDITIONS

Normal patient care environment with little exposure to excessive noise, dust and temperature
May be exposed to communicable diseases through normal or careless performance of responsibilities
May be exposed to mechanical dangers associated with mechanical devices
May be exposed to stressful situations


DESCRIPTION OF PHYSICAL DEMANDS

PHYSICAL DEMANDS

On-the-job time is spent in the following physical activities.
- Percent of Time-
Stand: 10%
Walk: 10%
Sit: 80%
Talk or hear: 99%
Use hands to finger, handle or feel: 100%
Push or pull: 10%
Stoop, kneel, crouch or crawl: 10%
Reach with hands and arms: 10%
Taste or smell: 00%

This job requires that weight be lifted or force be exerted.
- Yes/ No -
Up to 10 pounds: yes
Up to 25 pounds: yes
Up to 50 pounds: no
Up to 100 pounds: no
More than 100 pounds: no

This job has vision requirements as follows: - Yes/No-
Clear close vision: yes
Clear distance vision: yes
Depth perception: yes
Three-dimensional vision; ability to judge
distances and spatial relationships: yes
Ability to adjust eye to bring an object into
sharp focus: yes

Specific demands not listed:

WORK ENVIRONMENT

Job requires exposure to the following environmental conditions:
-Yes/No -
Wet, humid conditions (non-weather): no
Work near moving mechanical parts: yes
Fumes or airborne particles: no
Toxic or caustic chemicals: no
Outdoor weather conditions: no
Extreme cold (non-weather): no
Extreme heat (non-weather): no
Risk of electrical shock: yes
Work with explosives: no
Risk of radiation: no
Vibration: no

Hearing ability required for work environment is: - Yes/No -
Ability to hear alarms on equipment: yes
Ability to hear patient call: yes
Ability to hear instructions clearly: yes

- Hi/Med/Lo -
The typical noise level for the work environment is: med

Repetitive Motion Actions - Percent of Time -
Repetitive use of foot control: 00%
Repetitive use of hands: 100%
Grasping - simple/light: 80%
Grasping - firm/heavy: 2%
Fine dexterity: 50%

Associated topics: assistance, deskside, front desk, information technology analyst, patient, support analyst, technical support, technician i, technician iv, technology

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