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056009 Requisition #
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Responsibilities:

The Information Technology (IT) Field Support Specialist II:

·         Provides support for applications, as well as support of communications on Local Area Network (LAN) / Wide Area Network (WAN) and remote connectivity.

·         Participates in Information Technology (IT) projects as a highly organized and technical member of a team, providing assistance on network, PC, and application issues and needs.

·         Researches and recommends more innovative methods to better serve the customer.

·         Provides support for the following areas:

Peripherals Support:

§  Provides support for personal computer (PC) workstations and other peripherals.

§  Requires and provides advanced support for Audio Visual Systems, Smartphones, Fax machines, Multi Function Devices, personal computer (PC) workstations, Thin Clients, servers, and other peripherals.

§  Provides support for clinical applications, as well as support of communications on Local Area Network (LAN)/Wide Area Network (WAN) and remote connectivity.

Solutions Research:

§  Performs research, discovery, report, and documentation of cost-effective business solutions.

§  Uses advanced-level analytical skills when providing technical assessments and determining the business impact for assigned projects.

§  Recommends innovative methods to better serve the customer.

§  Interacts with a wide variety of hospital/corporate personnel, vendors, and consultants.

Project Consultation:

§  Possesses technical computer skills that allows the employee to handle problems and issues with little or no supervision.

§  This role provides guidance to other members of IT, specifically to the IT Field Support Specialist I/CRM.

§  This role assists project teams on network, PC, and application issues and may participate in all project stages.

·         May provide rotating technical support to AMC, GSH, GSHN, MVH, MVHS, UVMC, On-call, Rotating Coverage, Data Center, Customer Support Desk, and Premier System Support staff on-site and via telephone.

Performs other duties as assigned

JOB QUALIFICATIONS

Education:   A Bachelor’s Degree in IT with 2 years of IT experience; or a related Bachelor’s             Degree with 4 years of IT experience; or an Associate’s Degree in IT with 6 years of IT experience; or a related Associate’s Degree with 8 years of IT experience is         required.

Licensure:  Not Applicable

Certification:        Not Applicable

Experience:            0 – 2 years demonstrated knowledge of the Microsoft Windows Operating System           as well as the Microsoft Office Suite of applications.

Skills/Other:          

·         Excellent verbal and written communication skills are required.

·         The proven ability to manage projects to completion and a moderate knowledge of the business of Premier Health Partners (PHP) is needed.

·         Ability to lead projects involving an analysis of need, coordination of work effort, evaluation, and documentation.

·         Advanced analytical and problem-solving skills.

 

 

 

 

Competencies Required:

Basic Competencies:

 

Microsoft Windows Operating System:

·         Able to diagnose virtual memory allocation.

·         Able to access and utilize log files.

·         Understands Safe Mode and its different applications.

·         Understands all facets of Internet Explorer and Advanced Settings.

·         Able to troubleshoot for virus and/or Trojan infection.

·         Able to troubleshoot and repair Spyware problems.

·         Understands Windows printing.

·         Completely understands Windows Control Panel.

·         Understands Windows Automatic Update.

·         Able to connect to and browse network drives.

 

Hardware Knowledge

·         Understands the basics of computer imaging technology.

·         Possesses the skill to troubleshoot PC problems.

·         Possesses the skill to troubleshoot common printer problems.

·         Possesses the skill necessary to install peripheral devices such as palm pilots or printer’s internal and external drives.

·         Possesses the skill to troubleshoot/replace Voice over IP phones.

 

Intermediate LAN and WAN technologies and topologies:

·         Understands Ethernet networks.

·         Understands TCP/IP and PPTP.

·         Troubleshoots routing failures.

·         Understands wireless a,b, and g.

 

Domain administration:

·         Creates or removes domain accounts.

·         Administers group memberships.

·         Understands the Computer Access Request Form (CARF) process.

·         Understands Citrix home directory maps.

·         Creates Citrix accounts.

 

Proficient in VPN and Dial up networking

·         Understands VPN client connectivity

·         Possesses a basic understanding of home networking.

·         Possesses an advanced understanding of cable and DSL modem connectivity.

 

Systems Connectivity

·         Understands basic Citrix connectivity and account management.

·         Understands Citrix home directories.

·         Is familiar with IBM Host on Demand.

Understands portal technology.

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