As a Tech Support professional, you will play a critical role in assisting customers and clients with everyday computer issues, either remotely or on-site. Your responsibilities include ensuring that a company's computer equipment adheres to established guidelines, maintaining terminals and peripherals, troubleshooting network errors, and providing essential technical support. You will be the go-to authority for repairing malfunctioning equipment and supplying necessary technical assistance. This role also involves installing and maintaining PCs and peripheral equipment across various locations, participating in network planning, and contributing to the establishment of voice and data networks. Being on-call for after-hours technical support is a key aspect of this position.
Key Responsibilities:
- Install hardware and peripheral equipment, following design or installation specifications.
- Consult with staff, users, and management to determine hardware requirements.
- Respond to computer users’ inquiries, complaints, and requests for technical assistance.
- Prioritize service delivery as appropriate.
- Provide technical assistance, including making repairs to PCs and related equipment, instructing users, referring to manufacturers or service vendors, and recommending replacement.
- Research and recommend hardware to meet needs for various computer systems implementations.
- Test and monitor software, hardware, and peripheral equipment to evaluate use, effectiveness, and adequacy of products for users.
- Assist in planning network installations and establishing voice and data networks.
- Document the network by labeling and routing equipment and cables, recording configuration diagrams, and specifications.
- Maintain customer rapport by addressing concerns and answering questions related to NEC and Shortel voice/telephony equipment.
- Update job knowledge by participating in educational opportunities and reading technical publications related to NEC and Shortel voice/telephony equipment.
- Perform other duties related to NEC and Shortel voice/telephony equipment as needed.
Requirements:
- Technical writing and documentation skills.
- Demonstrated ability to achieve successful outcomes in handling difficult situations.
- Knowledge of information technology products and services.
- Initiative and ability to act independently to resolve problems.
- Ability to manage multiple priorities and follow through on projects to completion.
- Familiarity with Windows Server, Windows Networking, TCP/IP, and desktop hardware.
- Knowledge of Microsoft Windows 7, 8, 10, and Office 2013, 2016 suite.
- Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve.
- Experience working in a health clinic and hospital environment.
Physical Requirements:
- Ability to lift and carry computer equipment and peripherals.
- Ability to work in various physical positions, including standing, sitting, and kneeling.
Qualifications:
Education:
- Associate's degree or its equivalent with 3+ years of tech support experience.
Experience:
- Information systems and networking skills preferred, specific experience with PC and printers on a network.
Soft Skills:
- Demonstrated ability to achieve successful outcomes in handling difficult situations.
- Knowledge of information technology products and services.
- Shows initiative and acts independently to resolve problems.
- Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve.
Skills Required
- Technical writing and documentation skills
- Ability to handle difficult situations and achieve successful outcomes
- Knowledge of information technology products and services
- Initiative and ability to work independently to resolve problems
- Ability to manage multiple priorities and complete projects
- Familiarity with Windows Server, Windows Networking, TCP/IP, and desktop hardware
- Knowledge of Microsoft Windows 7, 8, 10, and Office 2013 and 2016
- Good problem-solving and abstract-thinking skills
- Experience working in a health clinic and hospital environment
- Associate's degree or equivalent
- Three or more years of technical support experience
- Information systems and networking skills
- Specific experience with PCs and printers on a network
- Ability to lift and carry computer equipment and peripherals
- Ability to work standing, sitting, and kneeling
What We Do
Oneida Health is a nonprofit healthcare provider dedicated to providing high-quality, progressive, and comprehensive health care services for the greater Oneida area and surrounding communities. Operated by Oneida Health Systems, Inc., the organization includes a 101-bed acute care hospital, emergency department, surgery center, and a 160-bed extended-care and short-term rehab facility, along with various specialty care offices and diagnostic services.
