IT Support Tech.

POSITION SUMMARY:

Under the direction of the Information Technology Director, the Information Technology Support Technician is responsible for resolving the technology support needs of Modoc Medical Center and also providing training for Modoc Medical Center employees on end user devices and software applications as needed.

This position description is intended to identify some of the duties and responsibilities of this position. MODOC MEDICAL CENTER reserves the right to modify, supplement, delete or augment the duties and responsibilities specified in this position description, at MODOC MEDICAL CENTER’S sole and absolute discretion.

POSITION RESPONSIBILITIES:

General Competencies:

1. Reports to work on time and as scheduled; completes work in designated time.
2. Attends all meetings as appropriate.
3. Exhibits the mission, ethics and goals of Modoc Medical Center in the performance of job duties.
4. Professional behavior is demonstrated always, both when on duty and as a representative of the hospital outside of normal work hours.
5. Demonstrates a positive working relationship with staff, patients and other visitors.
6. Organizational ability and time management is demonstrated.  
7. Produces deliverable products on time, within budget with minimal direction.
8. Communicates appropriately, respectfully, and clearly to directors, managers, and coworkers.
9. Performs all assigned tasks accurately.
10. Demonstrates ability to effectively use office machines in the performance of job functions.
11. Answers phone calls, assists staff and members of the public, and forwards appropriately if necessary in a professional and friendly manner.
12. Demonstrates the ability to be flexible, organized and function under stressful situations.
13. Demonstrates high level of customer service in the performance of all job duties.
14. Other duties as assigned.

Specific Competencies:

1. Receives and resolves computer problems including PC and network hardware and software, email, word processing, ancillary interfaces, problems with terminal, mouse, printer, etc.
2. Records all calls, problems, and solutions offered in resolving problems.
3. Involves end users in diagnostic process; talks to users to find out procedure followed and source of error by user.
4. Forwards complex problems to direct supervisor.
5. Develops good relationships with software and hardware vendors. Requests service for defective products.
6. Develops good relationships with customers and staff. Demonstrates professional, positive, and friendly demeanor while interacting with customers and staff.
7. Reports unresolved problems to the manager.
8. Keeps in communication with users to ensure satisfaction with IT support process, software, and hardware.
9. Installs, tests, monitors, and maintains PCs, printers, network terminals, and other equipment and communication software.
10. Installs data communications equipment according to manufacturer’s instructions.
11. Educates users on how to use software applications.
12. Educates users on how to use hardware, such as PCs, printers, scanners and other end user devices.

Professional Requirements:

1. Adheres to dress code; appearance is neat and professional.
2. Adheres to the IT Department Code of Ethics; conducts self in a professional manner.
3. Completes annual education requirements if applicable.
4. Wears identification while on duty.
5. Attends annual evaluation and participates actively in this process.

WORKING CONDITIONS:

1. Willingness to work beyond normal working hours, and in other positions temporarily when necessary.
2. Is involved with personnel, visitors, patients, and government agencies, etc., when necessary.
3. Must function independently, have personal integrity, have flexibility and the ability to work effectively with other personnel, clients and support agencies.
4. Must be flexible, organized, and function well in stressful situations.

PHYSICAL REQUIREMENTS:

1. Sits, stands, bends, lifts, walks and moves intermittently during working hours.
2. Able to lift up to 25 pounds without assistance.
3. Able to walk at least 2 miles a day without difficulty.

POSITION QUALIFICATIONS:

1. High School Diploma or equivalent required.
2. Higher education or certification in Information Technology or related field preferred.
3. Proficiency in Microsoft Office applications.
4. Working knowledge and experience in using computers, tablets, servers, network switches, and other hardware devices.
5. At least three years of related work experience preferred.
6. Above-average interpersonal, problem-solving, and written and oral communication skills.