Associate IT Support Technician

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Responsible for installing, maintaining, and troubleshooting PC hardware and peripheral components. Installs and verifies correct operation of software packages, including operating systems and typical office programs. Provides training and technical assistance to end-users. Identifies and resolves hardware, software, and operator problems. Performs basic-to-moderate hardware repairs and refers complex, vendor-restricted, and warranty repairs to authorized service personnel.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Associate degree in Information Technology or technical-related field OR two (2) years’ experience with personal computer hardware and software support.

2. This position may require additional certification in support of the responsibilities of the position, which will be provided by WVUHS Information Technology. Certification completion will be required within four months of formal certification training completion.

3. Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.

PREFERRED QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. A+ Certification, CCNA, MCP, or MCSE.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Workstation: Technical Support: Provides Workstation (Personal Computer, laptop, tablet, ext.) related support for the end-user. Troubleshoots, repairs, and inspects end-user hardware and software. Assesses end-user reported workstation hardware and software issues to determine the root-cause and provide appropriate remedial service. Attempts to identify trends relative to such matters and recommends long-term solutions. Answers computer-related questions and provides on-site end-user training as needed. Assists end-users in navigating Information Technology processes including submitting requests and trouble calls.

2. Hardware and Software: Installs and tests end-user computer hardware and software as assigned. Devices include: PCs, laptops, tablets, printers, ip phones, mobile devices.  Support for both wired and Wireless. Assesses end-user reported PC hardware and software issues to determine the root-cause and provide appropriate remedial service. Answers computer-related questions and provides on-site end-user training as needed. Assists end-users in navigating Information Technology processes including submitting requests and trouble calls.

3. Maintains Technical Expertise: Improves personal knowledge of personal computer technology and associated software through reading, on-line training courses and any avenues provided by the IT department.

4. Network Support: Provide general support at the device level for network connection and inspection.

5. Project Coordination: Reviews, identifies and documents any issues, barriers, or risks and brings them to management’s attention. Provides Project/Task Coordination Services to customers as assigned.  Participates in joint application and/or technical development sessions. Apprises status, schedule variances, and outstanding issues with team members and project managers. Manages workload and balances quality of work with deadlines. Completes proper documentation of work tasks per policy. Assists in controlling project costs and communicates any project-related expenses (as assigned). Suggests ways to better accomplish assigned tasks. Successfully meets deadlines, user’s expectations and project goals.  Participates in departmental and project teams as requested in a support role and reports all relevant information and/or notes back to the rest of the team. Manages expectations and engages management to review/resolve any potential changes to project scope, expected deliverables, etc. Participates in post implementation review of projects. Implement changes while adhering to the change control policy and procedures for the project in order to deliver a successful solution to the customer.  Communicates to all parties the natures, significance and risk factors of corresponding projects.

6. Team Building: Performs the following core duties: participates in mentoring, training, and development of other employees. Participates in training and professional development sessions. Participates in departmental teams. Travels independently to remote sites and communicates back to the team while working offsite (if assigned). Exhibits objectivity and openness to the view of others, including patients/families and customers. Offers assistance and support to co-workers. Contributes to building positive team spirit and cohesiveness. Balances team and individual responsibilities. Works proactively and cooperatively in group problem-solving situations. Proactively works to resolve conflicts. Encourages peers to seek innovative approaches to solve problems. Engages peers/ employees in improving the quality of the work.

7. This position may require travel to other the West Virginia United Health System (WVUHS) facilities or affiliated sites to assist with implementations, training, and/or support.

8. Adheres to the established policies of the WVUHS as well as the policies of the entity or entities where the IT team member is assigned to work and/or employed.

9. Accepts on-call responsibilities and responds with action, either by phone call or on-site as defined by Department Policy.

10. Biomedical Device Support & Maintenance:  The following responsibilities may apply to some WVU Medicine Sites: Liaison for repair vendors of medical equipment, coordination of service and service contracts for medical equipment, documentation of medical equipment service, preventative maintenance on medical equipment, and basic repair of medical equipment.

11. Other duties may be assigned.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping are necessary body movements utilized in performing duties through the work shift.

2. Employee must be able to respond quickly to visual and audible alarms generated by the systems that automatically monitor network devices.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. The work environment is a standard office environment.

SKILLS AND ABILITIES:

1. Ability to handle and maintain confidential information

2. Ability to work well under high stress conditions.

3. Ability to work independently or cooperatively as a team member. 

4. Ability to adapt to various workloads and assignments.

5. Ability to work with multi-disciplinary groups and facilitates meetings

6. Must have reading and comprehension ability.

7. Must be able to type.

8. Possess good oral and written communication skills.

9. Ability to prioritize tasks.

10. Must have independent decision-making ability.

11. Ability to work in a fast paced and rapidly changing environment must be flexible.

12. Ability to sit for extended periods of time.

Additional Job Description:

Scheduled Weekly Hours:

40

Shift:

Exempt/Non-Exempt:

United States of America (Non-Exempt)

Company:

SYSTEM West Virginia University Health System

Cost Center:

581 SYSTEM IT WVUH

Address:

1 Medical Center DriveMorgantownWest Virginia

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.