Description

SUBFUNCTION DEFINITION: Respond to, diagnose, and resolve a wide variety of inquiries and problems related to personal computer hardware and software, mobile devices, network connectivity, andtelecommunications.

REPRESENTATIVE RESPONSIBILITIES

???Operating System Support
Support Microsoft applications and Operating Systems. Support shrink wrapped software. Support clinical and non-clinical CCHMC applications throughout the institution, includes manipulating various configurations and settings and being able to identify systemic application issues. Support device & driver setup. Troubleshoot connectivity issues on both local and networked printers. Troubleshooting application-specific issues related to printing. Identify software and hardware issues on different equipment types such as desktops, laptops, handhelds and wireless devices. Support peripheral equipment (e.g., barcode scanners, media burners, etc.) . Support Android, iOS, and RIM operating systems. Setup & Troubleshoot smartphones and tablet devices (i.e., Blackberry, iPhone, iPad). Review and update Deskside documentation to include instructions, fixes, processes & procedures. Make recommendations for changes/improvements. Maintain Incident Management entries ensuring that they are up-to-date at all times.

???Technology
Support Microsoft applications and Operating Systems. Support shrink wrapped software. Support clinical and non-clinical CCHMC applications throughout the institution, includes manipulating various configurations and settings as well as being able to identify systemic application issues.

???Customer Support
Ensure outstanding end-user support is provided, including ongoing monitoring of Service Level Agreements for incident management and collaboration with other areas to ensure customer-centered incident management and support. Adhere to and promote continual adoption of change management policies and procedures. Model outstanding customer service behavior, including timely and effective follow-up with customers.

???Communication
Excellent verbal, written, and interpersonal communication skills. Ability to relate to diverse age and demographic background

Qualifications

EDUCATION/EXPERIENCE

Required:

???Associate's degree in related field or equivalent
???1-2 years of work experience in a related job discipline OR equivalent combination of education and experience

Preferred:

Unique Skills: