Provide basic to medium complexity installation, support, and troubleshooting for desktops, laptops, thin clients, audio/visual, mobile devices, VoIP phones, printers, and other end-user devices. Provide support to various departments and locations, depending on needs and demands, following appropriate protocols and procedures for each area. Identify and recommend solutions, technologies, and processes to improve end-user experience and increase capabilities.

Minimum Job Qualifications

• Licensure or other certifications:

• Educational Requirements: Associates Degree. In lieu of degree, four (4) years IT experience will be considered.

• Minimum Experience: Two (2) years of IT experience required. Technical experience in three (3) or more of the following areas required: PCs, laptops, thin clients, VOIP, Audio/Visual, network troubleshooting, mobile devices, as well as various peripherals and operating systems.

• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications: CompTIA A+ certification.

• Preferred Educational Requirements:

• Preferred Experience:

• Other:

NGHS Core Competencies

1. I Show Vulnerability when I:

• trust others and assume positive intent.

• am emotionally accessible and transparent without hidden agendas.

• acknowledge weaknesses and accept responsibility for mistakes.

• am comfortable saying "I don't know" and asking for help.

• seek and accept feedback in a non-defensive manner.

• forgive others and give the benefit of the doubt.

2. I Display Empathy when I:

• seek to know others on a deeper level.

• work to ensure others feel included.

• accept others for who they are without judgment.

• show concern for the well-being and challenges of others.

• consider the human impact before making decisions.

3. I Demonstrate Courage when I:

• do not hold back on anything that needs to be said.

• do the right thing even when that is difficult.

• speak my own truth, even when that means standing alone.

• address potential conflict quickly and directly.

• commit to seeing a difficult conversation through to the end.

4. I Demonstrate Radical Listening when I:

• seek to understand the other person's viewpoint first, before expressing my own viewpoint.

• listen for the unsaid.

• ask questions to confirm understanding.

• accept others' perceptions as their truth.

• take action to help others feel fully heard and seen.

• pursue as many different viewpoints as possible and embrace the bearer of bad news.

5. I Promote Teamwork when I:

• treat others in a respectful manner, regardless of their position, identity, and background.

• encourage and support my coworkers.

• value and acknowledge others for their contributions to the success of the team and NGHS.

• put the good of the team and NGHS first.

• strive to find common ground to solve problems for the good of NGHS.

• cut across boundaries to get things done.

6. I Hold Others Accountable when I:

• provide clear, consistent, and frequent communication about what is most important.

• clarify what is less important to establish clear priorities.

• help others see their blind spots.

• look for every opportunity to provide reinforcing feedback.

• provide immediate and actionable corrective feedback.

7. I Strive for Continuous Improvement when I:

• hold myself personally responsible to seek improvements every day.

• experiment regularly with new ideas and approaches.

• demonstrate initiative and perseverance to overcome obstacles and resistance to change.

• embrace mistakes and pivot quickly if a new approach fails.

• seek to always be better tomorrow than today.

Organization Expectations

• Quest: Demonstrates/utilizes Quest tools in department.

• Talent Development: Coaches and develops staff.

• Safety: Promotes patient, visitor and staff safety and effectively manages hazards that lead to injury or harm.

• Productivity: Meets productivity expectations.

• Regulatory Compliance: Ensures department's compliance with all regulatory, DNV, mandatory education, and similar requirements.

Key Performance Indicators (KPI)

Identifies unit/department level goals that align with the organization's Key Performance Indicators.

HIPAA (Health Insurance Portability and Accountability Act)

If, in the normal course of my duties and responsibilities, I am required to access protected health information (PHI) and electronic protected health information (EPHI) for the purposes of treatment, payment and operations within Northeast Georgia Health System, I will limit such access to only the minimum necessary amount of PHI and EPHI necessary to perform the functions of my job. If access is not required in the normal course of my duties and responsibilities, I will not access PHI or EPHI.

Job Specific and Unique Knowledge, Skills and Abilities

• Provide excellent technical and customer support

• Adept at clearly communicating and troubleshooting complex technical problems with end users, over the phone and in person

• Proficient with scheduling and coordinating end user moves, adds, changes, and deletes (MACD)

• Demonstrated technical knowledge of three or more technical areas including: PCs, laptops, thin clients, VOIP, Audio/Visual, network troubleshooting, and mobile devices as well as their associated peripherals and operating systems

• Demonstrate the ability to learn emerging technologies and technical skills efficiently and effectively

• Demonstrated ability to handle high stress situations including critical healthcare situations and executive support

• Build positive relationships and inspire confidence with user community

Essential Tasks and Responsibilities

• Provide prompt and professional customer service to all end users.

• Coordinate new hardware and software requests with end users to ensure the equipment requested is adequate for their needs and meets the organizational standards.

• Document technical processes and procedures, as necessary.

• Provide on-call support as required by the schedule.

• Monitor ServiceNow tickets, ensuring SLA's are met and tickets are resolved in a timely manner.

• Identify opportunities and implement solutions for automation and process improvement.

• Work collaboratively across the organization. Accept ownership of tasks and engage others as needed.

• Ability to determine root cause analysis on repetitive problems and provide solutions.

Physical Demands

• Weight Lifted: Up to 50 lbs, Frequently 31-65% of time

• Weight Carried: Up to 50 lbs, Frequently 31-65% of time

• Vision: Heavy, Constantly 66-100% of time

• Kneeling/Stooping/Bending: Frequently 31-65% of time

• Standing/Walking: Frequently 31-65% of time

• Pushing/Pulling: Frequently 31-65% of time

• Intensity of Work: Frequently 31-65%

• Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding, Driving

Environment and Working Conditions

• OSHA Category II: Job classifications in which normal duties do not reasonably anticipate exposure to blood or other potentially infectious or hazardous materials. Contact with blood may occur in an emergency.