IT Technologist II

Staff

S20182605

Clinical IT Technologist II

ITS-Clinical AVP - Z612

Full-time

Salary commensurate with experience

30 - FT Staff Salaried

26

• This position requires the candidate to walk to customer locations throughout the day

• Position requires use of headset/microphone

• Must be able to work in remote and satellite offices throughout the work week

• Must be able to lift and carry a minimum of 25lbs

• Must comply with OSHA standards, including but not limited to wearing appropriate attire within clinic and lab areas, closed toed shoes, or eye safety glasses

• Must be up to date on all vaccines and flu shot, or must become up to date by start date if required within their work location

No

IT Technologist II

Under general supervision, the Technologist II will provide technical and network support to end-users (customers) on-site or through remote assistance. The position is not located in a specific location at a desk, but is instead mobile. The Technologist II will be assigned to an area of campus with the intention that they arrive quickly at customer location as assigned. They will also have the capability to access customer machine remotely if they are unable to get to the customer due to logistical issues. The Technologist II position is also expected to be an escalation point for less experienced team members.

• Strong troubleshooting skills and desire to resolve issues.

• Exceptional customer service and communication skills.

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills; with an emphasis on proper phone etiquette.

• Knowledge of customer service principles and practices;

• Strong documentation skills.

• Ability to multi-task and work under high pressure situations.

• Experience working in a team-oriented, collaborative environment and a willingness to co-operate with others and work to the greater good

• Knowledge of relevant software computer applications and equipment 

• Ability to absorb and retain information quickly 

• Analytical and problem-solving abilities

• Ability to present ideas in user-friendly language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Bachelor’s Degree in Technical Field or related field; or 3-4 years related work experience. Must have or be able to obtain Dell Hardware Certifications

• CompTIA A+ Certification

• CompTIA Mobility +

• Delivers service and support to end-users via remote connection, over the Internet, or in person; responsible for assisting all customers with any of our supported software and computing platforms in a professional and courteous manner. This includes Classroom Technology Support as needed; provides assistance and help mentor Technologist I employees.

• Provides assistance and help mentor Technologist 1 employees; interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services; diagnoses and resolves technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP, etc.

• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in incident resolution; researches required information using available resources; documents all customer contact during the service request problem-solving process, including all successful and unsuccessful decisions made, and actions taken up to final resolution; contributes to knowledgebase and provide updates as needed.

• Performs post-resolution follow-ups to service requests; verifies that customer is aware of resolution; follows a planned professional development program; maintains continual growth in professional skills; offers alternative solutions where appropriate with the objective of maintain a positive customer relationship; organizes ideas and communicate oral messages appropriate to listeners and situations.

• Follows a planned professional development program; maintains continual growth in professional skills; offers alternative solutions where appropriate with the objective of maintain a positive customer relationship.

• Stays current with system information, changes and updates; availability for flexible scheduling; performs special projects and other duties as assigned.