Deskside Support Specialist

3 weeks ago

Corvallis, United States ITS - The Corvallis Clinic Aumann Building Full time
Compensation: $21.45 - $26.80 per hour (based on years of experience)

Summary:

The Deskside Support Specialist performs hardware anddesktop applications support and repairs for user departments across theClinic. Also works in concert with otherIT staff to resolve hardware, software, and communication problems.Furthermore, assists in resolving IT problems for day-to-day users over thephone. Works with departments for specialty hardware needs/set-ups. Managesservices related to IT.

Responsibilities:

Primary Responsibilities: Deskside Support, 60% of position

1. Will participate and maintain aculture within The Corvallis Clinic consistent with the content outlined in theService and Behavioral Standards Handbook. To this end, employee will beexpected to read, have familiarity, and embrace the principles containedwithin.

2. Act as an integral member of theInformation Technology team to assure common effort toward the achievement ofthe departmental and organizational mission and vision.

3. Evaluateworkplace environments for selection of personal computer hardware and desktopsoftware according to clinic guidelines. Provide installation and testing of the approvedequipment/software. Consult with endusers to identify needs and concerns. Provide troubleshooting for desktop computer hardware. Evaluate and resolve desktop system problemsas assigned by the help desk, manage, and utilize PC standard image system forclinic PC inventory.

4. Participate inon-call activities in rotation with teammates. Ensure availability and responsetimes while on call. On call activities are for both the IT Support team andthe EHR team.

5. Work in tandemwith team members to assist users in working remotely.

6. Serve as the primary coordinator formanagement of the clinic's application and technical support systems.

7. Working independently and with minimalsupervision, assist users and staff over the phone and in person to help solvetheir hardware and software problems.

8. Remain current with software andhardware applications used by the Corvallis Clinic.

9. Participate in regularly scheduleddepartmental training and review sessions. Participate in presentations as requested.

10. Communicate with vendors to support andsolve issues outside of the standard IT influence.

11. Assist in evaluation of all applicablesoftware and hardware upgrades, releases or enhancements as requested andreport findings and recommendations.

12. Monitor and evaluate all existing PCsystem configurations and recommend upgrades when productivity could beenhanced by conversion.

Secondary Responsibilities: Helpdesk Support, Engineering,Lab Systems Support, Hardware Management/Provisioning and User Phone Profiles,20% of position

1. Monitor and manage the work queue onbehalf of the Information Technology Services Department in cooperation withthe Information Technology Manager.

2. Assist with Tier 1 and Tier 2 Helpdesksupport calls, elevate any Tier 3+ Helpdesk support calls as needed.

3. Assist with Tier 1 EHR helpdesk supportcalls, elevate any Tier 2+ EHR helpdesk support calls.

Tertiary Responsibilities: Miscellaneous Projects, 20% of position

1. Support department specific software and/or hardware and assist with management and deployment.

2. Set up stations for temporarytechnology use, such as seasonal clinics

Service Ownership:

1. Vendor management as assigned.

Education, Licensure, and Experience:

  • High School diploma or equivalent required
  • One of the following required:
    • Five (5) years relevant IT service in a business environment and CompTIA A+ or CompTIA Network+ certification
    • Associates degree with two (2) years relevant experience
    • Bachelor's degree with one (1) year relevant experience
Knowledge andskills:
  • Strong understanding of Active Directory, hardware, operating systems, client software, and client-side networking
  • Knowledge in installing and supporting Microsoft Office products
  • General understanding of Citrix XenDesktop and XenApp
  • Imaging PC hardware and deployment knowledge
  • Strong organizational, time management and communication skills
  • Good team player with strong customer service skills and able to adjust to a flexible work schedule
  • Critical thinking skills to interpret customers' needs and present out of the box solutions
  • Willingness to learn/processes new information of which to put into practice
  • Patience and curiosity to hunt down troublesome errors and work with team members to find the root of the issue
  • Ability to work with customers in distress and provide a pathway to success
Perks and Benefits:
  • Work-life balance is a top priority at TheCorvallis Clinic
  • 7 holidays + 2 floating holidays = 9 Paid Holidays Early release on ChristmasEve and New Year's Eve
  • Generous Personal Leave Accrual
  • Benefits: Medical w/ HSA or HRA, Dental,Flexible Spending Acct (FSA)
  • Employer contribution to HSA and HRA (whenenrolled in Medical Plan)
  • Employer paid Long Term Disability (LTD), BasicLife/AD&D, Employee Assistance Program (EAP)
  • Voluntary Benefits (Vision, Life Insurance andAD&D, Pet Insurance, Aflac, Legal Shield)
  • Retirement - 401k eligible and auto enrolledafter 90 days, 100% vested from day 1, with discretionary clinic match after 1year (w/hours requirement) and discretionary Profit Share after 2 years(w/hours requirement)
  • Pay on Demand (up to 2x per month)
  • Casual Fridays (with clinic approved attire)
  • Year-round employee engagement events andfestivities
  • Team centered culture, delivering exceptionalmedical care with compassion and a commitment to service

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