Job Abstract

Work Shift:

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advance technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Position Overview:

Education:Associate's degree or technical certification in A+ or Network+.

Experience:Five years working experience as Tier II support in the installation, maintenance, and technical support of computer software and hardware applications.

Other Credentials:Drivers License

Knowledge and Skills:Knowledge of IT service desk tools and best practices. Strong reporting skills. Proven troubleshooting skills. Knowledge of and adherence to IT policies and processes to ensure consistent quality of service. Project management skills

Special Training:ITIL certification, A+ certification, or Microsoft MCP or higher preferred. Training in personal computing or networking.

Mental, Behavioral and Emotional Abilities:

Usual Work Day:8 Hours  

• Leads technical support initiatives and exercises discretion and good judgement when assigning, resolving, escalating, or facilitating critical problems within established information systems policy timeframe.
• Maintains communication with end users and information systems team during preliminary task and problem detail through follow up after completion according to information systems protocol. Maintains objectivity and detailed technical descriptions when documenting problem resolutions at all times.
• Stays current on hardware and software technology in compliance with Network Services protocol for Information Systems standards. Must be able to support a broad range of technology
• Leads desktop support team in CH projects. Participates in project meetings, assists with establishing a budget for IT equipment, makes recommendation for IT equipment procurements, coordination of vendors and communication with stakeholders.
• Conducts and directs the installation of personal computers successfully according to information systems protocol and standards for device image, device identification, AD context, IP Address, DNS, sub-network, physical connections, and LanDesk application pushing.
• Maintains and manages PC and printer inventory. Provide direction regarding procurement and disposal of equipment.
• Drives Process Improvement by documenting and continuously updating records accurately and timely.
• Is an active member of the change and problem management teams responsible for increased call avoidance and decreased end-user downtime.
• Develops, manages, measures and reports on key service-level metrics.
• Advances the use of a knowledge repository to share information among all levels of IT service and support.
• Liaison for all IS units for IS-delivered services and end-user productivity goals.
• Leverages service desk best practices and process frameworks, such as the Information Technology Infrastructure Library (ITIL). Assists Support Center Analysts in solving non-routine software, hardware and procedure problems.
• Provides efficient help desk support as needed. Participates in on-call availability for off-hours support.
• Performs other duties as assigned and possesses a willingness to adapt to changing department demands.

Frequent physical demands include: Sitting , Standing , Walking , Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching forward , Reaching overhead , Squat/kneel/crawl , Wrist position deviation , Pinching/fine motor activities , Keyboard use/repetitive motion

Occasional physical demands include:

Continuous physical demands include:

Lifting Floor to Waist 50 lbs. Lifting Waist Level and Above 40 lbs.

Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Color Discrimination, Minimal Depth Perception, Minimal Hearing

Anticipated Occupational Exposure Risks Include the following: Airborne Communicable Disease , Extreme Temperatures , Uneven Surfaces or Elevations , Extreme Noise Levels , Dust/Particulate Matter

Offers are contingent upon successful completion of our onboarding process and pre-employment physical.  Capital Health will require all applicants (including contractors, travelers and consultants) to have an annual flu vaccine prior to start date, with the exception of individuals with medical and religious exemptions.