Technical Support Specialist II- IT Service Desk Support- FT- Days

DHR Health - US : TX : Edinburg - Days

Summary :

FLSA STATUS : ☐ Exempt ☒ Non-Exempt

MISSION STATEMENT :

Our Mission is to improve the well-being of those we serve with a commitment to excellence : every patient, every encounter, every time.

VISION :

Our Vision is to create a world-class health system to advance medicine and increase access for the communities we serve by empowering caregivers to heal through compassion, knowledge, innovation, integrated care and excellence.

POSITION SUMMARY :

The Technical Support Technician is responsible for supporting desktop and mobile device hardware and software to ensure end-users can accomplish their daily tasks. This position monitors the ticket queue and handles requests and incidents promptly based on priority. Support is provided in person or remotely. Candidates must have strong interpersonal skills and the capacity to analyze user problems / requirements and make the best recommendations to satisfy the end-users needs. Candidates must possess the ability to quickly determine the cause of an issue and use their best judgment to escalate issues to the appropriate team(s) for resolution. Support Technicians play a key role in building and maintaining customer relationships.

POSITION EDUCATION / QUALIFICATIONS :

• High school diploma / G.E.D. required
• Associate degree in a related technical discipline preferred
• Must have practical experience with a minimum of one to two (1-2) years supporting and troubleshooting highly complex computer and data network systems
• 1-2 years of practical experience in an enterprise environment
• Must be able to routinely lift up to 50 lbs.
• Certification in a related technical discipline preferred

JOB KNOWLEDGE / EXPERIENCE :

Responsibilities :

POSITION RESPONSIBILITIES :

Other information :

LINES OF REPSONSIBILITIES :

(Chain-of-command)

1. (Director)

CUSTOMER SERVICE :

Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C.A.R.E.S program which outlines the Customer Service Principals including : Commitment, Accountability, Respect, Excellence and Service.

AGE SPECIFIC :

Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his / her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient's status and interpret the appropriate information needed to identify each patient's requirement relative to his or her age.

AMERICANS WITH DISABILITIES ACT : (ADA) :

A. Essential Duties : Indicated by bold print within performance standards, preceding individual numbered criteria.

The following table provides physical requirements that will be associated with, but not limited to, this position :

Light / moderate lifting up to 20 lbs, from the floor to shoulder height.

Yes

Kneeling

Yes

Must be able to assist other employees with lifting more than 20 lbs.

Yes

Walking

Yes

Light / moderate carrying up to 20 lbs.

Yes

Standing / Squatting

Yes

Straight pulling

Yes

Sitting

Yes

Pulling hand over hand

Yes

Pushing

Yes

Repeated bending

Yes

Stooping / Bending

Yes

Reaching above shoulder

Yes

Climbing Stairs

Yes

Simple grasping

Yes

Climbing Ladders

No

Dual simultaneous grasping

Yes

Depth Perceptions needed

Yes

Ability to see

Yes

Identify Colors

Yes

Operating office equipment

Yes

Twisting

Yes

Operating mechanical equipment

Yes

Crawling

No

Ability to read and write

Yes

Ability to Count

Yes

Ability to hear verbal communication without aid

Yes

Operating Personal Vehicle

Yes

Ability to comprehend written / verbal communication

Yes

Other : Ability to deal with stress

Yes

OSHA Category

III

B. Working Conditions : The individual spends over 95% of his / her time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes. The position does have low exposure to malodorous, infectious body fluids from patients and some minimal exposure to noxious smells from cleansing agents.

C. Occupational Exposure : This position has minimal to no exposure to blood, body fluids, or tissues and is an OSHA Category III (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Person who performs these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way.

D. Aptitudes : HIGH 1 2 3 4 5 6 LOW

Intelligence : General learning ability : The ability to "catch on" or understand instructions and underlying principles. Ability to reason and make judgments. 3

Verbal : Ability to understand meanings of words and ideas associated with them, and to use them effectively. To comprehend language, to understand relationships between words, and to understand meanings of whole sentences and paragraphs. To present information or ideas clearly. 3

Numerical : Ability to perform arithmetic operations quickly and accurately. 2

Spatial : Ability to comprehend forms in space and understands relationships of plane and solid objects. Frequently described as the ability to "visualize" objects or two or three dimensions, or to think visually of geometric forms. 2

Form Perception : Ability to perceive pertinent details and objects or in pictorial or graphic material to make visual comparisons and discriminations and see slight differences in shapes and shadings of figures and widths and lengths of lines. 3

Clerical Perception : Ability to receive pertinent details and verbal or tabular material. To observe differences in copy, to proofread words and numbers, and to avoid perceptual errors in arithmetic computation. 2

Motor Coordination : Ability to coordinate eyes and hands to fingers rapidly and accurately in making precise movements with speed. Ability to make a movement response accurately and quickly. 3

Finger Dexterity : Ability to move hands easily and skillfully. To work with fingers in placing and turning motions. 3

Manual Dexterity : Ability to move hands easily and skillfully. To work with hands in placing and turning motions. 3

Eye-Hand-Foot Coordination : Ability to move the hand and foot coordinately with each other in accordance with visual stimuli. 3

Color Discrimination : Ability to perceive and respond to similarities or differences in colors, shapes, or other values of the same or different color. To identify a particular color, or to recognize harmonious or contrasting color combinations, or to match color adequately. 3

I have read and reviewed my job description with my supervisor or designee and I understand the job I am expected to perform.

If applicable ____________ certification will be completed within _________ time frame of hire / transfer date.

Employee Signature : ________________________________ Date : ____________________

Transfer / Hire Date Effective : ________________________.