IS Sr Technician

Overview:
The IS Senior Technician role is to support and maintain in-house end user computing devices such as desktop systems, laptops, smart phones, printers, scanners and other computing peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, equipment, operating systems and software while ensuring optimal performance.

The IS Senior Technician will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

The IS Senior Technician is responsible for assisting Systems Engineers or Project Managers with the planning and deployment of major upgrades or new installations. This includes analyzing end user computing needs, obtaining quotes, and overseeing implementation of new hardware.

Position Description
MAJOR FUNCTION:
The IS Senior Technician role is to support and maintain in-house end user computing devices such as desktop systems, laptops, smart phones, printers, scanners and other computing peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, equipment, operating systems and software while ensuring optimal performance.

The IS Senior Technician will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.
The IS Senior Technician is responsible for assisting Systems Engineers or Project Managers with the planning and deployment of major upgrades or new installations. This includes analyzing end user computing needs, obtaining quotes, and overseeing implementation of new hardware.

The IS Senior Technician is also responsible for mentoring and training new IS Technicians joining the organization.

QUALIFICATIONS:
Education & Experience:

• Associate degree or technical certification in computer science or related field of study preferred.
• Bachelor's degree in computer science or related field preferred.
• Five years minimum experience in information technology, preferably in a healthcare environment or a technical degree/technical certification diploma in Computer Science or related field of study and at least one year experience in information technology.
• In depth knowledge and troubleshooting experience in Microsoft Operating Systems such and Windows XP, Windows 7, Windows 8.1, Windows 10 and any future releases of Microsoft Windows Desktop Operating Systems.
• In depth knowledge and troubleshooting experience in Apple IOS systems and Android Operating Systems used on smart phones and tablets.
• In depth knowledge and troubleshooting experience in Microsoft Office 2010/2013/2016 and Office 365.
• Experience with desktop/laptop imaging software such as Ghost, ActiveBoot or PXE booting.
• Experience with Microsoft Systems Center Configuration Manager used for desktop maintenance.
• Experience with physical Ethernet networking including patching connections and toning out connectivity.

Certification/Licensure:

• CompTIA A+ required.
• CompTIA iNet+ preferred.
• CompTIA Sec+ preferred.

Knowledge & Skills:

• Must have a strong commitment to providing the best customer service possible.
• Excellent self-organization and time management skills.
• Ability to delegate work to insure optimal customer support.
• Accomplished in problem identification and problem-solving techniques relating to the use of supported end-user hardware, software, and peripherals.

Position Responsibilities

• Deploys and support workstation operating systems including Windows XP, Windows 7, Windows 8.1, Windows 10 and any future releases of the Microsoft Windows Workstation operating systems.
• Perform new hardware evaluations, documentation, and implementations.
• Implements software patches, security fixes, tests and validates modified system configurations.
• Knowledge of Group Policy, Active Directory, and Microsoft 365 applications.
• Knowledge of hard drive encryption software and procedures.
• Prioritize and resolve incidents as they arise daily in ticketing software.
• Troubleshoot all hardware problems on devices including, PC's, laptops, scanners, printers, fax's, iPad's, cameras, tablets, cell phones, TV's and medical carts.
• Troubleshoot all desktop software related problems\errors to resolution.
• Work with vendors for warranty work and onsite repair of equipment.
• Ensure proper disposal of outdated equipment per HIPAA standards.
• Work with Network team to deploy new or troubleshoot existing network runs and patches.
• Check and recommend when equipment needs replacement per Inspira standards.
• Proactively Monitor workstation performance using System Center Operations Manager.
• Delegate work to insure optimal customer support.
• Lead the deployment of new locations with limited support from management.
• Teach new System Technician's how to troubleshoot problems, setup and install network related hardware, software and other peripherals.
• Coordinate the receiving and tracking of new technology inventory and supplies.

Skills and work experience:

• Desktop/laptop imaging software such as Ghost, ActiveBoot or PXE booting
• Information technology, preferably in a healthcare environment (5 years)
• Microsoft Systems Center Configuration Manager used for desktop maintenance
• Physical Ethernet networking including patching connections and toning out connectivity