Sr. IS Support Technician

Company Information

Company Name: OhioHealth

Position: Co-op

Start Date:

Location(s):

Columbus, OH
United States

Job Information

Job Description for Sr. IS Support Technician

Summary and Purpose of Position:
Serves as the on-site support technician (Tier 2) that is physically located within various OhioHealth facilities. 
 
Desktop Support Techs:

  • Configure and install software and hardware for end users of OhioHealth technology-supported business services, desktops, laptops, and computing devices
  • Support the installation and rollout of new software packages, upgrades, and new desktop hardware
  • Perform project tasks and activities such as: end user equipment moves, rollout of new hardware/software, system-wide enhancements to clinical services, and diagnosis and resolution of day-to-day service disruptions
  • Troubleshoot and resolve technical problems for a variety of devices, applications, operating systems, printers, network issues, etc.
  • Move and deploy equipment and are responsible for end-of-life hardware replacement
  • Support security policies
  • Provide customer service by way of incident and problem resolution, communication, and education

Job Requirements for Sr. IS Support Technician

Minimum Qualificatons:
Associate degree in Information Technology/Support field or 2 to 3 years prior experience working in a helpdesk or desktop environment using ACD technology.
 
Specialized Knowledge:

  1. Extensive level computer knowledge with PCs, mobile devices, knowledge of software, hardware, MS operating systems, and accessories/peripherals including printers
  2. Hands-on knowledge and technical skills maintaining network and server components, information security principles and practices, remote connectivity tools
  3. Ability to develop macros, templates, and scripts that modify desktop software/hardware environment
  4. Extensive knowledge in supporting and providing end user assistance on Office applications including MS Access, PowerPoint, Word, Excel, Publisher, electronic email (Microsoft Exchange, Lotus Notes, or GroupWise)
  5. Customer service skills and principles: Excellent customer relations and expectations management skills, excellent listener, excellent phone skills including proper inflection and pronunciation of words, good transcription writing and spelling skills, excellent English verbal communication skills, ability to communicate effectively with individuals at all levels in the organization, accurate word processing skills
  6. Detailed knowledge and ability to apply incident management process techniques
  7. Fundamental understanding of Information Services operational activities including Critical Success Factors and Key Performance indicators (KPIs)
  8. Familiarity with IT Service Management vocabulary
  9. Fundamental knowledge of ITIL service support management processes (incident, problem, change, configuration, and release management)
  10. Fundamental understanding of ITIL Service Level Management process and its relationship to Service Desk operations
  11. Knowledge of Service-Now, CA Unicenter or other integrated Service Desk tools including knowledge management tools and Configuration Management Data Base (CMDB)
  12. Excellent time management skills with ability to properly priotitize work and hold to a schedule of events
  13. Ability to work independently with little supervision or as part of a collaborative team

 
Interested candidates please submit your resume below by the deadline date of Wednesday, February 28, 2018.

Resume Information

Majors Desired

Computer

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