Network/Desktop Support

It's fun to work in a company where people truly BELIEVE in what they're doing!

Our intention is to have employees who are passionate about making their personal mission statement come to life each day at work! Be it through providing healing, eradicating loneliness, contributing to efficiencies, streamlining processes, being dependable, sparking creativity or something else, the demonstration of HOW you do your job is just as important as WHAT you do in your job.

Alongside our valued employees, we are making a difference throughout the state of Ohio in the lives of those that need healthcare or those embracing the next chapter of their lives. Sustained members of our team demonstrate accountable behavior and share our values of customer service, innovation, inclusion, integrity, financial stewardship, leadership and care.

The Network/Desktop Support Associate installs, configures, troubleshoots, and conducts training related to the operation of the systems, network, software, and communication links for the organization in accordance with company standards and federal, state, and local standards, guidelines, and regulations.

Essential Activities and Tasks

Operations Management - 40%

• Responds to incoming Service Desk calls and emails from end users regarding IS issues.

• Installs, configures, tests, maintains, monitors, and troubleshoots end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products.

• Creates and maintains computer images for end user accounts.

• Installs and maintains end user software and networking software products where required.

• Identifies and delivers required hardware.

• Recommends and implements corrective solutions, including off-site repair as needed.

• Supervises contract-based installations.

• Works with third-party support and equipment vendors as necessary.

• Shares responsibility with other Network/Desktop Support Associates of visiting all locations in Ohio regularly.

• Performs on-site analysis, diagnosis, and resolution of complex hardware problems.

• Provides input for the development of long-term strategies and capacity planning for meeting future hardware and corporate technology needs.

• Trains users one-on-one and in group settings on computer functionality.

• Serves as backup for Systems Administrator as needed.

Customer Relations and Service Delivery - 40%

• Listens and responds courteously and promptly to the needs of business partners and end users.

• Maintains regular communication and provides updates to stakeholders regarding Service Desk tickets.

• Completes Service Desk tickets as outlined in the IS department service level agreement.

Quality, Compliance, and Risk Management - 20%

• Maintains the computer imaging system for consistency and compliance.

• Documents hardware failures, repairs, installations, and removal.

• Provide input for the development of business continuity and disaster recovery plans.

• Maintains current knowledge of business continuity and disaster recovery plan executables and responds to crises accordingly.

• Manages, maintains, and controls software media and licenses.

All other duties as assigned.

Qualifications

Education

• High school diploma or equivalent required.

• Bachelor’s degree in computer science or in a related field preferred.

Experience

• Five years experience in direct end user service desk support for diverse customer groups preferred.

• Five years experience in the Information Systems field required, including systems and IS infrastructure, business analysis, planning, installation, and maintenance preferred.

• Experience with configuring a network supporting a large number of users and devices for connection to a network using a common networking protocol (TCP/IP, etc.).

• Experience installing and configuring a shrink-wrap application on a PC Operating System.

• Proficiency with Windows, Microsoft Office (Word, Excel, PowerPoint), and the internet required.

Other Requirements

• Must be able to read, write, speak, and understand the English language.

• Must possess a valid driver's license and acceptable driving record. Must be insurable under professional liability and crime coverage policies as specified by insurance carrier underwriting standards.

Working Conditions and Special Requirements

• Sitting - Up to 8 hours/day

• Standing - Up to 4 hours/day

• Walking - Up to 2 hours/day

• Lifting, pushing, pulling, and moving equipment, supplies, etc - Up to 50 pounds

• Driving - Up to 6 hours/day

• Travel % / Overnight Travel - Regularly

• Work weekends, evenings, and holidays - Special circumstances

• On-call availability - Required as scheduled

• Risk Category for Exposure to Bloodborne Diseases - III