Information Technology and Telecom Technician-New Jersey Ave DC.

INTRODUCTION

Reporting to the IT Service Delivery Manager, the Information Technology and Telecom Technician II role is to provide a single point of contact for end users to receive support and maintenance within the organization’s end-user computing and telecom environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance and resolving patient MyChart requests. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required. The person will also provide backup support to the Telecommunication Manager in maintaining and troubleshooting Avaya telecommunications systems and endpoints and investigating and resolving user-reported incidents.

MAJOR DUTIES/ESSENTIAL FUNCTIONS

Essential and other important responsibilities and duties may include, but are not limited to the following:

Strategy & Planning

• Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.
• Able to support a variety of devices at our primary office and remote locations.

Acquisition & Deployment

• Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase.
• Write technical specifications for purchase of end-user devices and related products.
• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.

Operational Management

• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed, and patient MyChart issues.
• Support the Telecommunication Manager in maintaining and troubleshooting Avaya telecommunications systems and endpoints. Investigate and resolve user-reported incidents.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.
• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
• Ensure that physical deskside connections (RJ-45 Ethernet jacks, connectors between PCs and servers, etc.) are in proper working order.
• Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
• If necessary, liaise with third-party support and equipment vendors.
• Other duties as required.

MINIMUM QUALIFICATIONS

• Graduation from an accredited college or university with specialization in computer science OR an equivalent combination of education and experience which provides the required knowledge, skills and abilities deemed sufficient to prepare the incumbent to successfully perform the duties of the position.
• Three (3) years of related work experience.
• Certifications in A+ preferred.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Extensive application support experience with Microsoft O365.
• Basic knowledge of cable types (e.g., Cat5e, Cat6) outlets, and panels. Familiarity with basic hand and power tools is essential.
• Extensive knowledge of computer hardware, including Lenovo, Dell, iPad, HP/Canon Printers.
• Experience with desktop and server operating systems, including Windows 10, IOS, MAC.
• Familiarity with the principles of ITIL.
• Familiarity with Epic and MyChart.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Should have experience working with error and solution tracking systems to track multiple problems at a time, providing solutions to employees and customers.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.
• Driver’s license in good standing.

SUPERVISORY CONTROLS

The position reports to the IT Service Delivery Manager with a secondary reporting relationship to the Telecommunications Manager.

GUIDELINES

The position abides by all rules and regulations set forth by applicable licensing and regulatory bodies, as well as UHC policies and procedures.

PERSONAL CONTACTS

The position requires contact with staff at all levels throughout the organization. There are also external organization relationships that may be a part of the work of the incumbent.

PHYSICAL EFFORT AND WORK ENVIRONMENT

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Refer to the attached ADA check list.

OTHER SIGNIFICANT FACTS

• The incumbent must be able to balance the needs of diverse constituencies on a daily basis.
• On-call availability
• Travel to Unity locations in Washington, DC
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

RISKS

The position’s work involves everyday risk and discomforts, which require normal safety precautions typical of such places as offices, meetings, training rooms, and other UHC sites. The work area is adequately lit, heated, and ventilated. The employee shall provide evidence of a recent (within the past twelve (12) months) health assessment that includes a PPD and/or chest x-ray results.

The statements contained herein describe the scope of the responsibility and essential functions of this position, but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.