JOB DESCRIPTION GUIDELINES - Eddie Jackson
|Title |PC End User Computing Specialist |
|Department |IT |
|Supervisor’s Title |Regional Network Analyst, Client Liaison |
|Regular Work Hours |8:30 AM - 5:00 PM Monday – Friday |
|FLSA Status (Exempt / Nonexempt) |Nonexempt |
|Date of Last Revision | |
|Pay Grade | |
|JOB SUMMARY |
|Performs general maintenance tasks, troubleshooting, and repairing of computer systems and peripheral equipment in a networked environment. Maintains a |
|accurate and complete inventory of systems, subsystems, parts, and licenses. |
| |
|Under limited supervision, the PC End User Computing Specialist performs analytical, technical, and administrative work in the planning, design and |
|installation of new and existing personal computer systems. Identifies and initiates resolution to client problems and concerns associated with office |
|automation equipment, hardware and software. Works on moderately complex applications. Analyzes training needs of office software and hardware, |
|develops curriculum, and provides training to end users in the use of equipment and software. Confers with end users to determine types of hardware and |
|software required. Knows how to maintain and utilize communications protocols at the desktop. Performs basic network administration duties such as the |
|management of user profiles and client accounts and the policies and procedures supporting these. |
PRINCIPAL DUTIES and FUNCTIONS
|1. Works with local Network Services technical staff to coordinate and complete all network tasks required to support active projects. |
|Performs equipment installations, deinstallation, and relocation as required to support the business needs of the company. |
|Plans and coordinates the purchase, installation and implementation of hardware and software according to company standards and procedures. |
|Completes assigned projects and project tasks within scheduled deadlines. |
|Provides help desk coverage as required. |
| |
|Provides on call coverage as required. |
| |
|Learns business and application functionality as required to effectively service the client user support needs. |
| |
|Actively seek to develop and maintain a positive and productive working relationship with team members, system users, project sponsors, support |
|personnel, and all client staff. Ensure client needs are served in a positive, responsive manner. |
|Maintains and seeks to improve technical expertise in all areas of end user support. |
|Ensure all client requests and problems are appropriately and adequately resolved in a timely manner. |
|Identifies and initiates resolutions to user problems and concerns associated with end user support. Provides accurate, timely and creative solutions |
|to end-user computer and networking problems of moderate to complex nature to ensure end-user productivity. |
|Performs restorative and maintenance actions either remotely or at the end user’s location to resolve end-user’s problems, using basic troubleshooting |
|and technical skills. |
|Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves, and |
|configuration changes. |
|Maintain accurate information and data regarding end-user issues within the tracking system and according to policies and standards. |
| |
|Performs "hands on" work (i.e., pulling cables, installing printers, servers, workstations, writing configurations, etc.) when necessary. |
|Provides second level of support for all end user problems. |
|Ensure that all client requests and problems are being appropriately and adequately resolved in a timely basis. |
|Maintains accurate end user equipment inventory records, copyright compliance and any network documentation deemed appropriate. |
|Must proactively maintain technical skills and strive to continuously learn new systems, business processes, and concepts. |
| |
|Performs job duties and responsibilities according to corporate and local hospital guidelines and procedures. Performs other duties as assigned. |
|Fulfill departmental requirements in terms of providing work coverage, on call coverage, and administrative notification during periods of personnel |
|illness, vacation, or time off. |
RESPONSIBILITIES
|Establishes and maintains courteous, tactful and professional level of interpersonal skills necessary to deal effectively with: |
|Patients |
|Guests |
|Medical staff |
|The public |
|Co-workers |
|External business associates |
| |
|Exhibits positive SHARE values in all interpersonal contacts. |
| |
|Demonstrates effective communication skills; is able to report and convey required information either verbally or in writing; maintains required level |
|of confidentiality; consults with and/or advises appropriate personnel of situations requiring follow-up or attention. |
| |
|Conforms to all Adventist Health System corporate, Florida Hospital-Memorial Division organizational, and departmental policies and procedures including|
|but not limited to: |
|Mission |
|Values |
|Employee Covenant |
|Corporate Compliance |
|Rules of Conduct as outlines in the “Guidelines for Employees” handbook |
|Smoking |
|Dress Code |
| |
|Establishes and maintains a history of regular attendance; makes appropriate use of PDO, and observes department call-in procedures for absence; |
|establishes and maintains punctual work habits. Exhibits timely arrival and departure and dependable time habits including meal and other breaks. |
| |
|Attends/participates in mandatory facility-wide and department training/meetings as required (including but not limited to: annual education, safety |
|training, etc.). Is able to demonstrate and apply knowledge of fire, safety, security and disaster procedure regulations as presented in orientation, |
|outlined in safety manual, and as pertains to each work area. |
| |
|Supports departmental and organizational Mission through: |
|Appropriate use of resources |
|Providing assistance to team members |
|Accepting work or schedule assignments |
|Participating in process and performance improvement as required |
| |
|Required to respond to emergency situations (i.e., disasters, hurricanes, etc.) by reporting to department and staying until the crisis is over or |
|position is covered by incoming personnel. This is a mandatory requirement. Refusal to respond may result in termination. |
|EQUIPMENT USED: |
|SUPERVISION RECEIVED and GIVEN: |
JOB SPECIFICATION
|Knowledge |
|High school diploma is required. College degree in computer science, information systems or equivalent education is highly recommended. |
|Experience and knowledge of business, accounting, and clinical software applications and concepts is preferred. |
|Ability to learn systems with little or no documentation. Continuous learning of new systems, business processes, and concepts are a must. |
|Experience in customer support and training. |
|Experience with personal computers and software applications is required. |
|Experience in networking concepts and LAN/WAN concepts preferred. |
|Experience |
|2-3 years experience in a distributed network environment is desired. |
|Experience and knowledge of business, accounting, and clinical software applications and concepts is preferred. |
|Experience in customer support and training. |
|Experience with personal computer and software applications is required. |
|Initiative and Judgment |
|Ability to work independently with limited supervision is a must. |
|Responsibility for the Work of Others |
|Must have the ability to work well with people from many different disciplines with varying levels of technical abilities. |
|Strong project management skills are required. |
|Responsibility for Contact with Others |
|Strong interpersonal skills with a positive and enthusiastic “can do” attitude. |
|Excellent written, verbal, and communication skills is required. |
|Responsibility for Legal Compliance and Confidential Information |
|Follow all software and hardware license agreements. |
|Responsibility for Use of Resources |
|Ability to learn systems with little or no documentation. Continuous learning of new systems, business processes, and concepts are a must. |
|Effort, Working Conditions, & Hazards |
|Follow facility policies regarding working conditions and hazards. |
VICE PRESIDENT APPROVAL: Date:
EMPLOYEE ACKNOWLEDGEMENT: Date:
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JOB DESCRIPTION
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