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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