Job Facility: University of Maryland Medical System
Employment Type: Full Time
What You Will Do:
Under limited supervision, supervises PC Maintenance Technicians. Installs operates, monitors, evaluates and oversees a large End User Computing communications network. Oversees and performs maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment located throughout the organization. Prioritizes daily assignments, carries out employee evaluation and provides hiring/firing and training recommendation to Desktop Support Manager.
Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
Oversees and directs the daily work activities of PC Maintenance Technicians checking work and offering guidance and technical expertise assuring prompt effective response to customer needs. Reviews work orders documented each day. Ensures a timely response to all service requests and addresses them when necessary. Provides first level problem analysis and identifies the proper resolution. Masters complex knowledge of assigned applications, hardware and network to support clinical and business environments. Independently performs technical downloads and PC configurations. Oversees daily problem and change management ticket review to ensure ticket accuracy.
Monitors Helpdesk Call Tracking application to ensure that all service and update requests are logged accurately and well detailed. Reviews data collected from customers to aid problem determination/resolution of request. Ensures that on-going follow up to customers is provided by PC Maintenance Support until the issue is resolved.
Assists customers to identify and specify the nature of complex requests or problems. Leads the troubleshooting of simple issues and assistance of customers by PC Maintenance Support with various systems issues including Microsoft, Novell, PC/Laptop/Mobile, printer, software, hardware, and network connectivity. Ensures follow up support to customers.
Ensures that assistance is provided to IT Tiered support teams for complex escalated issues. Assigns special projects; Oversees testing for system upgrades.
Monitors an inventory of parts used and needed to re-order, including testing parts received for stock to ensure an effective level of service. Maintains an inventory for all equipment installed and oversees and reviews documentation of all system configurations in a database. Approves purchases of technical equipment.
Oversees and coordinates activities, times, schedules, with suppliers and contractors in regard to the installation, operation, maintenance and evaluation of user locations for data equipment ensuring problems are addressed appropriately and timely with UMMS standards and procedures.
Supervises and participates in conducting new employee orientation, ongoing in-services (with testing) through on the job training and other training requirements.
Reviews real-time trending information provided by the PC Maintenance Technician, Senior. Monitors status of open or pending service calls.
What You Need to Be Successful:
Education and Experience
A Bachelor’s degree in Computer Science, Maintenance, Telecommunications, Certified Netware Engineer or a related field or equivalent combination of education and experience is required. Additional certifications may be required.
Seven (7) years experience with desktop equipment, performing installations, configurations, trouble shooting, and evaluations, including two (2) years supervisory experience.
Knowledge, Skills and Abilities
Proven Customer Service Skills. Knowledge and understanding of how complex technology can be applied to provide system support. Knowledge of PCs, terminals, and printer hardware and software configurations, Microsoft Networking, Novell Networking, cabling infrastructures. Knowledge of complex electronic repair, troubleshooting techniques and test equipment. Demonstrated knowledge of electronic installations is required.
Broad Knowledge of PC hardware and peripherals associated with applications.
Ability to provide limited leadership role, to be a liaison between escalated support and the EUC team.
Excellent communication and organization skills; demonstrates confidence, creativity, and maturity.
Excellent customer service skills and the ability to work with all levels within the organization.
Ability to perform daily work activities of the position assuring prompt and effective response to customer needs.
Proficient in analysis and problem solving, ability to work with other teams and ability to assess customer needs and determine appropriate solutions.
Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.