Job Facility: University of Maryland Medical System
Employment Type: Full Time
What You Will Do:
Under limited supervision, performs moderate to complex maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment located throughout the organization. Maintains a spare parts inventory of systems, subsystems, and component parts used in repair work. Updates progress reports for all work performed. Receives work direction from supervisor on work priorities and daily assignments. Assists other PC Maintenance Technicians as necessary.
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.
Independently installs or relocates computer equipment, such as PCs, thin client terminals, printers, and other associated hardware at user locations ensuring access to electricity, network in accordance with departmental procedures, technical, operating and assembling manuals. Provides first level problem analysis. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments. Resolves or escalates service requests when necessary. Independently performs technical downloads and PC configurations.
Uses Helpdesk Call Tracking application to log all service and update requests accurately and well detailed. Collects data from customers to aid problem determination/resolution of request. Provides information to the Helpdesk for on-going follow up to customers until resolution of issue.
Assists customers to identify and specify the nature of the request or problem, may identify more complex issues. Troubleshoots moderately complex issues and assists customers with various systems issues including Microsoft, Novell, PC/Laptop/Mobile, printer, software, hardware, and network connectivity issues.
Provides advanced IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
Maintainsan 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 or performs documentation of all system configurations in a database as directed.
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.
Collects and analyzes real-time trending information.
What You Need to Be Successful:
Education and Experience
High School Diploma or equivalent (GED) is required. An Associate’s degree or certification in Computer Science, Maintenance, Telecommunications, Certified Network Engineer or a related field is preferred. Additional certifications may be required.
Two (2) years experience with desk top equipment, performing installations, configurations, troubleshooting, and evaluations.
Knowledge, Skills and Abilities
Proven customer service skills.
Knowledge and understanding of how technology can be applied to provide system support.
Knowledge of PCs, terminals, and printer hardware and software configurations, Microsoft Networking, Novell Networking, cabling infrastructures.
Demonstrated knowledge of electronic repair, troubleshooting techniques and test equipment.
Demonstrated knowledge of electronic installations is required.
Demonstrated knowledge of PC hardware and peripherals associated with applications.
Demonstrated ability to read and follow instructions accurately, timely and effectively.
Effective communication and organization skills; demonstrates confidence and creativity.
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 assess customer needs and determining appropriate solutions.
Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.