Job Description:

The Onsite Support Technician is responsible for computer hardware, software (location specific or global) and
peripherals. Onsite Support is the second point of escalation for the resolution of desktop or laptop related
incidents, service requests, and connectivity issues. The Onsite Support Technician also enforces
Westchester Medical Center's desktop and laptop policies and procedures.

Essential Responsibilities and Duties:

 Provides second-line investigation and diagnosis
 Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
 Escalates unresolved incidents/service requests within agreed timescales
 Logs relevant incident/service request details per help desk procedures
 Communicates with client regarding incident progress
 Ensures tickets are updated at all times until issues are resolved
 Complies with Quality Health Safety Environment (QHSE) and IT policies
 Liaises with clients, other Oracle IT support groups and 3rd party providers when necessary
 Performs staging of PCs
 Performs IMAC (Install, Move, Add and Change)
 Conducts hardware and software maintenance and support
 Troubleshoots and resolves PC incidents and/or VIP requests
 Coordinates with Service Desk for hardware repair
 Assists with Site Security Officer (SSO) on IT security issues and virus elimination
 Assists local Server Team when server maintenance is required
 Creates/maintains documentation
 Special events coverage
 Connected Backup client support
 Local network support and/or assists centralized Network team
 UNIX/Linux System Administration experience is desired
o hardware/software selection, procurement, setup, installation, configuration, upgrades,
monitoring and troubleshooting
o user account creation/deletion and file permissions
o Backup management and maintenance

Career Level - IC1