Responsible for advanced technical support of personal computing devices (desktop, notebook, hand-held), printers, desktop computer software and various computer-related hardware. Provides training and guidance to less-experienced technician staff, as well as consultation assistance to users and management. Serves in lead technical support role throughout new project implementations. Assists network administrator in managing network, servers, and investigating/resolving user-access issues. Develops and maintains technical documentation in support of daily technical activities and projects. Understands current and emerging technologies and provides input as to the direction and “best fit” use of technology. Provides backup Support Center support as needed.

Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Excela’s missions, vision and values.

TECHNICAL STANDARDS

Essential Functions: Defined as duties specific to the job, that, if removed, would change the entire purpose of the job; to include the Essential Physical Demands and Essential Working Conditions of this position.

Core Essential Functions:

Strategic Delivery of Information Service Ensures that all information services performed and delivered fully supports the vision, mission and strategic objectives of both the organizational and departmental strategic plans. Customer Service Consistently demonstrates exemplary customer service skills and communications at all levels. Builds customer confidence in information services delivered by responding to customer needs in a timely, delightful and empathetic manner. Data Quality and Integrity Ensures that all data delivered, regardless of the delivery method, e.g. electronic, digital, hardcopy, etc., is 100% accurate, concise and reliable. Develops and employs data monitoring and testing methods to ensure data integrity. Reinforces data quality standards by guiding and mentoring customers in the use of best practices that will support and maintain data integrity. Accountability Assumes responsibility for all facets of individual job performance and the subsequent impact on the delivery of information services. Initiates corrective action and communications to rectify performance or delivery issues. Software Application Administration Manages assigned software applications by supporting and guiding customers in the maintenance of software functions, tools, tables or dictionaries. Responds to and logically troubleshoots / debugs software problems. Identifies and resolves or escalates and communicates operational failures to the necessary parties, e.g. technical services, vendors, IT Management, stakeholders, etc. Gathers, analyzes, recommends and submits software application enhancements to vendors with stakeholder approval. Assumes responsibility and acts as project manager for all software application upgrades, patches and / of STI activities (where applicable). Proactively monitors the performance of software applications or related services, e.g. ad hoc files, databases, etc., and resolves or escalates any problem situations. Project Management Understands and utilizes project management principles to facilitate implementation and delivery of new information products or services. Conducts project management activities in accordance with the departmental project management model. Employs the use of project management tools, when applicable to facilitate the implementation and delivery of new information products or services. Performs the function of Project Manager or Project Lead as assigned (where applicable). Implements projects as assigned.

Specialty Essential Functions:

Technical Consultation Provides technical consultation to departments on the appropriate equipment. Assists technicians and systems analysts in diagnosis, troubleshooting, and repair of advanced technical issues. Arrange for repair service by contacting and reporting hardware failures to contracted services; documents all calls and associated activities. Ability to read, analyze and interpret technical journals and publications. System Support Installs system hardware, printers, and software products. Extensive knowledge of enterprise class desktop software such as current Windows OS, antivirus, remote management and troubleshooting. Perform repairs to PCs, peripheral equipment and any other IT Supported Hardware Understanding of enterprise deployment systems including but not limited to building, testing, maintaining, monitoring and reporting. Responsible for hardware and software asset and inventory management. Working knowledge of Windows Active Directory and group policies. User Management Provides instruction to end-user in the use of hardware, personal computer operating systems, and approved software products. Assists if needed with configuring new users for network access and system use. Project Management Acts as a Technical Lead on small to medium size projects. Works with technicians to achieve project objectives and goals. System Management Perform system and infrastructure monitoring. Provides assistance in monitoring and maintaining data integrity. Support Center Support Provides Level 3 IT Support Center support on end-user issues. Utilizes Support Center software applications to manage problem identification, escalation, and resolution. Backup Level 2 Support Center support.

Marginal Functions: Defined as duties that are not essential in nature and do not take a considerable amount of time to complete (less than 10%).

Performs other duties as required.

Required Skills and Knowledge: Minimum level of education, skills and abilities necessary in performing the job.

Education:

Associate Degree or level of knowledge equivalent to that ordinarily acquired through the completion of a vocational training program in Computer Technology or related field

Certification / Licensure / Regulation:

Valid PA Driver’s License Act 34 – PA Criminal Record Check from the PA State Police system

Prior Experience:

Minimum of three (3) years technical experience with resolving IT Helpdesk issues involving hardware and desktop software.

Other Skills and Abilities:

Functional Skills on PC and Related Software (Microsoft Office) Knowledge of basic Office Equipment such as copier, fax machine, etc. Proficiency in the use of Excel Spreadsheets, PowerPoint, and various software programs Proficiency in Microsoft Office including Outlook Excellent communication, interpersonal and organizational skills Ability to communicate with all members of the health care team Proficient oral and written communication skills Ability to multi-task and prioritize assignments Basic working knowledge of computers and office equipment Requires travel to/from multiple off-site locations. Required to perform on a rotating schedule basis as well as after hours, on-call support. Must possess ability to lift and carry objects weighing up to 50 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.

Preferred Factor:

CompTIA A+ / N+ Certification a plus; Microsoft Certification desired