Position Summary
Under the direction of the Director/Administrator or designee, the employee in this classification provides technical assistance to computer users in basic troubleshooting, hardware and software, including printing, installation, applications and operating systems. Performs project related tasks, training and support for facility employees.
The statements contained in this position description are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not to be construed as an exhaustive list of all job duties performed.
Essential Functions
ï‚§ Act as a liaison to information technology vendor and helpdesk for the facility
ï‚§ Configure, change or delete security settings or access permissions for groups or individuals during the employee onboarding, employment and termination process
ï‚§ Assist in configuring wide area network (WAN) or local area network (LAN) routers or related equipment as needed
ï‚§ Assist in troubleshooting network or connectivity problems for users or user groups
ï‚§ Perform routine maintenance or standard repairs to IT equipment as needed
ï‚§ Train users in new and updated procedures related to facility software applications including but not limited to electronic medical records, Microsoft programs and Point Click Care
ï‚§ Test repaired items to ensure proper operation and follow up with computer user and/or vendor if needed
ï‚§ Document help desk requests and resolutions
ï‚§ Research hardware or software products to meet technical networking or security needs.
ï‚§ Create or revise user instructions, procedures, or manuals.
ï‚§ Assist in setting up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
ï‚§ Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
ï‚§ Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
ï‚§ Refer major hardware or software problems or defective products to vendors or technicians for service.
ï‚§ Develop training materials and procedures, or train users in the proper use of hardware or software.
ï‚§ Confer with staff, users, and management to establish requirements for new systems or modifications
ï‚§ Prepare evaluations of software or hardware, and recommend improvements or upgrades.
ï‚§ Act as the lead and liaison for all new and on-going information technology related projects and implementations
ï‚§ Provide continuous support during outages and interruption in services to maintain 24/7 connectivity
ï‚§ Provide user support and training for facilities telecommunications system