IT Support Tech

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Responsible for installing, maintaining, and troubleshooting PC hardware and peripheral components. Installs and verifies correct operation of software packages, including operating systems and typical office programs. Provides training and technical assistance to end-users. Identifies and resolves hardware, software, and operator problems. Performs basic-to-moderate hardware repairs and refers complex, vendor-restricted, and warranty repairs to authorized service personnel.

Minimum Qualifications

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

• Associate degree in Information Technology or technical-related field OR two (2) years’ experience with personal computer hardware and software support.
• This position may require additional certification in support of the responsibilities of the position, which will be provided by WVUHS Information Technology. Certification completion will be required within four months of formal certification training completion.

Experience

• Three (3) years’ experience with personal computer hardware and software support.
• Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.

Preferred Qualifications

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

• A+ Certification, CCNA, MCP, or MCSE.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

• Workstation – Technical Support: Provides Workstation (Personal Computer, laptop, tablet, ext.) related support for the end-user. Troubleshoots, repairs, and inspects end-user hardware and software. Assesses end-user reported workstation hardware and software issues to determine the root-cause and provide appropriate remedial service. Attempts to identify trends relative to such matters and recommends long-term solutions. Answers computer-related questions and provides on-site end-user training as needed. Assists end-users in navigating Information Technology processes including submitting requests and trouble calls. Expertly resolves or assists others in resolving all normal Service calls. Provides on-site hardware and software modifications for end-users in support of production applications as necessary. Responds to the needs and concerns of end-users relative to accessing network resources. Collaborates with other Information Technology technicians to provide end-user support as necessary.
• Hardware and Software: Installs and tests end-user computer hardware and software as assigned. Devices include: PCs, laptops, tablets, printers, ip phones, mobile devices. Support for both wired and Wireless. Assesses end-user reported PC hardware and software issues to determine the root-cause and provide appropriate remedial service. Answers computer-related questions and provides on-site end-user training as needed. Assists end-users in navigating Information Technology processes including submitting requests and trouble calls. Configures setups/repair for devices. Assesses end-user reported PC hardware and software issues to determine the root-cause and provide appropriate remedial service. Identifies trends relative to such matters and recommends long-term solutions. Work with other IT technical teams as necessary. Answers computer-related questions and provides on-site department training as needed.
• Maintains Technical Expertise: Improves personal knowledge of personal computer technology and associated software through reading, on-line training courses and any avenues provided by the IT department. Test new equipment (hardware and/or software). Determines how best new equipment can be deployed.
• Network Support: Provide general support at the device level for network connection and inspection. Collaborates closely with Telecom and or Networking to add new devices such as printers and vender connections.
• Project Coordination: Defines tasks and creates team work plans with moderate supervision. Delegates work to others and monitors progress. Identifies issues affecting work progress and recommends solutions. Assists Senior to in controlling project costs, communicating any project-related expenses and recommends ways to control costs (if assigned). Apprises schedule variances and potential scope changes, task, goals and milestones in status reports and/or appropriate personnel. Measure the progress toward goals and revises work plan accordingly. Participates with management personnel in planning, direction, and coordinating operational and/or procedural matters to meet goals and objectives. Functions as the project coordinator when assigned by management. Duties include project time management, task and personnel coordination and scope management. Follows hospital’s project management methodology. Provides Project Coordination Services to customers as assigned. Delegates work to Associate and monitors progress. Assures project changes or additions are updated using appropriate Project Management Toolsets. Ability to organize and prioritize multiple simple to moderately complex assigned task. Provides input into the assessment of appropriate work effort for a task or project.
• Team Building: Performs the following core duties: participates in mentoring, training, and development of other employees. Assist and mentors co-workers. Seeks and respects the views of others, including patients/families and customers when appropriate. Creates and updates internal documentation for team members to use. Coaches and provides support/encouragement for employees to exceed their own expectations.
• Biomedical Device Support & Maintenance: The following responsibilities may apply to some WVU Medicine Sites: Liaison for repair vendors of medical equipment, coordination of service and service contracts for medical equipment, documentation of medical equipment service, preventative maintenance on medical equipment, and basic repair of medical equipment.
• Other duties may be assigned.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping are necessary body movements utilized in performing duties through the work shift.
• Employee must be able to respond quickly to visual and audible alarms generated by the systems that automatically monitor network devices.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The work environment is a standard office environment.

Skills And Abilities

• Ability to handle and maintain confidential information.
• Ability to work well under high stress conditions.
• Ability to work independently or cooperatively as a team member.
• Ability to adapt to various workloads and assignments.
• Ability to work with multi-disciplinary groups and facilitates meetings.
• Must have reading and comprehension ability.
• Must be able to type.
• Possess good oral and written communication skills.
• Ability to prioritize tasks.
• Must have independent decision-making ability.
• Ability to work in a fast paced and rapidly changing environment must be flexible.
• Ability to sit for extended periods of time.

Additional Job Description

Scheduled Weekly Hours:

40

Exempt/Non-Exempt

Shift:

United States of America (Non-Exempt)

Company

SYSTEM West Virginia University Health System

Cost Center

5814 SYSTEM IT UTWN

Address

500 W Berkeley Street

Uniontown

Pennsylvania

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.