Tech Support III Specialist

Description Responsible for assisting in the design, planning, installation, maintenance and operation of the hardware and technical support systems of DOHC including LAN, WAN, cabling and all computer hardware and software located on the network or locations under contract with DOHC. ##### Professional Duties - Assist in the design, implementation, configuration, and administration of the LAN/WAN. - Assist in the install, repair, maintenance and upgrade of all personal computers, printers, switches, cabling and peripherals and networking equipment for all sites. - Provide user support for all network applications locally on the PC and servers. - Assist in setting up, maintaining and supporting all contracted sites. - Maintain accurate software and hardware tracking logs for all support given. - Provide primary hardware support for all staff. - Document all events and solutions based on departmental standards using current department software. - Document, create, update the Help Desk CMDB based on asset location on the DOHC network. - Document, create, update the Help Desk CEDB based on solutions to events created by support requests. - Document, create, update the FAQ for events posted to update the EUP for staff. - Assist in, design, implement and configure processes to help reduce the mean time to restore service for all events. - Assist with creation of materials and training of staff for all programs supported on the network. - Support in areas such as spreadsheets, word processors, and other Windows-related programs. - Perform daily projects assigned by Network Administrator. - Assist with and train interdepartmental support staff on all areas related to their jobs. - Works independently and requires minimum supervision. - Acts in lead capacity in the absence of IT Director or Network Administrator. - Other duties as assigned - Serve as an ambassador for Desert Oasis Healthcare and Family Hospice Care at all times and positively shape the customer experience - Do your share. Do what you say you will do and take action, follow through. Be willing to pitch in and help - Let your patients, customers and co-workers know what they can expect from you and follow through - Assume a neutral position and suspend judgment of others - Be accountable for your work - Summarize key information and provide written materials whenever possible ##### Qualifications - High School Diploma or equivalent required. Bachelors preferred. - Minimum of 6 years experience in hardware installation and repair. - Proficiency in MS Office, Windows Networking, and Windows Operating Systems software. - Excellent customer service skills. - Ability to troubleshoot and repair a wide range of computers and peripherals. - Good communication skills, detail oriented, critical thinking and problem solving skills. Excellent customer service and telephone etiquette skills. - Current California drivers license and proof of insurance. - At the discretion of DOHC/FHC management, this position has the potential to be a full or hybrid telecommuting position. ##### Physical Demands Type Description Sitting Approximately 30% of day Standing Approximately 20% of day Walking Approximately 20% of day Lifting 0 - 40 lbs (equipment, supplies) - approximately 40% of day Bending Approximately 10% of day. Kneeling < 20%. Hearing/Visual Acuity Adequate for use with computers, telephone and or Blackberry - Approx 50% of day Computer Highly technical work environment - Must be able to work = 7 hours / day using keyboard, mouse and monitor Reaching Above head 75 degrees - approximately 25%. Hand grip dexterity Approximately 40% of day