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ITS Technician II - 40 hrs/wk, Monday - Friday 8:00 am - 4:30 pm

Madonna Rehabilitation Hospital Lincoln, NE
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Job Title:  ITS Technician II                                     
Job Location:   Lincoln
Immediate Supervisor:  Director Technical Services                                          
Status:  Non-Exempt
                       

JOB OVERVIEW

Responsible for refining, implementing, and maintaining the daily operation of ITS help desk support role and services for Madonna.  Responsible for diagnosing and solving networked end user client computer based hardware and software problems.  Responsible for researching, implementing, installing, evaluating, diagnosing and maintaining the end user client computing devices including hardware and software components. Responsible for consulting with end users to determine hardware, software, or system functional specifications in alignment with MRH business and clinical computing needs.  Responsible for creating, implementing and maintaining technical service and support documentation, including problem-solving methodology for unique problems.  Work will be performed in an ethical and legal manner following organizational policies, processes, protocols and procedures. Responsible for quality service delivery and internal/external customer relations for Madonna as a whole, including upholding the mission and values for the department and facility.

ESSENTIAL FUNCTIONS

            (INFORMATION)

  1. Coordinate, analyze, document, and provide quality help desk services for Madonna.
  2. Set up and maintain user directory access accounts and logins on network, e-mail, and other software systems.
  3. Compile, analyze, compute and coordinate preventive maintenance tasks to minimize hardware and software malfunctions. 
  4. Analyze, isolate, compare and coordinate installation and replacement of components to insure adequate and quality support of all hardware. 
  5. Compile, analyze and maintain a working knowledge of the computing hardware and software components utilized at the facility.
  6. Analyze, develop, coordinate, maintain and teach a learning environment for all facility staff regarding the communications system, including Windows networking access and Microsoft Office Suite and full Outlook client.
  7. Synthesize, analyze, and coordinate the usage of computer equipment.
  8. Compile, analyze, and coordinate the installation and implementation of new programs into the system.
  9. Ensures ITS standards and procedures are documented and adhered to. Maintains comprehensive technical documentation of systems. 
  10. Analyze, compile, coordinate, and prepare special reports in response to information needs of Madonna departments.
  11. Compile, analyze and coordinate an inventory of all computer equipment and all computer software at the facility to insure full compliance with all legal requirements and insure standardization where appropriate.
  12. Maintains clean and orderly ITS storage and office areas. 
  13. Assists other ITS personnel in the performance of their job functions in the areas of compilation, analysis, documentation, application testing, coordination and preparation regarding support and support requests.
  14. Assists Telecom personnel in the performance of their job functions regarding support for mobile communication devices, fax machines, and copier machines.

            (PEOPLE)
  1. Must perceive customer relations as a primary focus to the department and continually strive to satisfy the needs of every customer in all areas of the work force.
  2. Instruct and coordinate the training of users in various hardware and software aspects, helping, persuading, and serving to insure all personnel get the most benefit from their systems.
  3. Instruct and orient new information system staff to objectives, policies, procedures, and department guidelines procedures relating to the Help Desk role.
  4. Plan and schedule workload to maximize efficiency and quality of service delivery.
  5. Ensure satisfaction of both internal and external customers by providing timely planning, consultation and advisory services on computer systems analysis, evaluation and integration into facility work flow processes.
  6. Communicate effectively with supervisor and other facility staff regarding developments, concerns, and goals to insure quality service delivery.
  7. Serve as a contributing member of assigned committees and project teams within ITS to address needs/goals identified.
  8. Cooperate, mentor, instruct, and lead internal task forces regarding various aspects of the computing environment and successfully lead in making appropriate changes.
  9. Establish and maintain excellent relationships with outside hardware and software vendors.
  10. Follows instruction from supervisor to perform other functions as assigned in order to achieve the goals within the ITS department and provide complete ITS service for the facility.



PHYSICAL DEMANDS AND ENVIRONMENTAL CONDITIONS
Sedentary work - Requires adequate vision to read handwritten numbers/material and computer printouts, and must be able to view the computer screen a majority of the day.  Requires adequate hearing and speech to answer the telephone and communicate efficiently with others about computer needs and
answer questions.  Must be able to cope with stress of deadlines and working in a small, physically close and fast paced office.  There will be the need for an occasional extended day.  Must be able to work odd or long hours to achieve objectives or to solve problems.  Must be able to take 7X24 on-call support on a scheduled rotation. This position physically demands moderate sitting, walking, stooping and medium lifting (up to 75 pounds).


QUALIFICATIONS

EDUCATION
This position requires an Associates degree in computer science, MIS, engineering, teaching, or technical support related discipline; or the applicant must have an acceptable combination of education and at least 4 years comparable work experience. 

EXPERIENCE   
Two years experience in support of automated office systems in networked hardware and software environments.  Advanced knowledge of Microsoft Windows and Windows based applications including Microsoft Office Suite and full Outlook client version. Experience setting up, troubleshooting and repairing PC hardware and supporting and training PC end users in a LAN/WAN/WLAN environment. 

SKILLS
This position requires excellent oral communications skills, able to understand end users needs and identify solution alternatives.  Considerable problem solving and interpersonal skills are required to perform the consulting and communicative responsibilities of this position.  This position requires the ability to work independently and within a team environment. 


MADONNA IS AN EQUAL OPPORTUNITY EMPLOYER

 

 































Date Posted December 7, 2022
Date Closes December 22, 2022
Requisition 0005MU
Located In Lincoln, NE
Department Lincoln-Madonna Main Campus
SOC Category 00-0000.00
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