Title / PC End User Computing Specialist
Department / IT
Supervisor’s Title / Regional Network Analyst, Client Liaison
Regular Work Hours / 8:30 AM - 5:00 PM Monday – Friday
FLSA Status (Exempt / Nonexempt) / Nonexempt
Date of Last Revision
Pay Grade
JOB SUMMARY
Performs general maintenance tasks, troubleshooting, and repairing of computer systems and peripheral equipment in a networked environment. Maintains a accurate and complete inventory of systems, subsystems, parts, and licenses.
Under limited supervision, the PC End User Computing Specialist performs analytical, technical, and administrative work in the planning, design and installation of new and existing personal computer systems. Identifies and initiates resolution to client problems and concerns associated with office automation equipment, hardware and software. Works on moderately complex applications. Analyzes training needs of office software and hardware, develops curriculum, and provides training to end users in the use of equipment and software. Confers with end users to determine types of hardware and software required. Knows how to maintain and utilize communications protocols at the desktop. Performs basic network administration duties such as the management of user profiles and client accounts and the policies and procedures supporting these.

PRINCIPAL DUTIES and FUNCTIONS

1. Works with local Network Services technical staff to coordinate and complete all network tasks required to support active projects.
  1. Performs equipment installations, deinstallation, and relocation as required to support the business needs of the company.
  2. Plans and coordinates the purchase, installation and implementation of hardware and software according to company standards and procedures.
  3. Completes assigned projects and project tasks within scheduled deadlines.
  4. Provides help desk coverage as required.
  1. Provides on call coverage as required.
  1. Learns business and application functionality as required to effectively service the client user support needs.
  1. Actively seek to develop and maintain a positive and productive working relationship with team members, system users, project sponsors, support personnel, and all client staff. Ensure client needs are served in a positive, responsive manner.
  2. Maintains and seeks to improve technical expertise in all areas of end user support.
  3. Ensure all client requests and problems are appropriately and adequately resolved in a timely manner.
  4. Identifies and initiates resolutions to user problems and concerns associated with end user support. Provides accurate, timely and creative solutions to end-user computer and networking problems of moderate to complex nature to ensure end-user productivity.
  5. Performs restorative and maintenance actions either remotely or at the end user’s location to resolve end-user’s problems, using basic troubleshooting and technical skills.
  6. Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves, and configuration changes.
  7. Maintain accurate information and data regarding end-user issues within the tracking system and according to policies and standards.
  1. Performs "hands on" work (i.e., pulling cables, installing printers, servers, workstations, writing configurations, etc.) when necessary.
  2. Provides second level of support for all end user problems.
  3. Ensure that all client requests and problems are being appropriately and adequately resolved in a timely basis.
  4. Maintains accurate end user equipment inventory records, copyright compliance and any network documentation deemed appropriate.
  5. Must proactively maintain technical skills and strive to continuously learn new systems, business processes, and concepts.
  1. Performs job duties and responsibilities according to corporate and local hospital guidelines and procedures. Performs other duties as assigned.
  2. Fulfill departmental requirements in terms of providing work coverage, on call coverage, and administrative notification during periods of personnel illness, vacation, or time off.

RESPONSIBILITIES

  1. Establishes and maintains courteous, tactful and professional level of interpersonal skills necessary to deal effectively with:
  • Patients
  • Guests
  • Medical staff
  • The public
  • Co-workers
  • External business associates
Exhibits positive SHARE values in all interpersonal contacts.
  1. Demonstrates effective communication skills; is able to report and convey required information either verbally or in writing; maintains required level of confidentiality; consults with and/or advises appropriate personnel of situations requiring follow-up or attention.
  1. Conforms to all Adventist Health System corporate, Florida Hospital-Memorial Division organizational, and departmental policies and procedures including but not limited to:
  • Mission
  • Values
  • Employee Covenant
  • Corporate Compliance
  • Rules of Conduct as outlines in the “Guidelines for Employees” handbook
  • Smoking
  • Dress Code
  1. Establishes and maintains a history of regular attendance; makes appropriate use of PDO, and observes department call-in procedures for absence; establishes and maintains punctual work habits. Exhibits timely arrival and departure and dependable time habits including meal and other breaks.
  1. Attends/participates in mandatory facility-wide and department training/meetings as required (including but not limited to: annual education, safety training, etc.). Is able to demonstrate and apply knowledge of fire, safety, security and disaster procedure regulations as presented in orientation, outlined in safety manual, and as pertains to each work area.
  1. Supports departmental and organizational Mission through:
  • Appropriate use of resources
  • Providing assistance to team members
  • Accepting work or schedule assignments
  • Participating in process and performance improvement as required
7.Required to respond to emergency situations (i.e., disasters, hurricanes, etc.) by reporting to department and staying until the crisis is over or position is covered by incoming personnel. This is a mandatory requirement. Refusal to respond may result in termination.
EQUIPMENT USED:
SUPERVISION RECEIVED and GIVEN:

JOB SPECIFICATION

Knowledge
High school diploma is required. College degree in computer science, information systems or equivalent education is highly recommended.
Experience and knowledge of business, accounting, and clinical software applications and concepts is preferred.
Ability to learn systems with little or no documentation. Continuous learning of new systems, business processes, and concepts are a must.
Experience in customer support and training.
Experience with personal computers and software applications is required.
Experience in networking concepts and LAN/WAN concepts preferred.
Experience
2-3 years experience in a distributed network environment is desired.
Experience and knowledge of business, accounting, and clinical software applications and concepts is preferred.
Experience in customer support and training.
Experience with personal computer and software applications is required.
Initiative and Judgment
Ability to work independently with limited supervision is a must.
Responsibility for the Work of Others
Must have the ability to work well with people from many different disciplines with varying levels of technical abilities.
Strong project management skills are required.
Responsibility for Contact with Others
Strong interpersonal skills with a positive and enthusiastic “can do” attitude.
Excellent written, verbal, and communication skills is required.
Responsibility for Legal Compliance and Confidential Information
Follow all software and hardware license agreements.
Responsibility for Use of Resources
Ability to learn systems with little or no documentation. Continuous learning of new systems, business processes, and concepts are a must.
Effort, Working Conditions, & Hazards
Follow facility policies regarding working conditions and hazards.

VICE PRESIDENT APPROVAL: Date:

EMPLOYEE ACKNOWLEDGEMENT: Date:

10/17/18 / Page 1 of 4