·Operating System Support
Support Windows XP & 7 and Mac OS X. Make recommendations on changes to core software images. Ensure system integrity by identifying and repairing corrupt system files, including infection due to spyware or other malware.
Support Microsoft applications and Operating Systems. Support shrink wrapped software. Support clinical and non-clinical CCHMC applications throughout the institution, includes manipulating various configurations and settings and being able to identify systemic application issues.
·Printer and Device Support
Support device & driver setup. Troubleshoot connectivity issues on both local and networked printers. Troubleshooting application-specific issues related to printing. Identify software and hardware issues on different equipment types such as desktops, laptops, handhelds and wireless devices. Support peripheral equipment (e.g., barcode scanners, media burners, etc.)
·Mobile Device Support
Support Android, iOS, and RIM operating systems. Setup & Troubleshoot smartphones and tablet devices (i.e., Blackberry, iPhone, iPad).
Review and update Deskside documentation to include instructions, fixes, processes & procedures. Make recommendations for changes/improvements. Maintain Incident Management entries ensuring that they are up-to-date at all times.
Ensure outstanding end-user support is provided, including ongoing monitoring of Service Level Agreements for incident management and collaboration with other areas to ensure customer-centered incident management and support. Adhere to and promote continual adoption of change management policies and procedures. Model outstanding customer service behavior, including timely and effective follow-up with customers. Always maintain CCHMC's service standards of being Courteous, Attentive, Respectful and Enthusiastic team members, and Safe (CARES). Other duties as assigned.
·Workflow - Advanced
Advanced skills in organizational and workflow efficiency
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
·MS Office - Intermediate
Proficient in Microsoft Office programs
The ability to carry and/or lift a minimum of 50 pounds
Strong organizational and project management skills to handle projects independently.
Demonstrates an independent work initiative, sound judgment, diplomacy, tact and professional demeanor
Ability to independently work through details of a problem to reach a positive solution
Excellent verbal, written and/or interpersonal communication skills