COMPUTER SUPPORT TECH

Oneida Health; City of Oneida (NY); Hybrid; USD 55,000 - 70,000; Full time

Job summary

Oneida Health in New York seeks a Tech Support professional to assist users with computer issues, remotely or on-site. You will install and maintain PCs, troubleshoot network problems, and support voice/telephony equipment.

The role requires Windows Server and TCP/IP knowledge, 3+ years of experience, and strong problem-solving. On-call after hours and documentation of configurations are expected.

Qualifications

• 3+ years of tech support experience.
• Associate's degree or equivalent.
• Experience in health clinic or hospital environment.
• Knowledge of Windows Server, TCP/IP, and Windows OS.
• Technical writing and documentation skills.
• Ability to manage multiple priorities independently.

Responsibilities

• Install hardware and peripherals per specs.
• Consult with staff to determine hardware needs.
• Respond to inquiries and requests for assistance.
• Prioritize service delivery.
• Repair PCs and related equipment; instruct users.
• Recommend hardware for various systems.
• Test and monitor software and hardware for effectiveness.
• Plan network installations and voice/data networks.
• Document network configurations and cabling.
• Maintain rapport with customers regarding NEC/Shortel equipment.
• Pursue ongoing technical education related to NEC/Shortel equipment.

Skills

Windows Server

TCP/IP

Desktop hardware

Education

Associate's degree or equivalent

Tools

Printer networking

Job description

As a Tech Support professional, you will play a critical role in assisting customers and clients with everyday computer issues, either remotely or on-site. Your responsibilities include ensuring that a company's computer equipment adheres to established guidelines, maintaining terminals and peripherals, troubleshooting network errors, and providing essential technical support. You will be the go-to authority for repairing malfunctioning equipment and supplying necessary technical assistance. This role also involves installing and maintaining PCs and peripheral equipment across various locations, participating in network planning, and contributing to the establishment of voice and data networks. Being on-call for after-hours technical support is a key aspect of this position.

Key Responsibilities

• Install hardware and peripheral equipment, following design or installation specifications.
• Consult with staff, users, and management to determine hardware requirements.
• Respond to computer users’ inquiries, complaints, and requests for technical assistance.
• Prioritize service delivery as appropriate.
• Provide technical assistance, including making repairs to PCs and related equipment, instructing users, referring to manufacturers or service vendors, and recommending replacement.
• Research and recommend hardware to meet needs for various computer systems implementations.
• Test and monitor software, hardware, and peripheral equipment to evaluate use, effectiveness, and adequacy of products for users.
• Assist in planning network installations and establishing voice and data networks.
• Document the network by labeling and routing equipment and cables, recording configuration diagrams, and specifications.
• Maintain customer rapport by addressing concerns and answering questions related to NEC and Shortel voice/telephony equipment.
• Update job knowledge by participating in educational opportunities and reading technical publications related to NEC and Shortel voice/telephony equipment.
• Perform other duties related to NEC and Shortel voice/telephony equipment as needed.

Qualifications

Requirements

• Technical writing and documentation skills.
• Demonstrated ability to achieve successful outcomes in handling difficult situations.
• Knowledge of information technology products and services.
• Initiative and ability to act independently to resolve problems.
• Ability to manage multiple priorities and follow through on projects to completion.
• Familiarity with Windows Server, Windows Networking, TCP/IP, and desktop hardware.
• Knowledge of Microsoft Windows 7, 8, 10, and Office 2013, 2016 suite.
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve.
• Experience working in a health clinic and hospital environment.

Physical Requirements

• Ability to lift and carry computer equipment and peripherals.
• Ability to work in various physical positions, including standing, sitting, and kneeling.

Qualifications

Education

• Associate's degree or its equivalent with 3+ years of tech support experience.

Experience

• Information systems and networking skills preferred, specific experience with PC and printers on a network.

Soft Skills

• Demonstrated ability to achieve successful outcomes in handling difficult situations.
• Knowledge of information technology products and services.
• Shows initiative and acts independently to resolve problems.
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve.