Customer Technologies Specialist - Intermediate job - Inland Hospital - Waterville, ME

The Intermediate Customer Technologies Specialist deploys, maintains, troubleshoots and repairs a variety of customer hardware and software throughout EMHS. Estimates and oversees projects, complex work requests and tasks, and other technical requests. Evaluates technical products and customer environments and recommends solutions. Provides Tier 2 and 3 support in all areas of the departmental service portfolio. Largely self-directed once assigned work and functions with considerable independence.

Job Functions and Duties
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The Intermediate Customer Technologies Specialist deploys, maintains, troubleshoots and repairs a variety of customer hardware and software throughout EMHS. Estimates and oversees projects, complex work requests and tasks, and other technical requests. Evaluates technical products and customer environments and recommends solutions. Provides Tier 2 and 3 support in all areas of the departmental service portfolio. Largely self-directed once assigned work and functions with considerable independence.

Provides excellent customer service to all levels of employees including customers, peers, and leadership. Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department. Leads by example. Acts as backup for certain departmental leadership functions.

Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means.

Represents the department and company in a positive and professional manner. Participates in the evaluation and estimation of routine work requests and minor projects. Participates in the orientation of new team members.

Adheres to all EMHS and departmental policies and procedures. Creates, follows, maintains and updates as necessary documentation and checklists to ensure efficiency and consistency.

Uses advanced troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer.

Maintains detailed and accurate records in workload management, asset management and administrative applications. Adheres to deadlines.

Actively maintains education and cross-training on all departmental areas of expertise. Maintains required certifications and prepares and leads training for staff within the department. Leads small inter- and intra-departmental committees and groups as requested by supervisor.

Assists management in identifying opportunities for process improvement within the department. Assists customers with understanding total cost of ownership issues related to hardware and software.

Works conscientiously to minimize cost and time requirements in all areas of departmental responsibility.

Education and Experience

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Associate Degree or relevant experience required.

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Ability to obtain A+ certification within 3 months.

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Ability to obtain Lenovo certification within 3 months.

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Ability to obtain MTA within 1 year.

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5 years relevant computer-related experience required; 6 years preferred.

Knowledge, Skills, and Abilities

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Able to deploy, repair and maintain typical customer computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners.

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Able to deploy, repair and maintain typical customer software such as the Microsoft Office Suite and Windows operating systems.

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Intermediate knowledge of general networking and customer/server concepts.

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Can complete projects, issues and work requests of moderate complexity with limited supervision.

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Experience with utilization of the Internet, Intranets, remote access issues and principles of network operating systems.

Supervision Exercised

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Acts as backup for certain departmental leadership functions.

Supervision Received (ability to act independently)

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Regional Manager of Technology Support Services.

Typical Contacts (Internal/External)

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All levels of customers at EMHS including peers, leadership, clinical and administrative staff.

Physical Requirements

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Works in a normal office environment, requiring the ability to frequently respond to unpredictable situations.

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Must be able to work and think independently.

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Must be willing to travel by air and ground.

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Tolerance for frequent interruptions.

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Must be able to speak and communicate clearly and effectively.

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Must be able to hear speech.

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Must be able to adapt to frequently changing work priorities.

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Must be able to travel to various EMHS sites.

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Participate in periodic on-call rotation.

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Must be able to lift, etc.

Equal Opportunity Employment

We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.