Technical support professional who responds to escalated tickets as required via additional skills, knowledge, tools or authority. May resolve incidents remotely or at user's location via equipment returns. Responsibilities include hardware & software deployments, moves, adds and changes. May develop, document, and maintain applicable processes and be responsible for reporting on, and training others on best practices and processes
Provides technical support to end users for complex applications, processes, and hardware issues. Documents accurate assessments, performs analyses, and effectively troubleshoots issues
Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines to back up tier 1 support as needed.
Performs work locally, remotely, via telephone, e-mail, and in-person at all Dartmouth Health locations as necessary
Provides services for Dartmouth Health managed equipment including but not limited to personal computers (PCs) (desktops and laptops), peripherals, mobile devices, tablets, kiosks, faxes, printers, and scanners. This may include installing/uninstalling software, and setup of new equipment and peripherals.
Provides system hardware and/or software repairs and upgrades of Dartmouth Health PCs and peripherals utilizing technical skills and appropriate tools.
Performs duties related to recycling of discontinued PCs and peripherals, reimaging PCs and duties related to lost or stolen PCs and peripherals.
Maintain proficiency with tools necessary to the role, including current software platform for ticket management, problem management, inventory, and asset management. May participate in updating documentation to reflect current information and workflows.
Presents information in small and medium group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties. Serves as a technical resource to others as needed.
Monitors team work queues and takes ownership of tickets according to priority and daily assignments. Assists others with prioritization of tickets.
Manages single-person or small group projects as assigned, using proscribed workflows from inception through completion, with minimum supervisor oversight.
Projects may necessitate temporary increases of working hours.
Acts as departmental technical expert for other IS departmental staff, end-users and third party IT vendors. Provides precepting, training, and assistance to organizational team members
Networks and collaborates with other IS teams.
Functions as a resource to operations, staff and customers in designing and implementing process improvement initiatives that will increase the efficiency and maximize the effectiveness of operations.
Participates in administration of policies and projects. Provides analysis functions in support of process improvement.
May perform a variety of report generation and data manipulation duties
Performs other duties as required or assigned.
How can the lifestyle in New Hampshire and Vermont compliment your career? You can have amazing 4-season living with a career at one of the top health systems in the country. The Dartmouth-Hitchcock health system stretches over New Hampshire and Vermont and offers the quintessential New England experience. With no income or sales tax, this beautiful area combines history, industry and business and has been ranked consistently as one of the best places in the US to live and work. Anchored by the academic Dartmouth-Hitchcock Medical Center in Lebanon, NH, the system includes the NCI-designated Norris Cotton Cancer Center, the Children's Hospital at Dartmouth-Hitchcock; 4 affiliated hospitals and 30 Dartmouth-Hitchcock ambulatory clinics across the region. We are close to the urban centers of Boston, New York and Montreal, but also offer proximity to the seacoast and multiple top-tier ski mountains within a short driving distance. Throughout New Hampshire, the opportunities – both career and personal – truly make our area the ideal place to work and play.
Dartmouth-Hitchcock is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, veteran status, or any other characteristic protected by law.
