Job Description

PURPOSE OF THE JOB

The purpose of this position is to ensure proper low voltage systems operations and proper computer, printer and network operations so the end users can accomplish business tasks. This includes prioritizing, documenting and actively resolving end user Help Desk requests.

The position will provide onsite technical resource support for Help Desk tickets within the Incident Management System in a timely manner with correct prioritization. The main objective of incident support is to provide a high level of onsite customer service to the organization.

This is the onsite technical resource charged with prioritizing tasks and actively resolving issues.

DUTIES/RESPONSIBILITIES

Low Voltage

• Perform point-to-point troubleshooting on security cameras, keyless access, intercom equipment, low voltage cabling and phone system.
• Performs regular preventative maintenance to include physical inspection and repair of all faulty devices.
• Responsible for installing and maintaining all low voltage cable and equipment, including but not limited to coaxial, twisted pair(phone lines) and cat6.
• Assist departments and residents in troubleshooting low voltage issues.
• Check email, mobile phones and respond to repair calls via a ticket system.
• Occasional evening and weekend on-call responsibilities.
• Training of other personnel as requested by the IT Manager.

IT Support

• Assists the System Administrator and IT director in the following:
• Installs, configures, maintains, and troubleshoots a wide range of software used throughout the campus operations. Performs hardware/software upgrades to existing computer equipment as needed.
• Responds to software problem calls onsite or over the phone for users. Investigates error messages and determines resolution. Reinstalls program or replaces files that are causing errors. Also responds to network log on house calls. Investigates appropriate areas of potential problem and determines resolution.
• Provides network support campus-wide which includes installing networked application software, granting access to users, creating user groups, managing shared resources, and installing peripherals.
• Diagnose, and support hardware failures, operating system, application issues and network connectivity.
• Monitor help desk workload and prioritize work orders effectively.
• Monitor, diagnose, repair and run preventive maintenance on computers.
• Off-hours On-Call support when needed.
• Provide phone, remote control, and on-site break-fix support for printers, desktops, laptops, and phones.
• Troubleshoot and resolve network connectivity and performance issues.
• Perform day-to-day maintenance of network servers (backups, administration, and hardware maintenance).
• Set up user accounts, permissions, mailboxes, groups, and other server administration items.
• Document and update support requests within ticketing system.
• Communicate professionally and clearly with residents and employees regarding status of requests and timelines.
• Prioritize and resolve incidents as defined by the SLA’s.
• Maintain the confidentiality of all protected health information whether electronic, written or oral to which he/she may be exposed either during the course of his/her duties or as the result of an incidental disclosure in accordance with the Notice of Privacy Practices (HIPAA).
• Discharge properly other responsibilities and duties that may be directed by the Director of IT and VP/CFO.

SUPERVISORY RESPONSIBILITY

• This position has no supervisory responsibilities.

QUALIFICATIONS

Education

• Associates degree or 2-year college coursework equivalent is required.

Experience

• 1-year relevant work experience.

General:

• Must have good organizational skills.
• Must be a detail-oriented person and able to perform duties with great accuracy on a daily basis.
• Must have excellent personal skills, demonstrating the ability to conduct oneself in a non-controversial style; a style that inspires the respect of others and promotes a sense of trust in the individual’s competence.
• Must have good communication skills, speaking, writing, and listening.
• Must be fluent in English.
• Must have excellent computer skills.
• Must be proficient with Microsoft Office programs with emphasis on Excel, Outlook, PowerPoint, Publisher, and Word, with the ability to learn and use proprietary software as required.

CERTIFICATES/LICENSES/REGISTRATIONS

• Valid driver’s license required.
• Low Voltage license preferred.

PERSONAL REQUIREMENTS

• Support Plymouth Harbor’s mission, striving daily to ensure the best possible outcomes for the health and well-being of residents and staff.
• Maintain high personal standards for performance and encourage others to do the same.
• Must be able to get along with others and work as a team player.
• Maintain confidentiality in all Plymouth Harbor, resident, and team member matters.
• Use good judgement and make independent decisions when circumstances warrant such action.
• Work harmoniously with all persons residing in, employed by, or associated with, the organization.
• Be able to relate to and work with ill, disabled, elderly, emotionally upset, and at times hostile people.
• Wear Plymouth Harbor team member i.d. badge at all times when on duty.
• Abide by the dress and grooming guidelines established for the department and possess good personal hygiene habits.

PHYSICAL REQUIREMENTS

• Must possess fully functioning sense of sight/hearing or use prosthetics that will enable these senses to function adequately in order to do the job.
• Must be able to sit, stand, walk, and move throughout the workday (lifting, carrying, bending, squatting, reaching, kneeling, pushing, pulling, twisting) using good body mechanics.
• Must be able to lift/push up to 50 pounds.
• Must be able to stand and walk for long periods of time.
• Must be able to cope with the physical and emotional demands of the position.