Job Description

HOURLY RANGE: $25.68 - $33.60

DISTINGUISHING FEATURES OF THE CLASS: The work involves providing technical
assistance and instruction in the capabilities and use of information systems at the Erie County
Medical Center (ECMCC). This is a customer service position which provides hands-on
assistance to system users by resolving questions and problems related to information systems
and hardware. Work is performed under the direct supervision of higher-level professional,
technical and administrative staff. Supervision is not a function of this position. Does related
work as required.

TYPICAL WORK ACTIVITIES:
Provides technical support services around the clock to ECMCC system users;
Provides first and second level diagnosing, troubleshooting, resolution and documentation of
information system problems relating to hardware, software, network, system login and security
issues; refers advanced problems to appropriate technical specialists;
Provides in-depth support for specific applications such as Citrix, Microsoft o/s, Microsoft
Office, clinical applications, and main ECMCC systems;
Analyzes and resolves problems utilizing remote automated diagnostic programs;
Assists in the development of service level agreement (SLA) timelines and attempts to resolve
calls within the SLA timeframes;
Assists in the management of information system user accounts;
Assists in the creation of training documentation for users to effect the efficient use of
information systems;
Evaluates and analyzes software and systems as required for support;
Recommends utilization of software to improve workflow and efficiency for day-to-day problem
resolution;
Communicates with system users concerning systems modifications, anticipated downtimes, and
procedure changes;
Documents and forwards recommended system modifications to supervisor;
Maintains current knowledge of known technical issues and appropriate solutions, information
systems and all changes completed or in progress to share with system users;
Performs set up and installation of hardware and software and participates in system installation
and testing;
Performs computer hardware and printer repairs;
Supports ancillary audio/visual equipment;
Performs asset management by maintaining detailed current records on each customer and asset.

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES, AND PERSONAL
CHARACTERISTICS: Good knowledge of operating systems, networking and packaged
application concepts; Good knowledge of automated information systems maintenance and
minor repair procedures and techniques; Good knowledge of the use, operation and maintenance
of data communications equipment and peripherals; Working knowledge of the function, design,
development and use of information systems; Ability to maintain current knowledge of
technology trends and best practices; Ability to reason with a high degree of logic; Ability to
communicate effectively with all levels of personnel; Ability to explain and demonstrate the use
and capabilities of information systems; Ability to work well under time constraints and to
produce effective results; Ability to acquire a broad knowledge base across a wide range of
software, hardware and network services and products; Ability to apply information systems
knowledge to solve problems; ability to establish and maintain effective working relationships
with a diverse constituency; Ability to work well with others; Customer service skills;
Creativity; Accuracy; Dependability; Courtesy; capable of performing the essential functions of
the position with or without reasonable accommodation.
MINIMUM QUALIFICATIONS:
A. Possession of a Bachelor’s Degree* in Computer Science, Information Systems, or
related field; or
B. Possession of an Associate’s Degree* in Computer Science, Information Systems or
related field and
one year of technical customer service experience which included desktop, hardware,
network and software problem resolution; or
C. Graduation from high school or possession of a high school equivalency diploma and two
years of technical customer service experience which included desktop, hardware,
network and software
problem resolution; or
D. An equivalent combination of training and experience as defined by the limits of A and C.

NOTE*: Your degree must have been awarded by a college or university accredited be a
regional, national or specialized agency recognized as an accrediting agency by the U.S.
Department of Education/U.S. Secretary of Education. If your degree was awarded by an
educational institution outside the United States and its territories, you must provide independent
verification of equivalency. A list of acceptable companies who provide this service can be
found on the Internet at http://www.cs.ny.gov/jobseeker/degrees.cfm. You must
pay the required evaluation fee.

NOTE 2: Verifiable part-time and/or volunteer experience will be pro-rated toward meeting the
full-time experience requirements.