General Summary

Provides “Tier 1” hardware and software support for an unlimited number of end users.  Under general direction, advises and assists users in problem-solving activities using information system applications.  Participates in network maintenance and support activities such as hardware installations, software installations, system monitoring and back-ups, establishment of user accounts, background job runs, report deliveries, etc.   Interacts with network and application teams to restore service and/or identify and correct core problems and training needs.  May work on simple applications for departmental use or participate in other projects within the organization.  Maintains high level of technical skill in field of expertise.

Consistently demonstrates support of the SRAlab statement of Mission and Philosophy by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.

Principal Responsibilities

1. Primary responsibility is to provide first tier end-user support via telephone in ACD Help Desk Environment.
2. Secondary responsibility is to provide face-to-face support to end-users as directed by the Manager, IS Operations.
3. Works with users to solve problems with available technology including hardware, software and peripherals.  May simulate or recreate user problems to resolve operating difficulties.
4. Performs daily system monitoring and backups
5. Installs hardware, software and peripherals.  Troubleshoots basic hardware and software problems.
6. Performs general tasks to aid in the ongoing support of the client server environment.
7. Documents all user interactions per established procedures in Remedy help desk software.
8. Manages and documents resolutions in assigned Remedy work queue to ensure that issues are resolved in a timely manner and appropriate trouble ticket documentation is captured.
9. Maintains an adequate inventory of the network components (including software), spares and parts used in repair work.
10. Recommends system and process modifications to reduce user problems and improve customer service.
11. Performs general maintenance.
12. Prepares status reports for all work performed per established routines and procedures.
13. Provides superior customer service
14. Ability to transport and move PCs, printers, and related hardware weighing up to 30 pounds.
15. Perform all other duties that may be assigned in the best interest of SRAlab.

Reporting Relationships

Receives direction from IS Operations Manager on work priorities and daily assignments.