UofL Physicians

  • End User Computing Specialist-Associate

    Job Locations US-KY-Louisville
    Job ID
    2018-6677
    # of Openings
    1
    Category
    Information Systems
    Department
    ULP Information Technologies-Lou
  • Overview

    JOB SUMMARY

    Reporting to the Manager, but under the daily oversight of the Intermediate or Senior Specialist, the End User Computing Specialist - Associate’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.

    Responsibilities

    JOB RESPONSIBILITIES:

    • Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
    • Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
    • If necessary, liaise with third-party support and equipment vendors.
    • Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
    • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, laptops, tablets, printers and related hardware and software in order to deliver required desktop service levels.
    • Assess the need for and implement performance upgrades to workstation boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
    • Collaborate with system/network administrators to ensure efficient operation of the company’s desktop computing environment.
    • Where required, administer and resolve issues with associated end-user workstation networking software products.
    • Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
    • Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by users and/or business managers.
    • Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between workstations and servers, etc.) are in proper working order.
    • Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
    • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
    • Configure, test and troubleshoot mobile devices.

    Qualifications

    MINIMUM EDUCATION & EXPERIENCE:

    • College diploma or university degree in Systems Administration, Computer Science, Information Systems, or related field and 1 years of related experience, or equivalent combination of education/experience.
    • A+ or equivalent is a plus.
    • Excellent communication and presentation skills required.
    • Must project a professional company image through in-person and phone interactions at all times.

    KNOWLEDGE, SKILLS, & ABILITIES

    • Working knowledge of and experience with desktop hardware.
    • Knowledgeable of network and PC operating systems.
    • Knowledge of network protocols such as: TCP/IP, DNS, DHCP, WINS, and SMTP.
    • Able to develop and interpret certain technical documentation for training and end user procedures.
    • Moderate hardware troubleshooting experience.
    • Advanced knowledge of Microsoft Office products, email systems, and other "off-the-shelf" business applications.
    • Ability to deploy and maintain network printing solutions.
    • Good understanding of the organization’s goals and objectives.
    • Knowledge of applicable data privacy practices and laws.
    • Strong interpersonal, written, and oral communication skills.
    • Able to conduct research into networking issues and products as required.
    • Ability to present ideas in user-friendly language.
    • Highly self-motivated and directed, with keen attention to detail.
    • Proven analytical and problem-solving abilities.
    • Able to effectively prioritize tasks in a high-pressure environment.
    • Strong customer service orientation.
    • Experience working in a team-oriented, collaborative environment.

     

    WORKING CONDITIONS

    • Provide after-hours operations and on-call
    • Sitting for extended periods of time.
    • Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components.
    • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

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