Information Solutions Technician

: Corporate · Information Technology Ann Arbor, MI Information Technology Full Time

Req # 5570

Job Summary: Responsible for ensuring continuity of voice and data services throughout NorthStar Care Community systems. Also responsible for support of the day-to-day operations of the company's information systems by responding to users' requests for assistance, installing hardware and software, and performing maintenance and repairs to server, computer, printer, voice, and networking equipment.

Essential Functions:

• Responds to staff and partners through direct and phone requests for technical assistance.
• Assesses technical barriers or obstacles that are identified by the user.
• Recommends, coaches, and/or provides assistance and ensures properly functioning equipment and software usage, referring to the appropriate technical resource as needed.
• Routinely diagnoses hardware and software problems and replaces defective components.
• Schedules approved software installation/equipment upgrade as requested.
• Accurately enters all information related to request and resolution into the Help Desk ticketing system and uses project management tools to enter information related to assigned project tasks.
• Installs and configures personal computers, printers, mobile devices and networking equipment.
• Assists IT staff in ordering, assigning, tracking, repairing and inventory management of smartphones, desktops, field devices and all other IT related equipment.
• Ensures systems meet minimum compliance level by implementing proper data protection, antivirus, patching, encryption and backup and recovery procedures.
• Manages projects and/or assists with the implementation of new software, hardware, and other technologies as assigned.
• Assists in monitoring computer networks to ensure that they function within acceptable tolerance levels.
• Evaluates system performance and make recommendations for system improvements where appropriate.
• Maintains accurate documentation of all the Local and Wide Area networks, IT assets, technology incident reports, security attestations and system changes.
• Conducts technical training of staff in the proper use of technical equipment, including smartphones, desktop and mobile computing devices.
• Administers user access to the network and other NorthStar Care Community systems.
• Assists in identifying training needs of staff and partner organizations.
• Assists in supporting issue resolution and maintenance of EMR system.
• Installs Data/Voice cabling as required for minor changes of telephone or computer services.
• Adheres to agency policies and procedures and all regulatory and legal requirements.
• Adheres to defined follow-up protocols for internal and external customers not requiring immediate assistance, but having service needs that must be met and/or are unresolved.
• Maintains appropriate confidentiality of all information that may be accessible through HOM's/Arbor's systems.
• Participates in individual, team, departmental and organizational process improvement efforts as assigned.
• Responsive, readily engaging, and courteous with all customers accessing the Help Desk, following through to ensure resolution of each request.
• Performs various support and administrative tasks for IT, such as Network/Service Access Requests (NARS), equipment preparation/dispatching/mailing for repair when not otherwise assisting users.
• Researches new technologies the organization may utilize to drive efficiency and performance.
• Maintains knowledge and skills in repair and maintenance of personal computers, printers and networking equipment.
• Utilizes allocated supplies and resources appropriately to ensure business outcomes are met.
• Adjusts to changes in workload and schedules based on changing departmental and organizational priorities.
• Participates in internal and external education, training, in-services and other activities to promote personal and professional growth.
• Adheres to organizational Code of Conduct, policies, procedures, protocols and processes and all regulatory and legal requirements.
• Models the C.A.R.E. Model of Service: courtesy, acknowledgement, response and empathy.

Qualifications:

• Associate's Degree in computer science or a related field or equivalent combination of education and experience preferred.
• Minimum of two (2) years of experience in network, hardware, and application support; previous Help Desk experience required.
• Must possess technical aptitude for learning new and complex systems that will ultimately be supported.
• Must have a very strong customer service orientation with the ability to effectively communicate with users of all levels of technical ability.
• Proven ability to work effectively and professionally with other staff members and as a team player, and the ability to work independently.
• Hands-on experience with Microsoft Active Directory, Exchange, System Center, Skype for Business, Remote Desktop Services and Windows Operating systems preferred.
• Must be able to effectively communicate with support group peers as well as service customers.
• Ability to read, write and speak English fluently.
• Must demonstrate an ability to organize and prioritize all work functions of the position.
• Must possess excellent interpersonal skills, sound judgment, effective organizational, prioritization and follow-through skills, attention to detail, tact, dependability, emotional intelligence and the ability to maintain confidentiality and promote positive, constructive relationships with communication and collaboration at all levels.
• Must be detail oriented with the ability to be flexible.
• Must be able to participate in Help Desk off-hour support “on-call” rotation.
• The physical and sensory demands of the position include: vision, effective speech and hearing for extensive telephone contact; repetitive motion; driving or riding in a motor vehicle; standing, sitting, walking, bending, reaching and stretching; and lifting up to twenty five (25) pounds unassisted.
• Must have reliable transportation. Able to travel with overnight stays when necessary.
• Must be eligible to work in the United States.