Customer Technologies Specialist - Intermediate

Job Number 65505
Posted 8/1/2019
Account Northern Light Health Home Office
Department Infrastructure Services
Location || Northern Light Health Home Office - Sebasticook Valley Hospi,
Schedule Regular Full-time
Shift Day
Hours 8:00-4:30
Job Details This Position can be located at Either Northern Light Sebasticook Valley Hospital in Pittsfield, ME. or Northern Light Inland Hospital in Waterville, ME.

Job Summary:

The Intermediate Customer Technologies Specialist deploys, maintains, troubleshoots and repairs a variety of customer hardware and software throughout Northern Light Health. Estimates and oversees projects, complex work requests and tasks, and other technical requests. Evaluates technical products and customer environments and recommends solutions. Provides Tier 2 and 3 support in all areas of the departmental service portfolio. Largely self-directed once assigned work and functions with considerable independence.

Job Functions and Duties:

The Intermediate Customer Technologies Specialist deploys, maintains, troubleshoots and repairs a variety of customer hardware and software throughout Northern Light Health. Estimates and oversees projects, complex work requests and tasks, and other technical requests. Evaluates technical products and customer environments and recommends solutions. Provides Tier 2 and 3 support in all areas of the departmental service portfolio. Largely self-directed once assigned work and functions with considerable independence.

· Provides excellent customer service to all levels of employees including customers, peers, and leadership. Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department. Leads by example. Acts as backup for certain departmental leadership functions.

· Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means. Represents the department and company in a positive and professional manner. Participates in the evaluation and estimation of routine work requests and minor projects. Participates in the orientation of new team members.

· Adheres to all Northern Light Health and departmental policies and procedures. Creates, follows, maintains and updates as necessary documentation and checklists to ensure efficiency and consistency. Uses advanced troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer. Maintains detailed and accurate records in workload management, asset management and administrative applications. Adheres to deadlines.

· Actively maintains education and cross-training on all departmental areas of expertise. Maintains required certifications and prepares and leads training for staff within the department. Leads small inter- and intra-departmental committees and groups as requested by supervisor.

· Assists management in identifying opportunities for process improvement within the department. Assists customers with understanding total cost of ownership issues related to hardware and software.

· Works conscientiously to minimize cost and time requirements in all areas of departmental responsibility.

Education and Experience:

· At least five (5) years' relevant computer-related experience required

· Associate Degree preferred.

· Ability to obtain A+ certification within 3 months of hire.

· Ability to obtain Lenovo certification within 3 months of hire.

· Ability to obtain MTA within one year of hire.

Knowledge, Skills, and Abilities:

· Excellent communication and interpersonal skills, a professional business manner and ability to interact with people of differing professional levels.

· Able to deploy, repair and maintain typical customer computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners.


Equal Opportunity Employment
We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.

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