Customer Tech Specialist- Senior

Northern Light Health Home Office | Bangor, ME, United States

Posted Date 7/14/2021
Description

Northern Light Health

Department: IS Support Services

Position is located: Northern Light Eastern Maine Medical Center

Work Type: Full Time

FTE: 1.000000 (40 hours per week)

Work Schedule: 8:00 AM to 4:30 PM

Summary:
The Senior Customer Technologies Specialist deploys, maintains, troubleshoots and repairs a variety of customer hardware and software throughout EMHS. 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. Expected to function with a very high degree of autonomy and self-direction once assigned work.

  • Responsibilities:
  • 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.
  • Acts as a back-up for certain departmental leadership functions.
  • Contributes to a positive team atmosphere that supports EMHS values.
  • Leads by example.
  • Actively maintains education and cross-training on all departmental areas of expertise.
  • Maintains required certifications and attends training when available and appropriate.
  • Strives to continuously build knowledge & skills through a self study program
  • Embraces new challenges.
  • Creates, follows, maintains and updates as necessary documentation and checklists to ensure efficiency and consistency.
  • Assists management in identifying opportunities for process improvement within and without the department.
  • Uses routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer.
  • Adheres to deadlines and communicates risks and issues as far in advance as possible.
  • Maintains detailed and accurate records in workload management, asset management and administrative applications.
  • Acts as liaison for affiliates and external organizations with which we maintain a relationship
  • Leads complex inter-and intra-departmental committees and groups.
  • 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 work requests and projects.
  • Participates in the orientation of new team members.
  • Considers impact on greater systems, members and departments in course of work.
  • Works conscientiously to minimize cost and time requirements in all areas of departmental responsibility.
  • The Senior Customer Technologies Specialist deploys, maintains, troubleshoots and repairs a variety of customer hardware and software throughout EMHS. 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. Expected to function with a very high degree of autonomy and self-direction once assigned work.
  • 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. As assigned by leadership, may direct other staff in the coordination of projects.
  • 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 complex work requests and projects. Oversees the orientation and mentoring of junior team members. Participates in on-call rotation.
  • Adheres to all EMHS and departmental policy and procedure. 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 complex inter-and intra-departmental committees and groups. Represents the team on complex projects.
  • Assists management in identifying significant opportunities for process improvement within and without 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.
  • Acts as liaison for affiliates and external organizations with which we maintain a relationship.
  • Provides account management and other administrative support on Microsoft Windows Server environments.

Other information:

• Bachelor Degree preferred.

  • Ability to obtain A+ certification within 1 month.
  • Ability to obtain Lenovo certification within 1 month.
  • Ability to obtain MCSA within 1 year.
  • Ability to obtain Project+ certification within 1 year.
  • 8 years relevant computer-related experiencerequired; 10 years preferred.

  • Advanced experience with the deployment, repair and maintenance of typical customer computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners.
  • Advanced experience with the deployment, repair and maintenance of typical customer software such as the Microsoft Office Suite and Windows operating systems.
  • Intermediate knowledge of general networking and customer/server concepts.
  • Can complete complex work requests, issues and projects with minimal supervision.
  • Experience with utilization of the Internet, Intranets, remote access issues and principles of network operating systems.

  • Must be able to work and think independently.
  • Must be willing to travel by air and ground.
  • Tolerance for frequent interruptions.
  • Must be able to speak and communicate clearly and effectively.
  • Must be able to hear speech.
  • Must be able to adapt to frequently changing work priorities.
  • Must be able to travel to various EMHS sites.
  • Participate in periodic on-call rotation.
  • Must be able to lift, etc.

• Works in a normal office environment, requiring the ability to frequently respond to unpredictable situations.

Competencies and skills:
Essential:
* 8+ years of relative experience required.
* Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
* Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.
* Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
* Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.


Working conditions:
Essential:
* Need to drive to perform responsible duties.
* Lifting, moving and loading less than 20 pounds.



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

Geographic Region
Midcoast
Industry
Healthcare | Information Technology

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