Central Health

Client Software and Hardware Specialist

Req No.
2021-5087
Company
Central Health
Job Locations
US-TX-Austin
Category
Technicians
Type
Regular Full-Time

Overview

The Client Hardware and Software Specialist is responsible for
• creating, automating and maintaining Windows 10 images and imaging process
• creating and implementing automated process for software deployment using SCCM
• providing 2nd Tier user support for workstation, application, peripheral, hardware, software, and service issues through telephone, email communication, and in-person.

Responsibilities

The Client Hardware and Software Specialist MUST:
• Plan, schedule, coordinate, and perform deployment/maintenance of new hardware, software, and network infrastructure for assigned sites/locations
• Act as liaison between the User Support team and the customer for hardware, software, and security issues, requests, and project Work
• Identify, research, and resolve support tickets using User Support tools and processes
• Lead and work on assignments requiring independent action and a high degree of initiative to resolve issues
• Troubleshoot, analyze, and resolve questions involving application bugs, documentation errors, and workflow questions
• Build, install and maintain IT office hardware, including laptops, monitors, docking station, printers, scanners and additional hardware
• Collaborate with other teams within IT
• Perform basic network troubleshooting
• Respond to escalated issues and ensure tickets are closed within User Support defined timeframes
• Help maintain and support client operating systems and end-user software, using remote administration tools
• Assist with validation and testing for ongoing system changes/updates
• Assist with configuration and updates for clinical applications, as needed
• Support telecommunications including staging, building, programming, and deploying phones and supporting users
• Support hardware deployment, including receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices
• Troubleshoot and resolve hardware and software problems on workstations and portable devices
• Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process improvements.
• Travel to other offices/sites/clinics to provide support as needed.
• Log all support issues accurately and in a timely fashion using departmental support tools and processes
• Provide excellent customer service, including taking ownership of site-wide IT related issues.
• Ensure all actions, job performance, personal conduct and communications always represent Joint Tech in a highly professional manner
• Acts as point of contact with vendors to resolve technical problems with desktop computing equipment and software
• Comprehend customer requirements and make appropriate recommendations/briefings
• Assist with tasks for Joint Tech or customer projects
• Scope out equipment and software for customer projects
• Create service-level and other metrics-based reports
• Be able to lift 50 lbs
• Perform other duties as assigned

 

Knowledge/Skills/Abilities:
• Ability to automate imaging, security patching, and software deployment processes
• Ability to troubleshoot high-level and/or complex technical issues related to PC hardware and ancillary hardware, Windows operating systems, Microsoft Office products, remote support tools, Active Directory, and encryption products
• Strong customer service skills
• Ability to exercise patience and professionalism during stressful situations
• Willing to learn and accept challenges and new responsibilities
• Strong attention to detail and accuracy
• Strong analytical and problem-solving abilities
• Ability to perform software demonstrations and demonstrate basic hardware and software functionality to end users
• Excellent verbal and written communication skills.
• Adaptable and responds willingly to change
• Ability to build and maintain strong working relationships with customers, leadership, peers, and team members
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Ability to communicate technical information to individuals with various levels of technical knowledge

Qualifications

MINIMUM EDUCATION:
• Associate’s degree or
• High School Diploma and two or more CompTIA Certifications (A+, Network+, Security+, Server+ in lieu of degree)

PREFERRED EDUCATION:

MINIMUM EXPERIENCE:
• 5 years of practical computer hardware and software maintenance experience
• Experience with Microsoft Excel, Outlook, Word and internet browsing
• Experience working with Microsoft and Mac operating systems (imaging and software deployment) and computer networks
• Experience working with desktops, laptops, and other peripheral devices
• Experience with O365/M365, SCCM
PREFERRED EXPERIENCE:
• 8 years of practical computer hardware/software maintenance experience

 

REQUIRED CERTIFICATIONS/LICENSURE:
• CompTia A+ or NETWORK+ or Server+ Certification/s completed or to be completed within 6-12 months of hire
PREFERRED CERTIFICATIONS/LICENSURE:
• CompTIA Security+ (or similar)

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