Customer Support Specialist
Company: Memorial Health System
Posted on: January 15, 2022
Analyzes end user needs and requirements; aligns solutions to those
requirements. - Installs, operates and monitors PC software and
Education and/or Other Requirements
Associate or Technical degree in electrical or electronics
engineering or equivalent is required. - Minimum of three years
experience with microcomputers and microcomputer repair is
Must have valid Driver's License.
This position is performed within an environment of minimal
exposure to irritating, unpleasant, or hazardous elements or
To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. - The requirements
listed below are representative of the knowledge, skill, and/or
ability required. -
Must have excellent communication and organizational skills. - Must
possess a positive attitude and the ability to train others
effectively. - Knowledge of hospital procedures is required.
General Skill Requirements
In addition to the Essential Functions and Qualifications listed
above, to perform the job successfully an individual must also
possess the following General Skill Requirements.
Adaptability - Adapts to changes in the work environment; Manages
competing demands; Accepts criticism and feedback; Changes approach
or method to best fit the situation; ability to work with
frustrating situations; work under pressure and on an irregular
schedule such as unscheduled overtime, unanticipated changes in
work pace; Works with numerous distractions.
Attendance and Punctuality - Schedules time off in advance; Begins
working on time; Keeps absences within guidelines; Ensures work
responsibilities are covered when absent; Arrives at meetings and
appointments on time.
Communications - Expresses ideas and thoughts verbally; Expresses
ideas and thoughts in written form; Exhibits good listening and
comprehension; Keeps others adequately informed; Selects and uses
appropriate communication methods.
Cooperation - Establishes and maintains effective relations;
Exhibits tact and consideration; Displays positive outlook and
pleasant manner; Offers assistance and support to co-workers; Works
cooperatively in group situations; Works actively to resolve
Job Knowledge - Competent in required job skills and knowledge;
Exhibits ability to learn and apply new skills; Keeps abreast of
current developments; Requires minimal supervision; Displays
understanding of how job relates to others; Uses resources
Judgment - displays willingness to make decisions; Exhibits sound
and accurate judgment; Supports and explains reasoning for
decisions; Includes appropriate people in decision-making process;
Makes timely decisions; ability to work with and maintain
Problem solving - Identifies problems in a timely manner; Gathers
and analyzes information skillfully; Develops alternative
solutions; Resolves problems in early stages; Works well in group
problem solving situations.
Quality - Demonstrates accuracy and thoroughness; Displays
commitment to excellence; Looks for ways to improve and promote
quality; Applies feedback to improve performance; Monitors own work
to ensure quality.
Quantity - Meets productivity standards; Completes work in timely
manner; Strives to increase productivity; Works quickly; Achieves
Concentration - Maintains attention to detail over extended period
of time; continually aware of variations in changing
Supervision - ability to perform work independently or with minimal
supervision; ability to assign and/or review work; train and/or
evaluate other employees.
The physical demands described are representative of those that
must be met by an employee to successfully perform the essential
functions of this job.
Occasional business related travel may be required. Ability to
access all DMH Health Systems building is required.
Light physical effort is required, including standing, bending and
walking. Lifting of equipment and bulk paper (up to 10 pounds) may
be required as needed. Must be able to push and pull at least 5 to
Must have visual and aural faculties sufficient to perform assigned
tasks. Must be able to climb stairways to access remote equipment
rooms and penthouses. - Must be able to crawl on occasion. - Must
be able to climb ladders and work from scaffolding and high ledges
and piping frequently. - Constant standing, walking, pushing,
stooping and bending in performing tasks.
While performing the duties of this job, the employee will be
required to work under pressure with multiple interruptions. -
Ability to adhere to strict confidentiality requirements.
Reasonable accommodations may be made to assist an otherwise
qualified individual in the performance of the job. - In order to
meet the needs of the Company employees may be assigned other
duties, in addition to or in lieu of those described above.
Essential Functions and Job Duties
Analyze end users' needs. - Recommend and deploy effective
solutions that meet those needs.
Analyzes the needs of the computer end user.
Develop solutions that fit within established Service Line
Works on behalf of the computer end user to resolve their problems
Solutions outside of SLA and/or policy are presented to Information
Maintains a working knowledge of the hardware and software used by
Assists in the development of strategy and planning for future
budgeting of microcomputer hardware, including selection of
Recommends improvements in use of microcomputers to IM.
Maintains hardware and software inventory, including license
information, serial numbers, and DMH tag numbers; maintains
documentation on all microcomputer hardware and peripherals.
Performs daily, cyclic and specially assigned tasks; maintains logs
Provides assistance to Systems Analysts with problem resolution and
Provides product support for all microcomputers and associated
peripheral equipment, as well as first call application support for
all software which resides on the workstation.
Installs and relocates microcomputer software and hardware.
Assists Network Analyst with changes or additions to Network, and
with maintaining a current Network connection data base.
Establishes a preventative maintenance program for microcomputer
Supports, distributes, and relocates workstation client software
for hospital and physician users; provides education and
Prioritizes work; uses wise time management practices; ensures
customers expectations are reached and deadlines are met.
Communicates information to coworkers; refers problems
appropriately; documents problems and resolutions.
Works with vendors to identify and correct causes for equipment
Coordinates repair for the department or physician office to
resolve system problems.
Updates knowledge by attending in-service workshops, seminars or
Performs other duties as assigned.
Keywords: Memorial Health System, Decatur , Customer Support Specialist, Other , Decatur, Illinois
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