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Customer Support Specialist

Company: Memorial Health System
Location: Decatur
Posted on: January 15, 2022

Job Description:

Analyzes end user needs and requirements; aligns solutions to those requirements. - Installs, operates and monitors PC software and hardware.

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 required.

Must have valid Driver's License.

Environmental Factors

This position is performed within an environment of minimal exposure to irritating, unpleasant, or hazardous elements or conditions.




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 conflicts.

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 effectively.

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 confidential information.

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 established goals.

Concentration - Maintains attention to detail over extended period of time; continually aware of variations in changing situations.

Supervision - ability to perform work independently or with minimal supervision; ability to assign and/or review work; train and/or evaluate other employees.


Physical Demands

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 50 pounds.


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.

Mental Demands

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 Agreements (SLA).

Works on behalf of the computer end user to resolve their problems and issues.

Solutions outside of SLA and/or policy are presented to Information Systems (IM).


Maintains a working knowledge of the hardware and software used by the hospital.

Assists in the development of strategy and planning for future budgeting of microcomputer hardware, including selection of hardware standards.

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 and documentation.

Provides assistance to Systems Analysts with problem resolution and hardware deployment.

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 equipment.

Supports, distributes, and relocates workstation client software for hospital and physician users; provides education and training.


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 failures.

Coordinates repair for the department or physician office to resolve system problems.


Updates knowledge by attending in-service workshops, seminars or classes.


Performs other duties as assigned.

Keywords: Memorial Health System, Decatur , Customer Support Specialist, Other , Decatur, Illinois

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