Associate IT Support Technician

System West Virginia University Health System is hiring an Associate IT Support Technician for onsite support in Uniontown, PA.

Responsibilities

• Install, maintain, and troubleshoot PC hardware and peripheral components.
• Install and verify software packages, including operating systems and typical office programs.
• Provide end-user training and technical assistance.
• Diagnose and resolve hardware, software, and operator issues.
• Perform basic-to-moderate hardware repairs and refer complex, vendor-restricted, and warranty repairs to authorized service personnel.
• Support end-user workstations including PCs, laptops, tablets, and extensions.
• Troubleshoot, repair, and inspect end-user hardware and software.
• Assess reported workstation issues to identify root cause and recommend remedial service.
• Identify trends related to issues and suggest long-term solutions.
• Answer computer-related questions and deliver on-site end-user training as needed.
• Assist users with IT process navigation, including submitting requests and trouble calls.
• Install and test assigned end-user hardware and software.
• Support devices including PCs, laptops, tablets, printers, IP phones, and mobile devices.
• Provide support for wired and wireless environments.
• Deliver general device-level assistance for network connection inspection.
• Improve knowledge of PC technology and associated software via reading and online training provided by IT.
• Review and document issues, barriers, and risks; escalate items to management.
• Provide project/task coordination services as assigned.
• Participate in joint application and/or technical development sessions.
• Provide status updates on schedules, variances, and outstanding issues to team members and project managers.
• Manage workload while balancing quality with deadlines.
• Complete required documentation for work tasks per policy.
• Assist with controlling project costs and communicate project-related expenses as assigned.
• Suggest ways to better accomplish assigned tasks and meet user expectations and project goals.
• Participate in departmental and project teams as requested; share relevant notes and information with the team.
• Manage expectations and engage management to review and resolve potential changes to project scope or deliverables.
• Participate in post implementation reviews.
• Implement approved changes according to project change control policies and procedures.
• Communicate the nature, significance, and risk factors of corresponding projects to all parties.
• Participate in mentoring, training, and development of other employees.
• Attend training and professional development sessions and participate in departmental teams.
• Travel independently to remote sites and communicate with the team while offsite, if assigned.
• Exhibit objectivity and openness to others’ views, including patients/families and customers.
• Offer assistance and support to co-workers, build positive team spirit, and engage in group problem-solving.
• Proactively resolve conflicts and encourage innovative approaches to problem-solving.
• Engage peers to improve the quality of work.
• May require travel to other WVUHS facilities or affiliated sites for implementations, training, and/or support.
• Adhere to WVUHS policies and applicable entity policies where assigned/employed.
• Accept on-call responsibilities and respond by phone or on-site per Department Policy.
• Serve as a liaison for repair vendors of medical equipment, coordinate service and service contracts, document service, provide preventative maintenance, and perform basic medical equipment repair (may apply to some WVU Medicine sites).
• Other duties may be assigned.

Requirements

• Associate degree in Information Technology or a technical-related field OR two (2) years of personal computer hardware and software support experience.
• May require additional certification related to the responsibilities; certifications will be provided by WVUHS IT.
• Certification completion required within four months of formal certification training completion.
• Internal employees must meet all mandatory competencies in current position to qualify for promotion within IT.
• Must have A+ Certification, CCNA, MCP, or MCSE.
• Ability to handle and maintain confidential information.
• Ability to work well under high stress.
• Ability to work independently or cooperatively as a team member.
• Ability to adapt to various workloads and assignments.
• Ability to work with multi-disciplinary groups and facilitate meetings.
• Must have reading and comprehension ability.
• Must be able to type.
• Good oral and written communication skills.
• Ability to prioritize tasks and make independent decisions.
• Ability to work in a fast-paced, rapidly changing environment; remain flexible.
• Ability to sit for extended periods of time.
• Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, and grasping.
• Ability to respond quickly to visual and audible alarms generated by systems monitoring network devices.

Technology

• Personal Computer (PC), operating systems, typical office programs
• Wired, Wireless
• Network connection
• A+ Certification, CCNA, MCP, MCSE

Schedule

• 40 hours per week

Work Status

• Non-Exempt