Associate-Technical Support II

Responsibilities

• Two to four years of hands-on experience in desktop support, field services, endpoint support, or a related technical support role required.
• Demonstrated ability to diagnose and resolve hardware, software, operating system, printer, peripheral, mobile device, and basic network-connectivity issues.
• Experience installing, configuring, imaging, deploying, replacing, relocating, upgrading, and retiring desktop and laptop computers and related endpoint equipment.
• Working knowledge of Microsoft Windows, Microsoft 365 applications, endpoint-management tools, remote-support tools, and enterprise ticketing systems.
• Ability to maintain complete and accurate ticket notes, resolution details, inventory information, and asset-management records.
• Strong customer service, communication, prioritization, and problem-solving skills, with the ability to explain technical information clearly to nontechnical customers.
• Ability to work independently at assigned locations, manage multiple priorities, follow security and support procedures, and collaborate with other Information Services teams and vendors.
• CompTIA A+ certification is preferred; other relevant Microsoft, endpoint-support, or networking certifications are beneficial.
• Ability and willingness to travel to other supported locations as needed to provide onsite technical support, assist with deployments and projects, and meet operational coverage requirements.
• Connect to Promise - Demonstrates a commitment to IU Health's mission, vision, and values by exhibiting behaviors and delivering results that align with the strategic direction of the organization. Ensure IU Health is working toward its vision of improving the health of all Hoosiers by providing the best care for each person as we practice our values of purpose, excellence, compassion and team. Oral Communication - Expresses thoughts, ideas and opinions clearly, fluently and concisely. Listens attentively to others and responds appropriately to questions and comments. Asks appropriate questions in order to obtain information and to determine the needs of others. Comprehends and follows instructions. Follows proper phone etiquette and guidelines per Specialist's job specifications. Ethical Practice - Maintains confidentiality as appropriate, earns trust and respect of others, and exhibits behaviors that express the ethical practice of a healthcare organization. Keeps financial, person information, patient data, etc. extremely confidential as required. Customer Relations - Establishes and maintains respectful working relations with internal and external customers by being courteous and helpful in all interactions. Shows appreciation and respect for customers' needs, expectations and perspectives. Represents one's organization by demonstrating behaviors that reflect an attitude of customer service, responsiveness, and concern. Problem Solving - Proactively and clearly identifies problems or issues and suggests alternative solutions. Uses resources such as other team members, written manuals or work related materials, etc. to creatively address existing or anticipated work problems. Execution - Produces on-time, high-quality work deliverables. Achieves individual and team metrics as applicable. Independent Judgment - Exhibits sound judgment in handling unexpected problems and frequent interruptions that require immediate action or attention. Time Management - Organizes one's own work activities and uses time management techniques to meet deadlines. Adheres to time management policies, such as scheduled breaks, clocking in and out procedures, notification required for paid time off, etc.
• Key Relationships
• Reports to: Manager-Information Services Operations
• Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation, and education, and make Indiana one of the healthiest states.
• IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals, and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics, and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, brings together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.
• Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.
• Connect to Promise - Demonstrates a commitment to IU Health's mission, vision, and values by exhibiting behaviors and delivering results that align with the strategic direction of the organization. Ensure IU Health is working toward its vision of improving the health of all Hoosiers by providing the best care for each person as we practice our values of purpose, excellence, compassion and team.
• Oral Communication - Expresses thoughts, ideas and opinions clearly, fluently and concisely. Listens attentively to others and responds appropriately to questions and comments. Asks appropriate questions in order to obtain information and to determine the needs of others. Comprehends and follows instructions. Follows proper phone etiquette and guidelines per Specialist's job specifications.
• Ethical Practice - Maintains confidentiality as appropriate, earns trust and respect of others, and exhibits behaviors that express the ethical practice of a healthcare organization. Keeps financial, person information, patient data, etc. extremely confidential as required.
• Customer Relations - Establishes and maintains respectful working relations with internal and external customers by being courteous and helpful in all interactions. Shows appreciation and respect for customers' needs, expectations and perspectives. Represents one's organization by demonstrating behaviors that reflect an attitude of customer service, responsiveness, and concern.
• Problem Solving - Proactively and clearly identifies problems or issues and suggests alternative solutions. Uses resources such as other team members, written manuals or work related materials, etc. to creatively address existing or anticipated work problems.
• Execution - Produces on-time, high-quality work deliverables. Achieves individual and team metrics as applicable.
• Independent Judgment - Exhibits sound judgment in handling unexpected problems and frequent interruptions that require immediate action or attention.
• Time Management - Organizes one's own work activities and uses time management techniques to meet deadlines. Adheres to time management policies, such as scheduled breaks, clocking in and out procedures, notification required for paid time off, etc.