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Location: University Hospital - Main Campus
Department: Computer Services
Schedule: Full Time
Shift: Day/Evening
Pay Grade: 14
Contact Information:
Job Details:
  • High School Diploma or GED
  • 1+ year of experience
    • Job Summary
      • Provides operational and technical assistant to customers and Information Systems support staff. Operates computer consoles of all supported systems and monitors systems performance through consoles and various monitoring tools. Using independent judgment, analyzes problems to determine business impact and appropriate service priority level. Analyzes computer operations problems and takes corrective action or seeks assistance. Has complete responsibility for all security, safety and environmental systems located within the University Health central-site computer facility. Is the primary mainframe operations liaison between University Hospital and the service contractor.
      • Performs data security functions and procedures necessary to ensure the security and safety of information systems assets and to protect systems from intentional or inadvertent access or destruction. Follows and enforces data security procedures and policies in the areas of remote access, auditing and monitoring of information systems.
      • Interprets and qualifies customer requests for technical assistance via telephone, electronic means and direct contact, often serving as a point of contact for customer service requests for support. Works in a complex, distributed, heterogeneous, computing environment that involves multiple types of peripherals, hardware platforms, operating systems and applications. Must be able to assist in diagnosing, troubleshooting and correcting operational, network and remote access problems. Takes actions based on skills and established procedures or coordinated efforts with others to effectively resolve communicated issues. Performs administrative duties associated with the mainframe and computer operations.
    • Qualifications Required
      • Education:
        • One-year technical training or two years experience in a directly related support role required. High School or GED required. Associate's degree in Information Science preferred.
      • Licensure/Certification:
        • N/A
      • Experience:
        • Must have a good understanding of computer hardware, software and communication support environments. Minimum of one year experience in troubleshooting and problem resolution in a computer related environment. Strong administrative skills. Experience in a hospital setting highly preferred but not required.
      • Knowledge, skills, abilities:
        • Must be able to perform Data Center tasks as described in this job description.
        • Ability to interpret and qualify customer requests for technical assistance, analyze problems to make logical decisions, and effectively communicate reported problems to other support personnel.
        • Ability to determine if the problem is hardware, software, procedures or personnel and take the necessary steps to rectify the situation.
        • Ability to effectively train new Operations and Security Support Specialists on all associated responsibilities.
        • Ability to work closely with customers and train them in the use of their desktops and applications.
        • Ability to interact with others in a positive manner, avoiding placing blame, and focusing on resolving the issue at hand to the satisfaction of the customer.
        • Ability to communicate ideas and techniques that may be different than those expressed by other team members in order to achieve a team goal.
        • Ability to react quickly to required changes in procedure, environment, tasking, etc. and implement and coordinate such changes effectively.
    • Physical Demands
      • Good physical condition. This position may require transportation and installation of equipment and materials weighing up to 60 pounds. May be called upon to install Data Center equipment and lay network cables. May be required to climb ladders. May be called upon to sit, stand or walk for prolonged periods of time.

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