Clinical Laboratories of Hawaii, LLP

  • IT Technical Services Technician

    Job Location US-HI-Aiea
    Posted Date 2 weeks ago(6/10/2018 6:00 AM)
    Shift
    40 hrs/wk, Primary: Days, Secondary: Eves
  • Overview

    The Technical Services Technician provides first line support to internal and external clients for all IT Infrastructure and Application related incidents and requests through request tools, emails and telephone calls. Assigns tickets to the appropriate technology support groups and track them to closure. Advises and assists users in solving problems related to hardware, software, networks and peripherals using available technology. Studies and analyzes systems needs, troubleshoots technical problems and trains users. Advises users on the interpretation of IT reports and report capabilities, limitations, etc. Provides user support, new hire system setups, group metrics and desktop/laptop software evaluations and upgrades. Provides quick response to ensure maximum uptime of all users and performs end user training when necessary.

    Responsibilities

    Essential Functions

     

    Under limited supervision, and in accordance with Company policies, procedures and guidelines, this position:

     

    Technical Support:

    • Provides immediate response to technical questions and problems related to hardware, network or application related issues.
    • Quickly determines the scope and urgency of reported problems.
    • Strong ability to diagnose and troubleshoot problems encountered between personal computer hardware, software and peripherals.
    • Good understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment.
    • Assists in diagnosing and troubleshooting network connectivity and network printing issues.
    • Works with vendors and maintenance service providers to diagnose, repair and correct issues for users.
    • Troubleshoots basic to intermediate network issues before escalation to other technical experts.
    • Participates on an on-call basis.
    • Configures and installs personal computer hardware and peripherals.
    • Provide software installation.
    • Proactive engagement with lab and administrative personnel to build trusting relationships.
    • Adheres to safety, confidentiality and legal requirements.

    Training & Education:

    • Provides education on systems to all new employees and existing employees as needed.
    • Applies good understanding of customer service.
    • Strong ability to work with customers of a widely varying skill level and instill confidence in Information Technology.
    • Maintains personal technical knowledge by reading publications and attending continuing education courses.

    Inventory & Repairs:

    • Builds desktop PC and setup peripherals.
    • Performs repairs to hardware, including hard drive, power supply and motherboard replacements, as well as addressing other simple, miscellaneous issues.
    • Performs operation maintenance on the mission critical systems (i.e., backup, cleaning, etc.)
    • Participates in process improvement projects
    • Adheres to confidentiality, safety, compliance, and legal requirements
    • Maintains consistent and reliable attendance and complies with company guidelines on attendance
    • Performs other duties as assigned  

    Physical Capabilities

    •  Light to moderate physical effort (lift/carry up to 50 lbs.)
    • Occasional reaching, stooping, bending, kneeling and crouching
    • Occasional carrying, pushing, and pulling of objects
    • Frequent, prolonged standing/sitting/walking
    • Extensive computer work
    • Frequent use of telephone and fax
    • Occasional travel required to interact with Division personnel and/or attend meetings or educational training

     

    Working Environment

     

    • Air conditioned office in client services department
    • Sufficient noise and interruptions to cause distraction
    • Frequent exposure to video display terminals and computers
    • Subject to electrical and radiant energy hazards
    • May be subject to irregular hours

     

    Skills/Abilities/Competencies

     

    • Strong ability to develop business relationships and communicate effectively with the user community, peers and supervisors
    • Applies good knowledge of processes and resources required to perform analytical and technical tasks on PC systems
    • Experience with help desk or request tracking software
    • Experience producing progress reports
    • Good ability to use data and logic to quickly find solutions to difficult challenges
    • Adheres to schedules and agendas and respects others’ time
    • Adjusts effectively to new work demands, processes, structures and cultures
    • Strong troubleshooting skills
    • Ability to read, analyze, and interpret general periodicals, professional journals, technical procedures, or government regulations
    • Ability to work independently and with little supervision
    • Ability to effectively relay information and respond to questions from groups of managers, clients, customers, and/or the general public
    • Ability to maintain highly sensitive, confidential material
    • Ability to manage multiple projects and analyze complex problems
    • Ability to resolve problems in an ethical and professional manner
    • Ability to make sound business decisions
    • Ability to see things from the customer’s/patient’s point of view and respond in a timely appropriate and courteous manner
    • Ability to work effectively with others and promote positive working relationships
    • Effective oral and written communication skills, excellent organizational and interpersonal skills, and computer literacy required
    • CUSTOMER-FOCUSED: Aware of customer needs; makes decisions with customer in mind; builds strong customer relationships.

     

    • COMMUNICATOR: Proactively conveys a clear, convincing, and timely message; possesses strong verbal, written, and presentation skills.
    • PROBLEM SOLVER: Uses data and logic to quickly find solutions to difficult challenges.
    • BUSINESS SAVVY: possesses business and organizational know-how; understands how to accomplish tasks through formal channels and informal networks.
    • RESOURCEFUL: Knows how to get what is needed; manages time and workloads for maximum efficiency.
    • QUALITY CONSCIOUS: Delivers accuracy and precision in work products; mindful of technical requirements, rules, and standards.
    • TIME-WISE: Prioritizes; respects others’ time; adheres to schedules and agendas.
    • COLLABORATIVE: Works effectively with others to accomplish goals.

     

    Qualifications

    • High school diploma or G.E.D. equivalent
    • Minimum of 2 years of experience providing IT Support in an Enterprise environment
    • Associate degree in Information Technology field or relevant IT certifications preferred
    • Strong understanding of IT Service Management (Incident and request management)
    • Good understanding of Windows Operating System, Personal Computer Hardware, applications and peripherals
    • Strong knowledge of desktops, servers, printers, terminal servers, Xerox Document Management, Telecommunication, telecommunications systems, fax servers, and network devices and ability to identify problems and fixes.
    • Strong networking skills (LAN/WAN/VPN)
    • Good server administrative skills (Physical/Virtual)
    • Successfully pass Company pre-employment drug test and periodic and random thereafter

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