Installs and updates computer and device software and hardware components for end users and optimizes the efficiency and effectiveness of computer devices. Evaluates work environments for appropriate network wiring and electrical connections and coordinates the movement of computers and related equipment. Develops end user device implementation and upgrade plans and effectively executes those plans. He/she works with the Lead IT Support Engineer and management to develop designs and plans for the most effective device types and placements. In interacting with end users, the IT Support Engineer will receive user requests and problems, and ensure these are processed in a timely manner. He/she resolves issues with end users' experience accessing applications and technologies, and ensures end users are effectively oriented to optimum use of devices and end user tools and applications. The IT Support Engineer anticipates potential areas of user concern, considering pending changes, potential device and end user software changes. He/she plans for and provides communication to end users and management concerning upcoming changes, and follows up to ensure excellent service. He/she ensures proper configuration of devices according to best practices and BHS standards. Ensures device inventory is maintained, and that devices are securely located and configured. Develops and executes plans for software updates to ensure compatibility and compliance with standards. Develops and provides information and instruction on end user interaction with technology. He/she performs daily operational tasks using consoles and peripheral equipment. The IT Support Engineer also performs routine maintenance on computer and peripheral equipment. He/she participates in department's continuous quality improvement (CQI) activities.

NON-EXEMPT

Able to configure and operate computers and peripheral equipment according to the operating manual; performs basic maintenance and trouble shooting.

Evaluates office environments for appropriate network wiring and electrical connections and coordinates the movement of computers and related equipment. Physically places equipment in desired locations with management authorization and advanced notice and planning with end users.

Recommends replacement schedules and retirement or reallocation of computer system components and end user devices.

Evaluates, recommends, and assist in purchasing, then installs departmental and end user computer system solutions.

Receives user computer problems including personal computer and network hardware and software, e-mail, word processing, ancillary interfaces, mobile devices , mouse, printer etc., and facilitates prompt resolution to problems. Documents problems and findings in tracking system.

Forwards complex problems to appropriate personnel in a timely manner. Helps investigate and analyze potential impact to organization of reported issues. Determines root cause.

Educates users on how to use specific computer functions and hardware, i.e., mobile device use, graphics, printing, general word processing.

Works to ensure smooth on-boarding of new users, including placement and use of equipment.

Confers with programmers, network administrators and analysts to find solutions for computer problems. Documents resolution in knowledge base and educates other IT staff on problem resolution.

Performs operational tasks for remote sites and assists with monitoring network environments for optimal performance and availability.

Communicates clearly and appropriately to Lead or Manager as supervisor; forwards unresolved issues or problems accordingly.

Maintains excellent working relationship within the department and with other departments. Represents IT to end users in a professional and positive manner.

Answers the phone in a professional manner, routes all calls appropriately.

When needed, provides direct support for the Service Desk.

Performs on call duty as required.

Performs other duties as requested.

Adheres to dress code.

Completes annual educational requirements.

Maintains regulatory requirements.

Wears identification while on duty.

Maintains confidentiality at all times.

Attends department staff meetings as required within the department.

Reports to work on time and as scheduled; completes work in designated time.

Represents the organization in a positive and professional manner.

Actively participates in performance improvement and continuous quality improvement (CQI) activities.

Coordinates efforts in meeting regulatory compliance, federal, state and local regulations and standards

Communicates and complies with the Benefis Health System Mission, Vision and Values as well as the focus statement of the department.

Complies with Benefis Health System Organization Policies and Procedures.

Complies with Health and Safety Standards and Guidelines.