PC Tech I
Cheyenne Regional Medical Center
- Cheyenne, WY
- Permanent
- Full-time
- ANCC Magnet Hospital
- 403(b) with 4% employer match
- 21 PTO days per year (increases with tenure)
- Education Assistance Program
- Employer Sponsored Wellness Program
- Employee Assistance program
- Provides front line support and security to end users and VDI systems while managing multiple calls within the call center.
- Maintains incident queues and response times in conjecture with CRMC service level agreements while properly assigning and delegating incidents.
- Provides assistance to fellow technicians with imaging, cleanup, setup and teardown of IT equipment.
- Provides a high level of communication and oversight to customers ensuring the customers' needs are top priority.
- Troubleshoots, repairs and diagnoses hardware/software related issues for PC/Macintosh and mobile devices, escalating more in-depth incidents to upper level technicians and system analysts.
- Creates and maintains step-by-step knowledge documentation within the current knowledge management system.
- Scans and updates computers as needed and directed by the Help Desk Supervisor or IT Management.
- Properly triages and disseminates information during critical system outages.
- Employee's inbound/outbound calls may be recorded without notification and may be listened to during live conversations by authorized users.
- Understanding of networks, software implementation, and regulatory requirements
- Competence in installing and configuration of desktop software applications
- Ability to troubleshoot software issues that may include connections to databases, network issues and conflicts between applications
- Ability to install hardware including printers, scanners, USB devices, displays, cellular devices, tablets, hard drives, network cards, and memory.
- Well defined skills in troubleshooting hardware issues
- Advanced skills in Microsoft Office, Active Directory, and MS Outlook
- Able to work under pressure and with anxious or angry customers
- Personable and customer service oriented
- Resourceful in problem solving
- Ability to interact with many people of differing professional levels
- Ability to be involved in multiple projects simultaneously
- Ability to communicate technical concepts and information in not-technical terms
- Possess a certain degree of creativity and latitude
- Ability to perform data entry
- High school diploma (or Equivalent Certificate from an accredited program)
- Major Industry certification preferred (A+, Microsoft, Cisco, etc.).
- Healthcare experience