Manager, Category Management - Facilities

JOB SUMMARY
Provides first-line user and technical support and delivers quality customer service to KDMC IST customers. Receives requests, analyzes and diagnoses hardware and software problems, resolves problems, and answers questions. If necessary, directs inquiries or escalates problems to the appropriate team member. Responsibilities include configuring, installing, monitoring, and maintaining KDMC desktop, laptop, printer, approved peripherals and server-related hardware/software and operations. Serves as a liaison with KDMC end-users regarding desktop, laptop, printer, approved peripherals and server equipment needs and/or problems.

DUTIES AND ESSENTIAL FUNCTIONS
Provides end user support and delivers quality customer service to KDMC Service Desk customers by:

Evaluating and prioritizing all requests from the IST Service Desk ticket system and providing in-person and/or remote support.
Interviewing the customer to gather information about their questions and/or problems. If appropriate, leading the customer through procedures to diagnose the problem.
Utilizing problem management databases and Service Desk systems to troubleshoot service problems and provide technical support.
Determining the source of the hardware, network or application question or problem. Then researching, isolating, analyzing, troubleshooting, providing a solution, and following up to ensure resolution.
Logging and tracking requests, using the IST Service Desk ticket system and thoroughly documenting all resolution activity. Populating the IST knowledge base with solutions to common problems.
Providing information to the appropriate IST team member for use in eliminating recurring problems. Also, documenting the information in the IST knowledge base.
Serving as IST customer liaison by interacting with customers at their work sites as assigned.

Provides end user support concerning hardware and software needs by:

Installing and configuring new and replacement devices such as PCs, laptops, thin clients, etc.
Installing approved software on new devices and providing additional training when it is appropriate.
Installation of network equipment in conjunction with other IST team member.
Maintaining proper documentation according to established departmental policies and procedures.

Provides essential support to Information Services and Technology by:

Providing incident history and occurrence information and reports to IST team member.
Working with Field Service Technicians II and III to diagnose and resolve unusual incidents.
Communicating work-around solutions to IST team member.
Providing go-live support when required.
Performing more advanced security functions, as assigned, following KDMC security processes and procedures.

Resolves or troubleshoots problems and provide maintenance for approved computing devices by:

Contacting end users in order to diagnose and resolve device issues.
Determine the steps needed to correct the issue. Also may serve as a liaison between a third party vendor and the end user to resolve issues.

EDUCATION/LICENSE/CERTIFICATION/OTHER REQUIREMENTS
Minimum requirement:
High school diploma or GED
1 year of applicable experience
Technical skills and knowledge of computer systems, operations, and peripherals.

Preferred qualifications:
One to two years of vocational technical school or college-level courses in Computer Science.
One to two years of related computer operations experience.
Experience supporting end users over the phone.

WORKING ENVIRONMENT
Works indoors in an office/clinic setting
The noise level is usually moderate
Some noise from equipment and varying temperature settings (due to the air conditioning requirements) while working in the data center.

PHYSICAL DEMANDS
Constantly required to maintain a stationary position behind a computer.
Frequently required to move about inside the department.
Constantly required to communicate telephonically and face to face with colleagues and customers.
Constantly required to operate a computer and telephone.
Constantly required to lift and/or move up to 10 pounds.
Frequently required to lift and/or move up to 25 pounds.
Occasionally required to lift and/or move up to 50 pounds
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception

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