Breakthrough

Provides installation, configuration, and/or break/fix support as requested. Provides accurate, timely and creative solutions to customer computer and networking problems of moderate to complex nature to ensure end-user productivity. Participates in the evaluation of new technology and assists with equipment evaluation and standards as directed by leadership. Interact effectively with network services, application support teams, server administration and/or applications development to restore service and/or identify and correct core problem. Manage parts and inventory on hand to maintain appropriate stocking levels. Completes documentation on daily basis to maintain service, configuration, and/or installation history. Participates in the planning and implementation of electronic environment equipment upgrades, installations, pilots and relocation projects. Provide feedback and data to ensure quality metrics are met and maintained regarding performance of hardware utilized across the institution. Participates in institutional and clinical projects to support patient safety, LEAN and/or Quality Academy initiatives, and standard services across the enterprise as directed by leadership. Serves as technical expert to maintain knowledge management system which houses technical documentation to carry out duties needed to complete service installation, configuration, and/or break/fix requests. This position may require individuals to be competent and certified in various types of manufacturer's equipment. May require overtime and on-call participation.

High School / GED plus 4 years of professional customer service work experience supporting PC and/or Macintosh equipment. Skills must include knowledge of Operating Systems and configuration, hardware configuration and software installation. OR Associates degree plus 2 years professional customer service work experience supporting PC and/or Macintosh. OR Two years technical school training in Computers, Technology, Electronics or a related field plus 2 years professional customer service work experience supporting PC and/or Macintosh Skills must include knowledge of Operating Systems and configuration, hardware configuration and software installation. OR Bachelor’s degree and skills including knowledge of Operating Systems and configuration, hardware configuration and software installation. Incumbents will possess good organizational skills as well as good written and oral communication skills.
Maintains strict confidentiality of information and exhibits good customer service skills, including the ability to work as a collaborative team member. Understanding of and has demonstrated the ability to use ticket tracking software and related tools for documentation of operations. Possess flexibility with workloads to accommodate special projects or requests and high priority orders. Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.) in order to provide evaluation of customer requests to match needs with appropriate IT solutions (hardware or software). Must be able to tolerate bending, stooping, kneeling, squatting, and working with his or her arms above shoulder level.
Must be able to lift seventy-five pounds or more. Must be able to distinguish colors. Four years of experience in a customer service position. Certifications in at least one of the following areas: A+ Certification IBM, Dell, Apple, HP computers (or current Mayo Clinic standard); Zebra, Lexmark, or Hewlett Packard printers (or current Mayo Clinic standard); Microsoft Operating Systems; Apple Operating Systems or associated certifications for specialized equipment support; Mayo Bronze Level Certification. Valid driver's license