Help Desk Field Technician - Archdiocese of Philadelphia

Help Desk Field Technician

Purpose of the Job Position

The primary purpose of the job position is to plan, develop, test, modify, document and support computer programs; applying your independent judgment and knowledge of programming techniques and computer systems, and as may be directed by the Associate Chief Information Officer.

Delegation of Authority

As the Help Desk Technician, you are delegated the administrative authority, responsibility and accountability necessary for carrying out your assigned duties.

Job Functions

            Every effort has been made to make your job description as complete as possible.  However, it in no way states or implies that these are the only duties you will be required to perform.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is the logical assignment to the position.

DUTIES AND RESPONSIBILITIES

• Be knowledgeable of, and to implement the mission and philosophy of the organization within the scope of responsibilities.
• Provide telephone and desk-side support for all computer-related issues.
• Must troubleshoot, repair and/or restore all problem hardware, software and peripheral devices by using knowledge and best judgment to determine the nature of the problem and develop a solution to obtain desired results.
• Must have and apply a working knowledge and experience using the current version of Microsoft Windows and Microsoft Office in addition to the previous 2 versions of Microsoft Windows and Office.
• Must apply many different troubleshooting such as root cause analysis, systems analysis techniques and process analysis.
• Technician will need to consult with users, to determine optimal hardware, software and system functional specifications and perform necessary modifications. 
• Must perform basic networking functions such as user and printer management and implement end user security parameters.
• Maintain records of daily activities, issue problems, remedial actions, installations and outcomes.
• Must monitor and optimize the performance of computer-related hardware, software or peripheral devices as needed or directed by the Associate Chief Information Officer.
• Provide or arrange set-up and installation of new products or software and remove unneeded equipment.
• Communicate with other members of IT staff on all activities and developments.
• Stay abreast of current technology and provide product and system recommendations to IT staff.
• Assist in creation, updating and ongoing monitoring of an accurate inventory and solutions database.
• Must maintain the schedule of work orders that are assigned to them by the Scheduling Coordinators. Report any/all scheduling difficulties to the Associate Chief Information Officer.
• Provide user support as needed, which may include after-hours support.
• Perform any other task or responsibility as directed by Management of Office of Information Technology.

Staff Development

• Attend and participate in in-service educational classes and on-the-job training programs as directed.
• Attend and participate in workshops, seminars, etc., as approved.
• Acquire specialized training and/or certification in relevant subject matter, on a yearly basis.  

Safety and Sanitation

• Follow all established safety procedures and precautions when operating office equipment.
• Report equipment malfunctions or breakdowns to your supervisor as soon as possible.
• Report all unsafe/hazardous conditions to your supervisor immediately.

Equipment and Supply Function

• Ensure administrative supplies have been replenished in work areas as necessary.
• Assure that work/assignment areas are neat, clean and office equipment is covered before leaving such areas on breaks, end of workday, etc.

Resident Rights

• Follow and uphold to Health Insurance Portability and Accountability Act (HIPAA) mandated guidelines.
• Maintain confidentiality of all pertinent resident care information to assure resident rights are protected.
• Assure that the residents’ rights to fair and equitable treatment, self-determination, individuality, privacy, property and civil rights including the right to file complaints are followed.

Miscellaneous

• Demonstrates flexibility in meeting staffing needs and emergencies.
• Reports to work on time.
• Demonstrates high standards of attendance.

Education/Experience

• Minimum High School graduate with up to eighteen (18) months of specialized training in basic principles or techniques in computer technology.
• Minimum one-year experience with computers and high comfort level in using computer technology.
• Excellent verbal and written communication skills; excellent interpersonal skills.
• Detail oriented and excellent organizational skills.
• Demonstrated good judgment and decision-making ability; exercises discretion and independent judgment.
• Experience in and comfort with leading groups and teams.
• Ability to perform well under pressure; patience and diplomacy.
• Ability to establish and maintain effective working relationships with other Secretariat programs/services, other Archdiocesan offices, regulatory agencies, and other public and private agencies.
• Cultural sensitivity and ability to relate well and effectively in a diverse workplace and with a diverse client population.
• Valid driver’s license; position requires travel throughout the 5-county area.

Skills and Abilities

• Excellent verbal and written communication skills; excellent interpersonal skills.
• Detail oriented and excellent organizational skills.
• Demonstrated good judgment and decision-making ability; exercises discretion and independent judgment.
• Experience in and comfort with leading groups and teams.
• Ability to perform well under pressure; patience and diplomacy.
• Ability to establish and maintain effective working relationships with other Secretariat programs/services, other Archdiocesan offices, regulatory agencies, and other public and private agencies.
• Cultural sensitivity and ability to relate well and effectively in a diverse workplace and with a diverse client population.
• Valid driver’s license; position requires travel throughout the 5-county area.

Working Conditions

• Works in office areas as well as throughout the facility.
• Sits, stands, bends, lifts and moves intermittently during working hours.
• Is subject to frequent interruptions.
• Works beyond normal working hours on weekends and holidays; as necessary.
• Attends and participates in continuing education programs.
• Is involved with residents, family members, personnel, visitors, government agencies/personnel, etc.
• May be exposed to infectious waste, disease, conditions, etc., including the potential exposure to the AIDS and Hepatitis B viruses.
• Communicates with other department supervisors.
• Maintains a liaison with the residents, their families, support personnel, etc., to assure that the residents’ needs are continually met.

Physical and Sensory Requirements

(With or without the aid of mechanical devices.)

• Must be able to move intermittently throughout the workday.
• Must be able to cope with the mental and emotional stress of the positions.
• Must possess sight/hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of the position can be fully met.
• Must be in good health and demonstrate emotional stability.
• Must be able to operate office, business and accounting machines
• May be required to lift up to 50 pounds, push, pull and move residents, equipment, supplies, etc., up to 200 pounds.
• Must be able to assist in the evacuation of residents.