PC Technician Level II
I. Position Summary:
The PC Technician maintains, analyzes, troubleshoots and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Relies on limited experience and judgment to plan and accomplish goals. Custom configurations are designed. Works under general supervision.
II. Position Relationships:
A. Responsible to: Systems Technology Manager
B. Workers Supervised: None
C. Interrelationships: Works closely with Hospital computer users, other Computer
Support Specialists, Network
Specialists, Systems Analysts,
Operations Analysts and with
Direction by the Systems Technology Manager.
III. Responsibilities and Authorities:
A. Performs other duties as assigned by the department's management staff.
B. As patient care and/or Hospital need dictates, both the assigned shift and work station may be changed by the department.
C. Participates in and promotes the “I CARE Advantage” service philosophy of Integrity, Customer Centered, Accountability, Respect and Excellence.
D. Performs essential job functions with or without reasonable accommodations.
E. Install and Upgrade PC and Network Device Hardware:
• Install the new equipment.
• Prepare the site and develop the work plan for installation.
• Remove old equipment and cabling.
F. Provide Customer Service and Support
• Act as a liaison between groups.
• Ask customers for feedback and share with supervisor to improve the quality of service.
• Gather and confirm trouble ticket information regarding customer needs.
• Work with customers to solve problems and support their needs.
G. Troubleshoot Problems:
• Analyze problems and research solutions.
H. Maintain an attitude of service that treats support customers in a calm, courteous and respectful manner.
I. Demonstrates effective use of time management principles.
J. Provides prompt phone support in the manner defined by IT and the Customer Service standards in relation to the GVALHI philosophy.
IV. Performance Factors Used to Evaluate Employee:
A. Install new equipment.
1. All components and devices are properly connected.
2. Components and devices checked to ensure they are working properly after installing and configured to OEM specifications.
3. The checklist and department’s installation guidelines are followed.
4. Transmissions media (e g, category cable, fiber) are properly installed.
5. Transmission media are tested and meet user and department installation specifications.
B. Prepare the site and develop the work plan for the installation.
1. Appropriate individuals are notified of inventory changes in a timely manner.
2. Departure checklist is reviewed and completed.
3. Installation planning includes ergonomics, safety requirements and environmental impact issues.
4. Inventory of parts include accurate identification, tagging and location.
5. Tools, materials and parts are verified against department’s specifications prior to beginning work.
6. Tools, specialty tools and services equipment, and materials required for installation are determined, assembled and carried to job sites in accordance with company procedures.
C. Remove old equipment and cabling.
1. Analysis performed on dependencies prior to removal of equipment.
2. Cables, wires and connectors are properly removed.
3. Equipment is properly disposed of in accordance with all company procedures and all applicable laws and regulations.
4. Equipment works properly following its move.
5. Move or removal of equipment is completed safely and according to company procedures.
6. Removal of existing equipment is coordinated with customer.
D. Enhances professional growth and development through in-service meetings, educational programs, workshops, conferences, technical literature, etc.
1. Current industry trends are understood and used to solve problems.
2. Product and service knowledge are proactively sought.
E. Act as a liaison between groups.
1. Customer follow-up is conducted to ensure that needs have been met.
2. Work activities among work groups are coordinated.
F. Asks customers for feedback and shares with supervisor to improve the quality of service.
1. Customer feedback is appropriately summarized and presented accurately.
2. Feedback is communicated to appropriate personnel.
3. Work plan is implemented to improve quality of service.
G. Gathers and confirms trouble ticket information regarding customer needs.
1. Customer accounts are accurately accessed to identify customer needs.
2. Customers are interviewed to understand and confirm their needs.
3. User interviews are conducted and the information gathered is accurate, complete and relevant.
H. Works with customers to solve problems and support their needs.
1. Company is professionally represented in a positive manner.
2. Favorable customer relations are maintained.
3. Recommendations are made regarding appropriate products and services that meet customer needs.
4. Status information including date and time of service visit, cost, and time to complete the repair is provided to customer.
I. Analyze problems and research solutions.
1. Alternative solutions are thoroughly researched and documented with steps to reproduce the problem.
2. Alternatives are evaluated against problem characteristics, device usage and configuration.
3. Device specifications and limitations are thoroughly researched.
J. Maintains an attitude of service that treats support customers in a calm, courteous and respectful manner.
K. Demonstrates effective use of time management principles.
L. Provides prompt phone support in the manner defined by IT and the Customer Service standards in relation to the GVALHI philosophy.
• High School diploma or equivalent
• 12 or more credit hours of college-level computer science required.
B. Training and Experience:
Basic knowledge of PC software and hardware. One or more years’ experience in related field.
C. Job Knowledge:
Working knowledge personal computer operating systems and general software. Must be able to communicate to peers, subordinates and upper management in an effective and courteous manner. Requires a high degree of sound judgment, logical thinking and initiative. Must be a self-motivated person and can demonstrate a working knowledge of multiple software applications. Must be able to communicate with peers, subordinates and upper management effectively and courteously. Must be able to use sound judgment and must demonstrate logical thinking and initiative.
V. Unusual Physical Demands and Working Conditions:
A. The following physical activities are spent during a major portion of the day and it is a must that a person is in a physical condition in order to accomplish given tasks.
Activity Percentages of Time
Less than 33% Less than 66% Over 66%
Use hands to finger, handle or feel X
Reach with hands and arms X
Climb or balance X
Stoop, kneel, crouch, or crawl X
B. The job requires that certain amounts of weight be lifted or force be exerted as noted in the following chart.
Activity Percentages of Time
Less than 33% Less than 66% Over 66%
Up to 10 pounds X
Up to 25 pounds X
Up to 50 pounds X
Up to 100 pounds
More than 100 pounds
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