PC Technician II

Fort Worth, TX, United States

Description

I) Job Purpose

A) As a member of the Technical Support team, this position is to provide a high quality customer service experience to the employees and partners of MHMR of Tarrant County. This requires the effective use of both technical and interpersonal skills. To provide the technical skills required to install, maintain, troubleshoot and upgrade computer hardware, software, personal computer networks, peripheral equipment and electronic mail systems; assess user training needs and train users in effective use of applications; make recommendations regarding hardware and software acquisitions; prepare documentation and provide user assistance to MHMR; and perform related work as required.

II) Essential Functions

A) Install, configure and upgrade operating systems and software, using standard business and administrative packages; may modify specific applications for use in operational departments. Install, assemble, configure and troubleshoot computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pull cables and rewire or direct the rewiring of cables as required for new installations and office reconfiguration. Administration of network printing for all platforms.

Performance Requirement(s):

98% successful installations and/or upgraded equipment and software.

Timeliness of equipment or peripheral installation or related task completion is 100% compliant with help ticket time frame.

98% stability of the networks

Review security and virus protection weekly.

B) Troubleshoot problems with computer systems, including troubleshooting hardware and software, email, network and peripheral equipment problems; make repairs and corrections where required. Contact vendors as necessary to resolve problems. Act as a technical resource in assisting users to resolve problems with equipment and data; implement solutions or notify outsource providers as required.

Performance Requirement(s): 100% compliance with help ticket time frame.

98% accurate problem resolution.

95% customer satisfaction with support provided.

C) Develop and maintain documentation of software and hardware installation procedures. Maintain and reconcile fixed asset records for all IT related hardware and software for MHMR of Tarrant County in the asset tracking database. Prepare standardized reports for assisting departments in reconciling and budgeting equipment needs.

Performance Requirement(s): Timeliness of delivery regarding the documentation for installation of software.

100% accuracy of the network hardware and software inventory.

Timeliness of delivery regarding IT related inventory reporting.

Accuracy of software license count and assignment to end users reporting.

D) Assists in the implementation and deploying of new hardware and software projects, including computer systems, peripherals, network, and software installations.

Performance Requirement(s): 100% compliance meeting project schedule time line.

Timeliness and accuracy of documentation.

95% customer satisfaction with support provided

E) Assist in instructing MHMR staff in the use of standard business and administrative software, including work processing, spreadsheets and database management; provide instruction or written documentation where required.

Performance Requirement(s): Quality of instruction and documentation provided.

100% compliance with help ticket time frame.

98% accurate problem resolution

95% customer satisfaction with support provided

F) Assists in collection and distribution of use information. Assists with the administration of network printing on the AIX/UNIX platform and Microsoft server platform.

Performance Requirement(s): 98% SLA for data transmission and application operation.

On time delivery of reporting as based on system availability.

G) Responsible for status reporting of assigned tasks to the Project Manager on a weekly basis.

Performance Requirement(s): Submits weekly status reports on time 100% of the time.

H) Perform any tasks necessary to support the goals and objectives of MHMR.

Performance Requirement(s): Meets requirements of tasks as determined by supervisor.

III) Knowledge of Laws, Policies/Procedures, Skills, and Abilities Knowledge of and experience with personal computers, network devices, terminal server, bridges and network boards.

Thorough knowledge of basic computer sciences and applied skills and abilities for: Diagnosing and resolving LAN/WAN problems.

Setting up and rebuilding clients

Administering server directory, structure authentications, permissions and shares

Administering access rights and maintaining database performance

Resolving Help Desk issues

Configuring new servers/clients

Demonstrate knowledge in user administration, firewall and router configuration, Microsoft Office suite support, Windows NT, 2000, XP, exchange management and NetWare administrative and system utilities, Cisco switches and routers.

Experience with current technology related to MHMR applications, networks and telecommunications.

Ability to organize own work, set priorities and meet critical time deadlines. Knowledge and experience in connectivity and communications protocols.

Experience with cabling systems, hubs and routers.

Maintain confidentiality.

Use initiative and independent judgment within established guidelines and procedures.

Able to work as a team member to advise and resolve IT issues.

Techniques for explaining technical concepts and procedures to non-technical users.

Self-starter who is able to work online or offline hours with minimal or no supervision.

Working knowledge of health care and information systems.

Ability to work cooperatively with all levels of staff.

Ability to respond to common inquiries or complaints from customers.

IV) Internal & External Customer Service

This position requires extensive internal and external contacts with all levels of management and field personnel. The employee will accomplish this with advanced written verbal skills. External: Vendor management and technical personnel; Consultants; Personnel form other MHMR offices

Internal: Executive Management; Senior Management; MHMR Staff; Programmers

V) Travel

This position requires driving to and from locations for work and/and may require overnight traveling. Employees are required to have a license in good standing and be able to be covered by agency liability insurance. If personal vehicle is utilized for work travel, then maintaining personal auto insurance coverage is required.

Minimum Requirements

Required Education

High School Diploma/GED

Required Experience

Four (4) years

Defined Experience

Computer hardware, software and peripherals

Substitutions

Associate's Degree in Computer Sciences and two (2) years Computer hardware, software and peripherals experience

Required License

Valid Texas driver's license with an acceptable driving record.

Must provide license (if applicable) and official documentation of all educational attainment i.e. Transcript/Degree/Certificate

Supervisory Experience

None

Testing Requirements

Pre-employment tests including drug and TB Screening, Physical Exam including balance and lift test.

Satori Alternatives to Managing Aggression (SAMA) Protection

Lifting Requirements

25 Pounds

Our Benefits:

Our total rewards program offers benefits* to full time employees beginning 1st of the month following hire date including but not limited to:

• Comprehensive healthcare options (Medical, Dental, and Vision)

• Life insurance and additional supplemental accident and hospitalization plans

• 401a match and 457 deferred compensation plans

• Paid vacation and holidays; varied flexible work environment locations

• Annual tuition reimbursement program

• Student Loan Forgiveness

• Professional development programs and training

• And more.....

Insurance eligibility:

• Full time employees begin 1st of the month following hire date

• Market driven positions (full time or part time) begin immediately after hire date

• Select part time market driven positions are eligible for most insurance plans

• Substitute status jobs are not eligible for benefits

For more information, click here.

Additional Information

*MHMR of Tarrant County ("MHMR") and its affiliates and subsidiaries have an internal recruiting department. MHMR may supplement that internal capability from time to time with assistance from temporary staffing agencies, placement services, and professional recruiters herein after referred to collectively as "Recruiters"). Recruiters are hereby specifically directed NOT to contact MHMR employees directly in an attempt to present candidates - MHMR recruiting team or other authorized MHMR personnel must present ALL candidates to hiring managers. For more information please visit our website www.mhmrtc.org