STATEMENT OF PURPOSE

Provides front line technical support to Jamestown Regional Medical Center staff, ensuring reliable access to technology required for daily clinical and administrative operations.

JOB FUNCTIONS

• Essential Duties and Responsibilities
• Respond to and resolve end-user support requests. 
• Perform onboarding and offboarding activities (accounts, devices, access, etc.).
• Configure, deploy, and support workstations and peripherals. 
• Troubleshoot basic hardware, and connectivity issues. 
• Document issues, resolutions, and procedures. 
• Escalate issues appropriately following established processes. 
• Performance Expectations
• Reliable and timely ticket resolution. 
• Clear, professional communication with users. 
• Adherence to procedures and documentation standards. 
• Demonstrates willingness to learn and develop technical skills. 
• Core Skills Expected
• PC hardware troubleshooting (laptops, workstations, peripherals). 
• Windows OS Support (Windows 10/11).
• Basic Microsoft 365 support. 
• Printer, endpoint, and user account support. 
• Basic networking (patching, connectivity troubleshooting). 

QUALIFICATIONS/REQUIREMENTS FOR THIS POSITION:

1. Preparation & Training - Associate degree required in Computer Science or Management of Information Systems or related field required.Equivalent experience considered. Certifications preferred CompTIA A+, Microsoft Fundamentals-optional, ITF+.
2. Work Experience - 0-3 years of IT or technical support experience. Prior helpdesk, desktop support, or customer-facing technical role preferred. Healthcare IT exposure is not required. 
3. Attendance - Punctual and regular attendance is an essential responsibility of each employee at JRMC. Employees are expected to report to work as scheduled, on time and prepared to start working. Employees are also expected to remain at work for their entire work schedule.
4. Analytical Ability - Analytical ability is extremely important to assess and resolve the hospital's informational/computer needs and issues, gather and interpret data from several sources, coordinate programs. Needs to exercise a high level of independent judgement in completing specified functions, meeting due dates, establishing priorities, determining deadlines, etc.
5. Independent Judgement - Needs to exercise a high level of independent judgement in completing specified functions, meeting due dates, establishing priorities, determining deadlines, etc.
6. Contact with Others - Job requires social sensitivity and the ability to communicate effectively with all publics. Also requires excellent interpersonal skills in order to train and educate others in the operation of the computer system.
7. Supervising the Work of Others - Job requires responsibility of own work.
8. Responsibility for Welfare of Others - Responsibility would be infrequent with the potential for minor delays with little effect on the long-term physical or emotional well-being of others.
9. Mental / Visual Effort - A high level of mental effort is required as duties involve a wide range of procedures and the ability to exercise good judgement in duties and situations. Must be in good general health and demonstrate emotional stability.
10. Working Conditions - Is subject to frequent interruptions. Participates in and complies with JRMC Safety Management Program. Maintains knowledge of and observes Standard Precautions. Practices aseptic techniques whenever appropriate. OSHA JOB CLASSIFICATION: THIS POSITION IS DEFINED AS A CATEGORY II: Employee does not have exposure to bloodborne pathogens.
11. Physical & Sensory Effort - Frequent sitting is required to accomplish the major responsibilities of this job.
12. Background - A comprehensive background check will be conducted as a 
13. condition of employment for this role. 
14. Drug Screen - A urine drug screening is required for all positions and must be completed within 30 days of the date of hire.
15. Promotion - No Formal line of promotion. 
16. Physical Requirement - These are physical requirements of the position that may be performed as part of daily duties. Inability to meet one or more of these physical requirements will not automatically disqualify a candidate or employee from the position. Upon request for reasonable accommodation, JRMC may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates and the proposed accommodation.

Employee Requirements

• Visual Observation - Frequently 
• Standing - Frequently
• Walking - Frequently
• Sitting - Frequently
• Hands and Finger Dexterity - Frequently
• Reaching with Hands and Arms - Frequently
• Climbing - Occasionally
• Stooping/Kneeling/Crouching/Crawling - Occasionally 
• Hearing/Listening - Frequently
• Tasting or Smelling - Never
• Working Inside - Continuously
• Working Outside - Never
• Working in Extreme Heat - Never
• Working in Extreme Cold - Never
• Working with Hazardous Materials - Never
• Noise - Rarely
• Working in Dirt/Dust - Never
• Driving - Rarely

Lifting / Carrying / Pushing / Pulling:

• Up to 10 pounds - Frequently
• Up to 25 pounds - Frequently
• Up to 50 pounds - Occasionally 
• Up to 75 pounds - Rarely
• Up to 100 pounds - Never
• Over 100 pounds - Never