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INFORMATION TECHNOLOGY CLIENT SUPPORT TECH III-ENTUAB Medicine • University, Florida, United States
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INFORMATION TECHNOLOGY CLIENT SUPPORT TECH III-ENT

UAB Medicine
  • US
    University, Florida, United States
  • US
    University, Florida, United States
Apply Now

About

INFORMATION TECHNOLOGY CLIENT SUPPORT TECH III-ENT (T237009) To provide accurate and timely IT Client support and services to supported UAB administrators, faculty, staff, and students to include incident resolution and request fulfillment of a moderate to complex nature. To receive, prioritize, document, and actively resolve IT Client service requests and to elevate incidents when considered appropriate and necessary to maintain service-level agreement (SLA) expectations. To restore service and/or identify and correct core problems by interacting with network services, software systems engineering and/or application development. To simulate or recreate user problems to resolve operating difficulties and to recommend systems modifications to reduce user problems. To perform restorative and maintenance actions for hardware, software, network, and operating system issues on supported desktop, laptop, peripheral and other equipment to ensure customer productivity. To deliver service using remote tools or at the customer's location, to resolve issues using basic troubleshooting and technical skills, and to perform defined processes and adhere to standard operating procedures. To maintain accurate information and data regarding incident and request response within the IT service management (ITSM) tool. To provide guidance and training to less experienced technicians. To perform continual service improvement, and to provide assistance to the IT Client Support Supervisors. This position will commit to fostering an environment of heightened security following Information Technology Security Policies and participating in security training, such as Health Insurance Portability & Accountability Act (HIPAA) and Family Education Rights and Privacy Act (FERPA), on an annual basis.
Responsibilities
Respond to incidents for supported IT Clients and systems. Research and attempt remote resolution, and perform onsite troubleshooting and repair if remote resolution is not possible. Escalate incidents to the next level as required, while maintaining ownership of the incident through resolution.
Respond to service requests for supported IT clients and systems. Provide service remotely when possible and otherwise provide onsite delivery of the service. Escalate requests to the next level as required, while maintaining ownership of the request through resolution.
Provide guidance to junior technicians and apprentices, and training to less experienced technicians.
Perform continuous service improvement through developing new and improving existing processes and knowledgebase content.
Maintain accurate information and data regarding incident and request response in the ITSM tool.
Perform other duties as assigned.
(Annual Salary: $47,665 - $77,455)
Qualifications Associate's degree in a related field and three (3) years of related experience required. Work experience may substitute for education requirement.
Preferred Skills
Ability to problem-solve
Ability to train others
Troubleshooting skills
UAB is an Equal Employment/Equal Educational Opportunity Institution dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, sex (including pregnancy), genetic information, age, disability, and veteran's status. As required by Title IX, UAB prohibits sex discrimination in any education program or activity that it operates. Individuals may report concerns or questions to UAB's Assistant Vice President and Senior Title IX Coordinator. The Title IX notice of nondiscrimination is located at uab.edu/titleix.
Primary Location University
Job Category Information Technology
Organization 191202030 Desktop Support Svcs
Employee Status Regular
Shift Day/1st Shift
Work Arrangement Onsite
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  • University, Florida, United States

Languages

  • English
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