Compensation:
Pay Range: $45,395 - $73,770

- Benefits available for eligible positions include: 100% tuition assistance, wellness initiatives, generous paid time off, paid parental leave, Public Service Loan Forgiveness Program eligible employer, plus more. In addition to our many benefits and perks, UAB Medicine provides a variety of resources to support employees both personally and professionally.

Job Highlights:
A team of more than 400 professionals, Health System Information Services (HSIS) works to keep UAB Medicine’s IT systems and infrastructure running smoothly to deliver quality care to our patients. Join our nationally ranked team at UAB Medicine, the No. 1 Best Large Employer in 2021 as ranked by Forbes magazine.

Work with the Best at UAB Medicine:
UAB Medicine is Alabama’s largest single-site employer and operates over 1,200 beds and over 200 clinics in Birmingham, Alabama. When you become part of UAB Medicine, you join a nationally ranked academic medical center committed to education and advancing medical science through research.

- U.S. News & World Report's Best Hospitals, #1 in Alabama
- America’s No. 1 Best Large Employer, Forbes, 2021
- Level I Trauma Center
- NCI-Designated Comprehensive Cancer Center, Comprehensive Transplant Institute, Comprehensive Stroke Center

Our success in patient care, innovation, and education is a direct result of our supportive and inclusive culture. Whether you are looking to start your career, fast-track your development, or diversify your skills, UAB Medicine offers avenues for advancement that other employers cannot match.

Duties

To provide crucial technical support to both clinical and business end users in a dynamic 24/7/365 healthcare setting, covering a wide range of IT equipment and peripherals, including computers, software, laptops, printers, mobile devices, and associated accessories. These support tasks involve addressing issues ranging from moderately intricate to highly complex configurations. The approach involves a blend of fundamental troubleshooting skills and advanced technical expertise, encompassing both remote and on-site solutions to resolve technical challenges.

This role specializes in responding to situations where conventional procedures fall short in identifying or rectifying equipment or software malfunctions, including tasks such as installations, relocations, and configuration changes. Moreover, this position is dedicated to maintaining accurate records of end-user concerns within our tracking system, ensuring compliance with established policies and standards.

Primary Responsibilities

· Maintain, troubleshoot, and repair computer systems including printers, and other peripherals

· Provide direct user support on site and/or remotely

· Evaluate user business needs and recommend appropriate hardware or software solutions

· Diagnose errors or technical problems and determine proper solutions

· Provide routine system maintenance as required

· Document all system updates and repairs

· Function as part of project teams to provide system deployment, upgrades or relocations

· Ensuring all Incidents/Requests are met within the agreed service targets

· Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information.

· Participate in on-call rotation to provide 24 X 7 support

· Follow UAB Health System Information Security Policies

· Escalate difficult issues in a timely manner

· Familiarize end users with basic software, hardware, and peripheral device operation

· Work under the direct supervision of the End User Support Manager

· May work under the direction of any technician assigned as a project / team lead

Qualifications

· Associates degree or 2 years of related experience

· Experience within IT industry in a customer facing capacity in a technical role

· Desktop certification (A+, MCP, MTA, MCSA, or MCSE) recommended

· Previous healthcare experience a plus

· Ability to perform routine component replacement on desktops, laptops, and printers

· Ability to work well under pressure and adapt to changes in project priorities

· Experience with both Windows and Mac operating systems

· Proficient with Microsoft Office

· Strong system diagnosis skills

· Strong customer service, communication, and follow-up skills

· Experience with desktop remote control software (Ivanti, Casper, Bomgar, RDP, VNC, etc)

· Basic understanding of network protocols