PC Technician I

I) Job Purpose

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 MHMRTC.  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

The following statements are intended to describe the general nature and level of work being performed and are not to be construed as an exhaustive list of all responsibilities.

A) Act as the first point of contact answering calls e-mails, chats and ITSM portal requests and be a technical resource in assisting customers to resolve problems, including troubleshooting hardware and software, e-mail, network, VoIP and peripheral equipment problems.

B) Escalate issues beyond the scope of support to escalation points, external vendors or service providers as required. Follow the escalation process and document troubleshooting steps using approved methods and formats or templates.

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

D) Responsible for status reporting of assigned tasks to the Lead and/or Supervisor on a periodic basis.

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

F) Perform other job duties or responsibilities as requested or assigned.  Performance standards are performed as applicable with MHMR's We CARE values "We Connect People in Our Community.  We Provide Access to Services.  We Link People to Resources.  We Empower People."

III) Knowledge of Laws, Regulations, Policies/Procedures, Skills, and Abilities

 Knowledge of and experience with personal computers, network devices, terminal server.
 Thorough knowledge of basic computer sciences and applied skills and abilities for:
o diagnosing and resolving LAN/WAN problems
o setting up and rebuilding clients
o administering access rights
o resolving Help Desk issues
o Troubleshooting and diagnosing VPN connectivity
o Troubleshooting and diagnosing VoIP
 Demonstrated knowledge in user administration, Microsoft Office suite support, Exchange management and Microsoft Active Directory Users and Computers.
 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, switches and routers 
 Maintain confidentiality.
 Use initiative and independent judgment within established guidelines and procedures
 Able to work as a team member to resolve IT issues
 Techniques for explaining technical concepts and procedures to non-technical users
 Self-starter who can 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 concerns 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 occasional travel to and from other MHMR of Tarrant County work sites and offsite seminars and events.