Req #: 0000197343
Category: Information Systems and IT
Status: Full-Time
Shift: Day
Facility: RWJBarnabas Health Corporate Services
Department: IT&S Service Management

CERTIFICATIONS AND LICENSES REQUIRED

Comp TIA A+ Certification
Valid NJ Driver s License
Scheduling Requirements:
Full Time
Variable working hours to provide site coverage
On Call Availability 1-2 times per month
Essential Functions:
Assist department manager in on-going assessment and upgrading of PCs; may research and evaluate hardware and software
Monitor and troubleshoot computer hardware and software, mobile devices, telecom, and networking problems as they occur
Prioritize problems by following established priority, ensures all jobs are completed as scheduled or requested within SLA guidelines
Assignments should be completed thoroughly in an accurate, prompt, and neat manner
Must consistently meet key metrics on incidents and requests: tickets per month, tickets resolved within SLA, mean time to resolve, etc,
Assists with the day-to-day maintenance of RWJBH PCs
Perform advanced hardware and software repair procedures on desktop and laptop computers, performing data backup and recovery as needed
Assist employees with technical requests by troubleshooting, resolution, and escalation if required
Provide guidance to conditions which must be met to fulfill requests
Must follow IMAC process; the proper procedures and protocols on handling hardware and software requests, refresh, and maintaining the asset database
Available for on-call and after-hours support and responding to escalations in a timely manner
Carry company provided mobile phone, and answer your phone, texts in a timely manner
Perform training to staff and customers on various technology topics, including hardware configurations, processes, and applications
Provide thorough documentation and timely updates within ITSM ticketing system
Evaluate all assets to ensure security compliance including but not limited to antivirus protection, patch management, data encryption, etc,
Available for on-call and after-hours support and responding to escalations in a timely manner,
Carry company provided mobile phone, and answer your phone, texts in a timely manner
Perform additional duties and responsibilities as requested by management
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Please refer the Job description for details