About Wilmington Health
Since 1971, Wilmington Health has been committed to the care and health of our community in Wilmington as well as all of Southeastern North Carolina. Wilmington Health is structured as a multi-specialty medical practice with primary care providers integrated into the system. In this way, Wilmington Health is able to provide a comprehensive and coordinated approach to the care of all our patients. Wilmington Health is committed to using collaborative, evidence-based medicine in providing the highest quality of care to the patients we serve.
Purpose:
Supports the administration of the clinic’s computer systems by completing special projects; troubleshooting complex hardware and software problems and administering network access, communications and security for end-users and groups in a complex network environment of Windows Ethernet local area network, intranet/internet, wireless and legacy systems.
Distinguishing Characteristics
The Systems Support Specialist is the first level of a two-level computer system support series. The Support Specialist is distinguished from the Senior Support Specialist, who has the added responsibility of supervising staff and day-to-day computer operations of a unit.
Essential Duties/Responsibilities:
- Provides end-user support for computer applications which include designing and generating various reports; creating back-up copies of data sources; and loading new data into systems.
- Write and maintain SOPs and Knowledge Base articles.
- Completes special computer projects to include researching and testing necessary products, making recommendations, developing standards, overseeing implementation, and documenting the processes.
- Monitors hardware, software, and telecommunications equipment to include installing and upgrading applications, configuring programs to meet end-user needs, troubleshooting issues, and reviewing usage reports.
- Manages Active Directory system to include adding and deleting users as necessary, assessing individual access needs, making system changes, and troubleshooting system access issues.
- Performs work during emergency/disaster situations.
- Other projects and responsibilities may be added at the supervisor’s discretion.
Position Specific Duties
Some positions may: serve as lead to staff to include assigning and monitoring work, providing direction, and training staff.
Other Duties:
- Involves typing, talking, hearing, seeing, and repetitive motions.
- Exerting up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or negligible amount of force constantly to move objects.
- Travel between clinic locations throughout the Wilmington area is required on a daily basis. The ability to work an “on-call” rotation involving being available to respond to telephone calls requesting assistance and/or physically responding to a clinic location during evening hours and weekends is required.
- Other Duties as assigned.
QUALIFICATIONS
Required:
- Bachelor’s Degree Computer Science or a related field
- Three years computer support experience that includes installation and troubleshooting, where one year was at a supervisory level
- or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above
- Valid NC Driver’s License
- CompTIA A+ Certification
Preferred:
- Bachelor’s Degree.
- CompTIA Network+ Certification.
- ITIL Foundation v4.
- Microsoft 365 Certified
Support Specialist Competencies
General
- Customer Service
- Professionalism/Integrity/Responsibility
- Teamwork/Process Focus
- Dependability/Punctuality
- Interpersonal Relationships/Communication
- Judgment/Decision Making/Problem Solving
- Quality/Quantity
- Initiative
- Safety/Housekeeping
- Organizational Skills/Time Management
Department Specific
Knowledge of:
- Principles of computer hardware, software, and networking
- General programming techniques
- Data management principles
- Troubleshooting computer hardware, software, and networking
- Hardware, software, and services vendors
- Customer service techniques
- Work monitoring techniques
- Techniques for generating automated reports
- Various software applications with emphasis on electronic medical records and practice
- management software
- Internet concepts
- Basic business principles
Skill in:
- Assigning and monitoring work
- Ethernet network design
- Windows network administration
- Supporting mobile/wireless computers
- Supporting remote access solutions
- Analyzing end-user system and program needs
- Installing and configuring PCs and printers
- Creating backups of data sources
- Monitoring and maintaining computer system security
- Configuring systems and software
- Providing customer service
- Designing and maintaining internet sites
- Communication, interpersonal skills as applied to interaction with coworkers, supervisor, clinic
- staff, etc. sufficient to exchange or convey information and to receive work direction