[Hidden-tech] Technology Support Position

[Stephen Hathaway]

Hello,
    I work with Lili Dwight at Masonic Health System of Massachusetts in
Charlton, MA (http://www.mhs-mass.org). We are a growing non-profit with a
vision of implementing technology to enhance our independence as we age. We
have recently purchased the county nursing home, Hampshire Care, in Leeds,
where we will be implementing "Small Houses" (
http://www.smallhousealliance.org ) and testing technologies.

We need bright folks who want their work to change the way we age!

We are looking for a Technology Support Specialist to help us build, extend,
and maintain our systems to enhance our service. Our ideal candidate is a
self-starter with an interest in many different technologies, from computers
and networks to video systems, and more.

Here is some more detail:

Technology Support Specialist

The Technology Support Specialist provides technology and systems support to
employees and residents at Overlook Health Center in Northampton (OHCN), a
long-term care and training facility. This position will also support other
offices in Western Massachusetts.

Essential Functions

The Technology Support Specialist is responsible for monitoring and
maintaining Information Technology, as well as other technology systems at
OHCN.

The Technology Support Specialist provides Level 1 and 2 support for
computer and network systems, Audio-Visual equipment, phone systems,
Security and communication systems,  PERS systems, and others.

The Technology Support Specialist works closely with the Business Support
Specialist and Field Support Specialist to maintain these technology
systems, and provide technology support for employees and residents at OHCN.

Essential Duties and Responsibilities

• Field incoming help requests from end users via telephone, verbal request,
and Servicedesk tickets in a courteous manner.
• Document all pertinent end user identification information, including
name, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from business customers as well
as residents.
• Prioritize and schedule problems. Escalate problems (when required) to the
appropriately experienced personnel.
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by
the organization.
• Perform hands-on fixes when possible and appropriate.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop how-to's and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the
position.


Specific Skills

• Excellent customer service skills.
• Ability to work independently, with little supervision, in a fast-paced,
widely varied environment.
• Familiarity with a wide variety of desktop systems, applications, and
audio/visual technologies
• Must be able to maintain a “customer first” attitude at all times
• Ability to communicate and work effectively with all levels of technical
and professional staff, business management, and all sectors of the user
community.
• Ability to keep current with technology in this field so improvements of
service can occur.
• Willing to work both "hands-on" and conceptually as needed, and be able to
juggle multiple priorities within changing technical and support
requirements.

Personal Attributes

• Reliable
• Ability to absorb and retain information
• Ability to present ideas in a non-technical manner.
• Highly self motivated and directed.
• Ability to maintain concentration and attention to detail in the face of
frequent interruptions.
• Solid analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure
environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Qualifications

• 2-4 yrs College preferred
• 2yrs+ experience in one or more of the following areas –
Desktop support
Helpdesk
Customer support
• Experience in the field of Aging is a plus
• Ability to work independently

Language Skills

• Strong verbal and written English skills
• Ability to read, analyze and interpret technology publications journals,
technical procedures, and regulatory documents. Ability to write reports,
business correspondence, and procedure manuals. Ability to effectively
present information to management and customers

Please send resume and letter of interest to:
recruiting at mhs-mass.org.

Thank you for your time,
Stephen Hathaway
Director of Operations & Security
Masonic Health System
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