Job Description

Description:

Brattleboro Memorial Hospital /

Southern Vermont Health Services Corporation

Job Title:

PC SPECIALIST III

Job Code:

834

Hours:

0830-1700

FTE:

1.0 (40 hours)

Weekend Schedule:

N/A

Holiday Schedule:

N/A

Call Schedule:

Rotating

FLSA Status:

Non-exempt

Department Name:

Information Services

Department Code:

9100

Location:

Brattleboro, Vermont

JOB SUMMARY:

The PC Specialist III at Brattleboro Memorial Hospital plays a crucial role in providing high-quality advanced technical support and systems management across the organization. This position involves deploying and maintaining workstation hardware, resolving complex hardware and software issues, and supporting a Microsoft 365 environment. The specialist is responsible for mentoring junior team members, finding opportunities for improvement, and creating technical documentation. The ideal candidate demonstrates strong troubleshooting skills, attention to detail, excellent customer service skills and the ability to work collaboratively across departments.

DEPT. SCOPE OF SERVICE:

The Information Services Department supports clinical, administrative, and community needs by designing, implementing, maintaining, and managing a wide range of software, hardware, and infrastructure systems. Our services encompass virtualized and non-virtualized servers, wired and wireless LANs, broadband connections for Internet and vendor VPN access, over 700 computers, and 130 network printers. We ensure seamless integration of applications running on multiple platforms with a State HIE using HL7 standards. Our support extends to approximately 700 end users across more than 30 departments.


Requirements:

QUALIFICATIONS:

Please note that we understand Information Services experience comes from different sources. This is not an exhaustive list of required qualifications. Please apply if you feel your combination of skills, experience and/or education may be a good fit for the role.

EDUCATION:

Associate's degree (Or equivalent)

EXPERIENCE/SKILL SETS:

Excellent written, verbal and interpersonal skills Strong customer service skills with the ability to handle sensitive and challenging support situations with a calm and supportive approach Highly organized/detail oriented Ability to be flexible. Priorities may change quickly. Successful candidates will have demonstrated ability to pivot to new priorities quickly Ability to collaborate and communicate effectively within a close-knit team Ability to work in a fast-paced, highly technical environment Champion for continuous improvement Three to eight years' experience with PC operations, configuration and problem analysis required M365 Administration and migration experience strongly preferred Exposure to IP Networking and VLANs Experience in supporting an acute care facility preferred

LICENSURE/CERTIFICATION(S):

A+ preferred

JOB SPECIFIC EXPERIENCE/SKILLS

Provide advanced technical support to end-users, resolving complex hardware and software issues Experience supporting a Microsoft 365 environment to include Office apps, Teams, Intune, SharePoint, MFA and Entra Mentor and train junior team members, providing guidance and support Identify opportunities for improving desktop support and system efficiency Participates in help desk coverage rotation which includes answering support calls, managing the ticket queue, assisting with walk-ins and escalating tickets to other teams as appropriate Recognition and analysis of help desk request trends Create and maintain technical documentation for known issues, installations and configurations Strong understanding of Active Directory administration Foundational knowledge on group policies and their impacts on workstations Experience using Smart Deploy or similar product to create workstation base images, maintain drivers and update image flash drives Create and maintain software packages using tools such as PDQ, ManageEngine and/or Intune Image, update and deploy workstations Maintain accurate equipment inventory Configure, install and replace IP phones Administration of NTFS folder permissions and Active Directory security groups Support network printers by creating print queues, deploying hardware and troubleshooting issues Evaluate and recommend workstation and peripheral hardware to meet user requirements Support A/V equipment in conference rooms and assist staff with setup as needed. Experience with Microsoft Teams Rooms preferred Proactively monitor workstation fleet for software updates, hardware age, OS version etc. Utilizing PDQ Inventory, ManageEngine and other internal tools Advanced administration of PDQ Deploy and Inventory preferred Enroll and manage mobile devices in Intune. Have a basic understanding of Intune configuration profiles and app deployment methodologies Basic knowledge of networking, including the ability to manipulate network switch ports Previous experience with security solutions such as Sophos, KnowBe4 and the Barracuda Suite preferred Provides the IT Operations Manager status updates, information on trends, projects and opportunities for improvement Participate in after-hours on-call rotation

OSHA CATEGORY

OSHA Category I - Tasks that involve exposure to blood, body fluids, or tissues require use of techniques of Universal Precautions as evidenced with blood borne pathogens standards.

PHYSICAL DEMANDS

On-the-job time is spent in the following physical activities. Show estimated time spent by checking appropriate boxes below.

Standing - 1/3 to 1/2 Walking - 1/3 to 1/2 Sitting - 1/3 to 1/2 Talking or Hearing - 1/3 to 1/2 Use of hands to finger, handle or feel - 1/3 to 1/2 Pushing/Pulling - 1/3 to 1/2 Stooping, kneeling, crouching or crawling - 1/3 to 1/2 Reaching with hands and arms - 1/3 to 1/2 Tasting or smelling - None

This position requires that weight be lifted, or force be exerted. Show how much and how often by checking the appropriate boxes below.

Up to 10 pounds - Up to 1/3 Up to 25 pounds - Up to 1/3 Up to 50 pounds - Up to 1/3 Up to 100 pounds - None More than 100 pounds - None

This position has special vision requirements.

Vision Requirements - No Special Vision Requirements

WORK ENVIRONMENT

This position requires exposure to the following environmental conditions. Show the amount of time by checking the appropriate boxes below.

Wet, humid conditions (non-weather) - None Work near moving mechanical parts - None Fumes or airborne particles - None Toxic or caustic chemicals - None Outdoor weather conditions - None Extreme heat (non-weather) - None Risk of electrical shock - None Work with explosives - None Risk of radiation - None Vibration - None

The typical noise level for the environment is:

Very Quiet Quiet Moderate Noise

Hearing

Ability to hear alarms on equipment Ability to hear calls Ability to hear instructions from physician/department staff/others

NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EEO/ADA STATEMENT

Brattleboro Memorial Hospital provides equal employment opportunities to all applicants and employees and strictly prohibits any type of harassment or discrimination in regard to race, religion, age, color, sex, disability status, national origin, genetics, sexual orientation, protected veteran status, gender expression, gender identity, or any other characteristic protected under federal, state, and/or local laws.


Consistent with the Americans with Disabilities Act (ADA), it is the policy of Brattleboro Memorial Hospital to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Human Resources.

Compensation Disclosure in Accordance with Vermont Act 155

In compliance with Vermont Act 155, Brattleboro Memorial Hospital provides the compensation range for this position in good faith. The listed range represents the pay scale reasonably expected for a successful candidate based on factors such as relevant experience, education, internal equity, and market competitiveness. Final compensation will be determined during the hiring process.