IT Technology Support II (Dental Informatics) - R104165

Department:

Location: Health Sciences Center

Time Type:

Full time

Worker Type:

Regular

Job Req ID: R104165

Minimum Requirements:

Associate's degree or two years of college and one year of related experience, or an equivalent combination of education and experience. Grade 3 (Hourly)

Position Description:

Tier 1 supporting all ULSD Staff, Faculty and Students from a desktop/helpdesk standpoint. Supporting all hardware & software aspects of Dentistry from Clinic chair side, Thin clients and Virtual environment, Radiology, Digital Dentistry, Research Lab equipment, Audio Visual equipment in classrooms to Office PC's, Laptops, Mac's and applications. With over 1100 Faculty, Staff and Students to support and guide, the array of support for hardware software and applications is of a large and complex scale. 

Also providing support and installation services for offsite clinics & offices in Paducah, Elizabethtown, Shelbyville, ACB Building for Oral Surgery and GPR, KCCP on S. 4th Street, Brown Cancer Building and KCC at Eastern Parkway.

The desktop team also provide first line support and help with our Electronic Health Record system used in our clinics with upwards of 100,000 patients each year.

Essential Duties and Responsibilities

Dental informatics uses a ticketing system for 95% of support requests but we also have walk in and phone support requests. The onus is on the technician to manage the requests in order of severity or priority!

• Deliver excellent customer service and support to our customers for university owned hardware and software. Providing timely solutions and responses, prioritizing support requests based on urgency and customer needs.
• Provide first line support to customers (Staff, Faculty and Students) with issues on the clinic floors in all 8 locations concerning hardware failures. Over 600 Thin clients, Signature pads, Swipe cards readers, monitors and other peripherals, ensuring timely escalation where appropriate.
• Assist customers with maintenance of user accounts, changing passwords, unlocking locked accounts, guidance when accounts expire or users leave, retire etc. Granting correct permissions to customers for file access and application access.
• Source and install hardware, software, and applications for ULSD departments, both clinical and non-clinical in all 8 locations.
• Utilize software management tools such as PDQ, SCCM, DeepFreeze, WDS, Trackit
• Troubleshoot issues with acquisition stations and Xray sensors in Radiology and different areas around the school, clinics, and offsite locations. Escalating to the respective team or vendor where necessary.
• Create, maintain and update documentation on all aspects of IT within Dental Desktop/Helpdesk support.
• Database maintenance of all Hardware and Software acquired by ULSD Dental Informatics, including license records, to ensure compliance with copyright laws and inventory requirements.
• Support research lab equipment where necessary when devices are connected to PC's.
• Assist with Digital Dentistry support where required, ensuring devices are documented, abiding by university policy and functioning for purpose with guidance from Apps team and Chair of Digital dentistry.
• Ensure all University owned devices have the latest security patches, updated OS's and browsers.
• Provide guidance and direction to all customers on cyber security in accordance with university policy.
• Support all AV equipment in classrooms, conference rooms, teaching galleries. Working with vendors to resolve issues, new installations, break/fix, updates, ordering, shipping and receiving of parts or supplies as needed, scheduling of PM's or additional project work. Track inventory and carry out routine inspections of all equipment and PC's for optimization.
• Guide customers with non-university owned equipment utilizing university software ensuring adherence to best practices and security protocols.
• Assist in project management and installation of retrofits and updates of hardware.
• Monitor and manage WMS, Wyse Management System, to keep thin clients working at optimal performance, updates to improve customer experience and maintain inventory.
• Guide and support Tech Support Assistant and Program Assistant in Desktop support for customers as and when necessary.
• Initial support for EHR questions and issues from customers, ensuring timely referral to the Apps team or manager.

$27.85

Target Compensation Minimum:

$18.56

Compensation will be commensurate to candidate experience.

Equal Employment Opportunity

The University of Louisville is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, sex, age, color, national origin, ethnicity, creed, religion, disability, genetic information, sexual orientation, gender, gender identity and expression, marital status, pregnancy, or veteran status. If you are unable to use our online application process due to an impairment or disability, please contact the Employment team at [email protected] or 502.852.6258.

Assistance and Accommodations

Computers are available for application submission at the Human Resources Department located at 215 Central Avenue, Ste 205 - Louisville, Kentucky 40208.

If you require assistance or accommodation with our online application process, please contact us by email at [email protected] or by phone 502-852-6258.