Support Specialist Customer Service
Resume:
Gerald Champion Regional Medical Center
Job Description
Name: Date of Hire/Reclass/Transfer:
Position: Telecommunications Technical Support Specialist
Department: Telecommunications
Reports to: Telecommunications Manager
POSITION PURPOSE:
The Telecommunications Technical Support Specialist’s role ensures high quality installation, maintenance, and operation/performance of Gerald Champion Regional Medical Center’s telecommunications systems. The Telecommunications Technical Support Specialist has responsibility for installing, maintaining, and servicing a variety of telephone equipment, installing voice and data communication circuits, security cameras, panic systems, door access control, nurse call systems and cabling. The Telecommunications Technical Support Specialist’s is responsible for organizing and completing the technical day-to-day operations assigned through work orders and servicing trouble calls. This description is not intended to be a complete list of duties. Other related duties may be assigned.
MINIMUM QUALIFICATIONS:
Associate’s degree or completion of college courses equivalent to an Associate’s degree with an emphasis in Telecommunications or Electronics, with two years of related work experience providing an in-depth knowledge of installation and maintenance of telecommunications equipment and inside cable plant design and installation is required
Certification: Certification on the installation of Category 6 UTP cabling is preferred.
Skills: Communication system analysis, troubleshooting, and repairs skills are required.
Knowledge of the theories and techniques involved in the implementation and maintenance of private and public telecommunications networks and telecommunications equipment operation and use is required.
The ability to use and operate a personal computer, basic cable tester, and other tools and equipment used in the installation, maintenance, and operation of telecommunications systems is required.
Effective oral and written communication and interpersonal skills are required. The ability to interact with all levels of management and co-workers is required.
Must be familiar with twisted pair, fiber, and coax installation methods and color coding conventions. Enters and retrieves data from semi-finished source documents on a personal computer, requiring interpretation of the source documents and a basic understanding of software parameters. The ability to demonstrate initiative and work and solve technical problems independently and as part of a team are required.
The ability to handle multiple tasks concurrently, prioritizing and accurately completing them on time in a potentially stressful environment is required.
The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
LIMITATIONS / HAZARDS:
Refer to Essential Function sheet
JOB SPECIFIC DUTIES:
Demonstrates knowledge and skills necessary to provide services based on the physical, psychosocial, educational, safety, and other related criteria appropriate to the age specific and/or cultural diversity of the population served in his/her assigned area.
Maintain required core competencies, to include current certifications and future required certifications for telephony systems.
Installs, moves, repairs, and modifies telecommunications and related equipment according to job order specifications, standards, and procedures by repairing voice and data equipment, determining cable, wire and equipment needed to accomplish the service requested, installing circuits, cross-connects, equipment, etc. interconnecting circuits to ECS or at the vendor demarcation location, testing and verifying proper operation of the installed circuits and/or equipment, verifying that the circuits and/or the equipment provides the service requested by the customer, completing the work order showing the work is completed, ensuring the network documentation is updated, and interfacing with off-campus telecommunications vendors.
Assumes shared responsibility for the cable plant by determining and assigning the appropriate inside cable pairs, working in concert with other telecommunications technicians for required changes in cable pair assignments, coordinating with cable maintenance and installation crews on locating cable, cable tray, conduits, access panels, and manholes for the construction, adding and/or maintaining the cable plant, reviewing and verifying all completed work orders for accuracy of cable assignments, and recording all changes to both outside and inside cable plant.
Maintains inventory and stock, recommends purchase of both technical and nontechnical supplies, and takes responsibility for tools and test equipment.
Supports Networking and Telecommunications by providing consultation on special telephone/data communications services and projects and assisting in ensuring the proper allocation and retention of adequate spare and reserve capacity of network resources.
Develops and maintains effective working relationships with internal and external customers.
Remains current with telecommunications industry standards and principles through regular review and study of technical journals, periodicals, and textbooks, attending training on troubleshooting and installation policies, practices, and procedures, and attending vendor and other industry training courses and seminars.
Helps to assure the overall success of Networking and Telecommunications by performing all other duties as assigned.
Interact and negotiate with vendors, outsourcers and contractors to secure network products and services.
Interacts and provides Security Knowledge review of Closed Circuit Television system. Design and Installation of all CCTV equipment and associated devices.
Interacts using the Access Control system maintaining reports and current access levels for staff
Designing and printing staff badges as required supporting organizations standards.
Work Conditions
On call availability
Sitting for extended periods of time
Working in confined areas
Working above ceiling
Dexterity of hands and fingers to operate a hand and power tools.
COMMUNICATION AND INTERPERSONAL EXPECTATIONS:
Demonstrates communication skills necessary to interact with persons of varying age and/or cultures.
Supports the Mission and Philosophy of the hospital and the Department. Demonstrates an understanding and application of these policies.
Respects confidentiality of Hospital proprietary information and patient information.
Utilizes chain of command appropriately to resolve issues.
QUALITY IMPROVEMENT / LEGAL COMPLIANCE:
A. Quality Improvement
Participates in hospital quality activities as required.
Participates in department quality activities.
The employee will adhere to organizational/ departmental customer service standards.
B. Demonstrates understanding of Legal Compliance issues and their responsibilities for same.
Participates in yearly legal compliance training.
Explains departmental chain of command.
Explains purpose of Legal Compliance Hotline and utilizes if indicated.
Participates in departmental Legal Compliance plan.
Attended Orientation/Re-Orientation/Employee Forums
Completed Annual Department Competencies
PROFESSIONAL DEVELOPMENT:
A. Promotes positive public relations for the department and the hospital.
Presents self in a professional manner; assists in community service programs as requested.
B. Attends required department meetings, in-services and educational programs.
C. Continues outside IT professional development.
Confidentiality Statement:
I understand that all patient related information must be treated with utmost confidentiality and released on a need to know basis only. I understand that failure to follow GCRMC policy #911.304 may be grounds for dismissal.
ESSENTIAL JOB ELEMENTS – JOB FUNCTION ASSESSMENT
In addition to the requirements listed in the job description, the following checked essential functions also apply to this position. F = Frequently Required O = Occasionally Required No mark = does not apply to this position
Physical Requirements:
Work Environment:
Equipment:
F
Seeing General
Running Distance
F
Moving Objects
F
Computer/Keyboard
F
Close Vision
O
Driving -Car/Van
O
High Places
O
Switchboard Cons.
F
Color Perception
Driving -Truck
Fumes/Odors
F
Telephone
F
Hearing/Listening
Stress Factors:
O
Dirt/Dust
F
Calculator
F
Clear Speech Simple / Complex
O
Repetition
Gases
O
Alarm Panel
F
Touching Dexterity / Hand / Finger
F
High Pressure
O
Noise
Television Monitor
O
Smelling Smoke
Hazards
Vibration
Food Svc. Equip.
Tasting
O
Fatigue
O
Mechanical Equipment
O
Maintenance Tools
F
Walking -Hospital
O
Boredom
O
Electrical Equip.
Enviro. Svc. Equip
F
Walking -Dept.
F
Multiple Stimuli
Pressurized Equipment
Laundry Equip
O
Lifting up to 50 lbs.
Work Environment:
Burning Materials
Medical Equip.
O
Carrying up to 25 lbs.
O
Works Alone
Wet and/or Humid
HIPAA
O
Pushing
F
Works With Others
Mental Requirements:
F
Access to Protected Health Information
O
Pulling
F
Works Around Others
F
Reading -Simple
F
Keyboarding 6hrs/shift
F
Verbal Contact
F
Reading-Complex
Other:
;
O
Climbing Stairs / ladders
F
Face-To-Face Contact
F
Writing -Simple
F
Able to Respond Within 30 minutes
F
Sitting for 4 hrs./shift
F
Shift Work
F
Writing -Complex
O
Kneeling
O
Extended Day
O
Clerical
F
Weekends &
Holiday work
Possible
O
Squatting
F
Inside
O
Memorization
O
Stooping
O
Outside
F
Analyzing
F
On Call Required
Holiday work
Possible
O
Bending
O
Confined Areas
F
Comprehension
O
Standing for _.5_ hrs./shift
Extreme Heat
F
Math Skills
O
Lower Body Flexibility
Extreme Cold
F
Judgment
O
Upper Body Flexibility
O
Temperature Changes
F
Decision Making
I have read this job description and the essential requirements of the job for which I am applying, which are marked above, either with or without reasonable accommodation. Any request for accommodations will be considered on a case-by-case basis.
Signature Date
UPON HIRE ONLY:
I have reviewed this job description/evaluation and the essential functions and have had the opportunity to ask any questions concerning these forms. I verify I am able to meet these requirements with / without accommodations.
Employee Date
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