STRS OHIO, STRS

The State Teachers Retirement System of Ohio (STRS Ohio) is seeking a Service Center Technician to join its ITS Operations Department. Established in 1920 and serving Ohio’s educators, STRS Ohio is one of the nation’s premier retirement systems that provides rewarding work in a professional, business casual work environment and welcomes, celebrates and promotes respect for each individual. We are continually seeking bright individuals to join our team.

COMPENSATION & BENEFITS:

Salary: High $40,000s to High $50,000s

STRS Ohio provides a comprehensive benefits package including free on-site parking, education assistance, subsidized medical insurance, fully paid dental and life insurance, vacation and sick leave, retirement benefits and an on-site fitness center.

GENERAL SUMMARY:

GRADE 5, SERVICE CENTER TECHNICIAN 1 AND GRADE 6, SERVICE CENTER TECHNICIAN 2

Under the direction of the supervisor, Client Services, receive, identify, monitor and resolve information technology questions, problems and requests of State Teachers Retirement System of Ohio (STRS Ohio) associates; administer managed computer configurations.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

GRADE 5, SERVICE CENTER TECHNICIAN 1

1. Coordinate incoming customer calls and establish records to detail technical problem descriptions and assign or route calls using Information Technology (IT) service management tool.
2. Consult and troubleshoot customer issues using basic hardware and software technology skills with precise information following defined departmental procedures.
3. Analyze, troubleshoot and provide an efficient resolution to tier one customer issues and inquiries (e.g., install and uninstall software; test network connectivity; configure and install computers; install printers; determine if issues are hardware-related) with precise information following defined departmental procedures; consult with team members or supervisor as needed. Follow up with customers to ensure complete satisfaction and closure.
4. Administer security and access levels for various systems using configuration manager and group membership management tools following security administration documentation and under direct supervision.
5. Manage IT assets following established procedures to accurately account for asset movement.
6. Review daily tasks, follow up with customers, update support records and establish a strategic approach to ensure workload is balanced.
7. Maintain professional and technical knowledge by reviewing daily reports, monitoring production status; attend training and appropriate internal and external professional development meetings with supervisor approval.
8. Become familiar with functions of other STRS Ohio IT teams by reviewing existing records in the IT service management tool and other support documentation and inquiring of team members or supervisor.
9. Provide requested status reports; recommend changes for service improvement.
10. Clarify and apply Service Desk policy and procedures and business practices to maintain consistent service levels.

GRADE 6, SERVICE CENTER TECHNICIAN 2

1. Coordinate incoming customer calls and establish records to detail technical problem descriptions and assign or route calls using Information Technology (IT) service management tool.
2. Consult and troubleshoot customer issues using advanced hardware and software technology skills with precise information following defined departmental procedures.
3. Analyze, troubleshoot and provide an efficient resolution to tier one customer issues and inquiries (e.g., install and uninstall software; test network connectivity; configure and install computers; install printers; determine if issues are hardware-related) with precise information following defined departmental procedures. Follow up with customers to ensure complete satisfaction and closure.
4. Administer security and access levels for various systems using configuration manager and group membership management tools following security administration documentation.
5. Manage ITS assets following established procedures to accurately account for asset movement.
6. Review daily tasks, follow up with customers, update support records and establish a strategic approach to ensure workload is balanced.
7. Maintain professional and technical knowledge by reviewing daily reports, monitoring production status; attend training and appropriate internal and external professional development meetings with supervisor approval.
8. Develop and maintain procedures for hardware, software, system; configuration and support; prepare and maintain Service Desk and customer support-related documentation. Review documentation as defined by supervisor, Client Services.
9. Diagnose, interpret problems and provide technical support for hardware, software and related systems. Move problem to tier two level support if deemed necessary, providing all known and relevant support information.
10. Provide requested status reports; recommend changes for service improvement.
11. Participate in disaster recovery and business-related tests and events to support STRS Ohio systems.
12. Using defined problem management procedures, communicate, document and monitor down system events for STRS Ohio.
13. Interpret, clarify, explain and apply Service Desk policy and procedures and business practices to maintain consistent service levels.

KNOWLEDGE, SKILLS AND ABILITIES:

GRADE 5, SERVICE CENTER TECHNICIAN 1

1. High school diploma or equivalent required.
2. One to three years’ relevant experience in personal computing technology required.
3. Associate’s degree in a computer or electronics major and one year relevant experience preferred.
4. CompTIA A+ certification preferred.
5. General knowledge of:

• PCs, peripherals and Windows-based operating systems required.
• Desktop productivity applications such as MS Office and Adobe products required.
• PC networking technology required.
• STRS Ohio software, operations and services preferred.

6. Ability to work with and preserve confidential information required.
7. Above-average oral and written communication skills required.
8. Interpersonal skills necessary to deal effectively and courteously with internal and external contacts required.
9. Above-average organizational skills and a high degree of accuracy and attention to detail required.
10. Ability to multi-task, prioritize and work on long-term projects to completion required.
11. Proven ability to operate Microsoft Office programs and standard office equipment required.
12. Ability to work independently and in a team environment while meeting deadlines with minimal direct supervision required.
13. Local travel between company facilities required.
14. Considerable standing, walking, bending and lifting of up to 75 lbs. required.
15. Excellent work record of attendance, punctuality and the ability to maintain a flexible work schedule to meet business needs. Occasional evening, weekend and non-regular work hours may be required.

GRADE 6, SERVICE CENTER TECHNICIAN 2

1. High school diploma or equivalent required.
2. Three to five years’ relevant experience in personal computing technology required.
3. Associate’s degree in a computer or electronics major and three years' relevant experience preferred.
4. CompTIA A+ certification preferred.
5. Thorough knowledge of:

• PCs, peripherals and Windows-based operating systems required.
• Desktop productivity applications such as MS Office and Adobe products required.
• General knowledge of desktop management and service management software preferred.
• PC networking technology required.
• STRS Ohio software, operations and services preferred.

6. Ability to work with and preserve confidential information required.
7. Above-average oral and written communication skills required.
8. Interpersonal skills necessary to deal effectively and courteously with internal and external contacts required.
9. Above-average organizational skills and a high degree of accuracy and attention to detail required.
10. Ability to multi-task, prioritize and work on long-term projects to completion required.
11. Proven ability to operate Microsoft Office programs and standard office equipment required.
12. Ability to work independently and in a team environment while meeting deadlines with minimal direct supervision required.
13. Local travel between company facilities required.
14. Considerable standing, walking, bending and lifting of up to 75 lbs. required.
15. Excellent work record of attendance, punctuality and the ability to maintain a flexible work schedule to meet business needs. Occasional evening, weekend and non-regular work hours may be required.

The above list of duties is intended to describe the general nature and level of work performed by persons assigned to this classification.  It is not to be construed as an exhaustive list of duties performed by the persons so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of associates under supervision.

Required Skills Required Experience

POSITION QUALIFICATIONS:

• Bachelor's Degree in Nursing, Healthcare Administration, Business, Engineering or related field required.
• Masters preferred
• Healthcare Accreditation Certification Program (HACP) or Certified Joint Commission Professional (CJCP) certifications will be required within 2 years of hire.
• Certified Professional in Patient Safety (CPPS) preferred

*Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.

• Must be able to work in a stressful environment and take appropriate action.
• Demonstrated knowledge in principles of risk management, quality and performance improvement methods.
• Previous experience in working with Joint Commission, HFAP, CMS surveys process preferably in a leadership/coordination role.