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Technology Support Technician - Journey

Job Details

Job Title:

Technology Support Technician - Journey

Position Number:

002183

Vacancy Open to:

All Candidates

Time-Limited:

No

Department Homepage:

http://www.ecu.edu/dental

Advertising Department:

DENTAL MEDICINE, SCHOOL OF

Division:

Academic Affairs

Classification Title:

12247 Tech Support Technician

Competency Level:

2 - Journey

Working Title:

Tech Support Technician - Ross Hall

Number of Vacancies:

1

Full Time Equivalent (FTE):

1.0

Full Time or Part Time:

Full Time

Recruitment Range:

$36,094 - $68,161

Anticipated Hiring Range:

$36,094 - $53,547

Salary Grade Equivalency:

IT01

Work Schedule:

M-F

Work Hours:

8-5pm

Position Location (City):

Greenville

Job Category:

Staff - Information Technology

Organizational Unit Overview:

The School of Dental Medicine is composed of ten administrative offices and four academic departments. The Administrative units include the Offices of the Dean, Vice Dean, Associate Dean for Student Affairs, Associate Dean for Research, Associate Dean for Clinical Affairs, Associate Dean for Extramural Clinical Practices, Assistant Dean for Dental Education and Informatics, Assistant Dean for Educational Support and Faculty Development, Assistant Dean for Academic Success and the Assistant Dean for Business Operations and Financial Affairs. The four academic departments are Surgical Sciences, Pediatric Dentistry, Orthodontics and Dentofacial Orthopedics, General Dentistry and Foundational Sciences.

Included in the mission of the School of Dental Medicine is to educate dental care providers (both dental students and dental residents) and to address the oral health care needs of the underserved population of North Carolina. The School of Dental Medicine meets these missions by operating dental clinics that provide both educational experiences for the dental students and residents and provides dental care to the residents of North Carolina. These clinics occur in both Ross Hall inGreenville, North Carolina, as well as Community Service-Learning Centers located throughout North Carolina. In order to operate these clinics, appropriate dental auxiliaries and clinical staff are needed.

Job Duties :

The Clinical Software Support Technician coordinates and participates in the successful set-up, implementation, integration, maintenance, training, and ongoing support for software programs affecting both direct patient care processes and the daily clinical activities of students, faculty, and other health care providers. This individual must have a clear understanding of database reporting processes and be able to create database reports utilizing reporting software. This individual assists in managing the use of the school’s clinical data and imaging systems to include clinicaldata management, electronic image capture, and production of reports. The Clinical Software Support Technician will report directly to the Clinical Information Manager with significant interaction with the Office of Dental Education and Informatics and Office of Academic Affairs.

Percentage Of Total Time: 30Effectively educate customers on Dental Electronic Record System/Software use and assist them in fully utilizing available features to improve clinic productivity
Percentage Of Total Time: 25Answer and process customer calls effectively and efficiently to optimize the customer experience following proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern.
Percentage Of Total Time: 15Provider Training documentation on Dental Electronic Record System/Software and any upgrade features.
Percentage Of Total Time: 10Maintaining effective call ownership by providing timely resolutions, maintaining contact on ongoing issues and managing open items.
Percentage Of Total Time: 10
Review active user security rights to ensure that all active users have the appropriate security access within the Dental Electronic Record System/Software.
Percentage Of Total Time: 5Documenting customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call.
Percentage Of Total Time: 5The duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive. Participates in specialprojects and performs other duties as required.

DENTAL MEDICINE SUPPORT POSITION – NOT SUBJECT TO STATE HUMAN RESOURCES ACT.

Employment in this position provides eligibility to participate in the UNC Optional Retirement Program (ORP) which offers matching employer contributions and employee control of investment choices, along with eligibility to participate in various Voluntary Supplemental Retirement Plans (401k, 403b. 457). This position is not eligible to participate in the NC Teachers’ and State Employees’ Retirement System (TSERS). Additionally, this position offers multiple voluntary options for Medical, Dental, Vision, and Life Insurance as well as various supplemental plans including Critical Illness, Flexible Spending Accounts, Cancer, and Disability.

Minimum Education/Experience:

Graduation from high school and one year in the field of technology related to the position’s role. Computer coursework may be substituted year-for- year for the required experience; or an equivalent combination of education and experience. Journey level requires an additional six months experience.

License or Certification required by statute or regulation:

None

Preferred Experience, Skills, Training/Education:

Have a solid knowledge of Microsoft Windows, Word and Excel.Have a solid dental office knowledge along with the ability to troubleshoot and problem solveDental Office work experience is desired.Have strong Customer Service skills.Have excellent communication skills, telephone skills and writing skillsHave excellent interpersonal skills with the ability professionally handle and resolve stressful situationsHave the ability to prioritize and adapt to changeBe detail oriented and have the ability to handle confidential informationExperience with axiUm Dental Software application.

License or Certification required by the Department:

None

Special Instructions to Applicant:

  • Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application. Do not write ‘see resume’ on your application when completing the job duties section.
  • If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment).
  • Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.
  • Applicants must be currently authorized to work in the United States on a full-time basis.

Job Open Date:

04/05/2024

Job Close Date - Positions will be posted until 11:59 p.m. EST on this date; If no closing date is indicated, the position will be posted until filled and may close at any time after the recruitment has been completed. :

04/16/2024

Open Until Filled:

No

Quick Link for Direct Access to Posting:

https://ecu.peopleadmin.com/postings/70098

Alternate option:

If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

AA/EOE:

East Carolina University is an equal opportunity and affirmative action employer and seeks to create an environment that fosters the recruitment and retention of a more diverse student body, faculty, staff and administration. We encourage qualified applicants from women, minorities, veterans, individuals with a disability, and historically underrepresented groups. All qualified applicants will receive consideration for employment without regard to their race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, or veteran status.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act (ADAAA) should contact the Department of Human Resources at (252) 737-1018 (Voice/TTY) or ADA-Coordinator@ecu.edu.

Eligibility for Employment:

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. If highest degree earned is from an institution outside of the U.S. and its territories, final candidates are required to have their degree validated as equivalent to the degree conferred by a regionally accredited college or university in the U.S.

Office of Human Resources Contact Information:

If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.

Organization

ECU offers a challenging academic environment and an energetic campus life. We are committed to excellence through a talented and diverse faculty and staff. One of the perks of working at ECU is that you can take up to 9 credit hours of classes per year at no cost to you. There is also a textbook loan program in place available to permanent ECU staff and faculty, or their eligible dependent children or spouse. ECU also offers excellent benefits, including health care and retirement plans, and generous leave time.

Scholarship. Discovery. Service. Leadership.

Here, those values are more than just buzzwords. They indicate the wealth of opportunity that ECU students experience while engaging in the rigorous pursuit of knowledge. They define the many ways in which students innovate and forge new paths. They encompass the life lessons our students learn while serving others and improving communities. They emphasize the encouragement our students receive to stand up and lead the way into a brighter tomorrow. http://www.ecu.edu/cs-acad/admissions/whyecu.cfm

To be a national model for student success, public service and regional transformation, East Carolina University:

  • Uses innovative learning strategies and delivery methods to maximize access;
  • Prepares students with the knowledge, skills and values to succeed in a global, multicultural society;
  • Develops tomorrow's leaders to serve and inspire positive change;
  • Discovers new knowledge and innovations to support a thriving future for eastern North Carolina and beyond;
  • Transforms health care, promotes wellness, and reduces health disparities; and
  • Improves quality of life through cultural enrichment, academics, the arts, and athletics.

http://www.ecu.edu/cs-admin/chancellor/mission-and-vision.cfm

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