Desktop Support Technician

DESCRIPTION

This is an exciting opportunity for those with a passion for delivering and supporting PC desktops to highly mobile health care workers using leading edge technologies.

The Desktop Technician’s role is to ensure proper computer operation so that end-users can accomplish business tasks. They also provide a point of contact for end-users to receive support and maintenance within the organization’s desktop computing environment. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests in a help desk setting as well as installing, diagnosing, repairing, maintaining, and upgrading all desktop hardware and software to ensure optimal performance.

RESPONSIBILITIES

Strategy & Planning

Assist in developing long-term strategies and capacity planning for meeting future desktop technology requirements.

Utilizing online knowledge-bases, proactively research and evaluate documented resolutions and analyze trends for ways to prevent future problems.

Acquisition, Deployment and Asset Management

Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.

Write technical specifications for purchase of PCs, desktop hardware and related products.

Assist in maintaining desktop hardware & software inventory and technical baselines including associated vendor lease and maintenance terms and services.

Follow established HCAT change management procedures.

Problem Incident Management

Proactively identify and resolve desktop computing technical problems. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Retroactively resolve end-user problems and respond to end-user requests and questions in help desk setting to meet established service levels. Build rapport and elicit problem details from help desk customers in a courteous manner. Escalate problems (when required) to the appropriately experienced technician. Perform post-resolution follow-ups to help requests with end-users to confirm problem resolution and ensure customer satisfaction.

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved.

Record, track, and document help desk tickets, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Accurately document instances of desktop equipment or component failure, repair, installation, and removal.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Collaborate and troubleshoot with IT support and equipment vendors and regional health system IT staff as needed.

User Request Management

Install, configure, test, maintain, and monitor end-user workstations and related hardware and software in order to deliver required desktop service levels. Deploy standard desktop software images and assist in their design and engineering.

Fulfill user account login add and change requests following established security policies and procedures. Document all pertinent end-user identification information, including name, department, contact information, employee ID, etc.

Develop help documents for end-users such as “quick-starts” and frequently asked questions.

POSITION REQUIREMENTS

Formal Education & Certification

College diploma or university degree in the fields of computer science or engineering and/or 5 years equivalent work experience.

CompTIA A+ or MCP in Windows OS certification is required.

MCSA, ITIL Foundation, HDI certifications are a plus

Knowledge & Experience

Excellent technical knowledge of desktop hardware and software.

Excellent technical knowledge of Microsoft Windows operating systems and Active Directory.

Working technical knowledge of computer networking including ethernet and IP protocols, etc.

Extensive application support experience with Microsoft Office and SharePoint applications.

Working knowledge of Citrix application virtualization and deployment technologies

Hands-on desktop hardware, software and network troubleshooting experience.

Hands-on help desk support call center experience.

Ability to read and understand technical manuals, procedural documentation, and OEM guides.

Working knowledge of a range of desktop imaging, scripting and diagnostic utilities.

Strong IT process documentation skills.

Working knowledge of HIPAA privacy and security rules and their impact on IT operations.

Understanding of IT asset management concepts and procedures is a plus.

Personal Attributes

Strong customer-service orientation.

Effective interpersonal and relationship-building skills.

Strong written and oral communication skills.

Ability to present ideas in user-friendly language.

Proven analytical, deductive reasoning and problem-solving skills, with keen attention to detail.

Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

High motivation to complete IT project tasks on schedule and within agreed upon specifications.

Experience working in a team-oriented, collaborative environment.

Physical Demands

Sitting for extended periods of time.

Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.

Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Hearing must be in the normal range for telephone contacts.

Sight requirements include depth perception, ability to adjust vision to bring object into focus; ability to distinguish colors and read numbers. Correctable to 20/20.

WORK CONDITIONS