Desktop Support Tech

Position Summary

The Desktop Support Technician family works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests. They are responsible for answering IT requests specific to PC hardware, networks, or software via phone, email, live chat, or instant message. They may find the need to explain solutions in both technical and nontechnical terms. Under general supervision, the MemorialCare Desktop Support Technician performs entry level Tier 2 support. They provide advanced technical trouble shooting and analysis methods to offer resolution to incidents, problems, and requests specific to PC hardware, networks, or software.

Essential Functions And Responsibilities Of The Job

• Buils and installs PCs, and peripheral devices including printers, scanners, mobile and smart phones, related to desktop infrastructure in accordance with department standards.
• Provides advice and guidance to colleagues regarding incidents.
• Explains and documents technical issues in a straightforward way to clients.
• Supports and maintains installed PCs, networks, telephone end points, and peripherals with routine maintenance.
• Captes migration of desktops to most current Windows platform as necessary.
• Identifies, logs, and resolves technical problems with software applications or network systems.
• Creates, maintains, and distributes reports of progress on work efforts to leadership.
• Identifies potential changes and system improvements to present to leadership for consideration and implementation.
• Ensures that work is carried out within agreed service levels and in accordance with department guidelines.
• Owes daily documentation of achievements, through enterprise ticket tracking systems. Follows guidelines established for tracking efforts related to assigned responsibilities and all hours worked are recorded for aid and analysis.

Minimum Requirements Qualifications/Work Experience

• Minimum 1-year desktop support experience
• Obtained strong knowledge of PC hardware and networks including installation requirements and LAN\WAN
• Demonstrated knowledge of software including Microsoft Operating System
• Demonstrated use of effective verbal and written communication to successfully achieve end user support
• Proven analytical, logical thinking, and problem-solving skills to resolve reported issues
• Experienced in a healthcare environment preferred

Education/Licensure/Certification

• A+ Certification
• Microsoft Networking Essentials certification preferred