Desktop Support Tech I

Provides support through multiple channels with a primary focus on side-by-side support for installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software. Creates and maintains knowledge articles in accordance with departmental standards.

Responsibilities

• Assist users with the installation, configuration, and ongoing usability of supported computing platforms, peripheral devices, and software within established standards and guidelines.
• Provide support over the telephone, through email, online chat, and/or at the desk side in a prompt, professional, and courteous manner.
• Work with third-party vendors to resolve technical problems with desktop computing equipment and software.
• Communicate effectively, both orally and in writing, under potentially adverse situations with a focus on customer service and satisfaction.
• Obtain and thoroughly document all pertinent information in the diagnosis and resolution of problems using the Hospital Service Desk tracking system.
• Maintain proficiency in hardware, software, networking, and other technologies related to the HITS department.
• Participate in Hospital technology projects as assigned.
• Maintain an accurate accounting of time spent on end-user issues and HITS projects.
• Prioritize and resolve user issues within Hospital-defined Service Level Agreements (SLAs).
• Troubleshoot and resolve reported issues, collaborating with and escalating to appropriate technology teams when necessary.
• Document trouble ticket resolutions with attention to detail, maintain Hospital knowledgebase articles, and actively participate in maintaining support policies and procedures.
• Manage time and resources effectively in the best interest of the Hospital.
• Compile data to maintain inventory, purchasing, shipping, and other records.
• Identify training opportunities to improve productivity and proficiency within the department or Hospital.
• Train end users on basic hardware, software, and network resources on a one-on-one basis.
• Provide on-site and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
• Participate in on-call rotation to provide end-user support during off hours, holidays, and weekends.
• Work in a team-oriented, collaborative environment.
• Perform the professional, clinical, and/or technical competencies of the assigned unit or department.

These statements describe essential functions of the job but are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary depending on the department or unit. Other duties may be assigned as required.

Requirements

• Associate's Degree in a technology-related field or 1 year of experience in lieu of the degree.
• High School Graduate or GED.

Qualifications

• Training or experience in Windows operating system and/or Apple ecosystems (preferred).
• Experience in face-to-face or online customer service/support (preferred).

Schedule

Full time