Desktop Support Technician II

About the role

The Desktop Support Technician II role functions at an ITIL Tier 2 support level - which is the first escalation point after the IT Help Desk attempts to resolve a problem. This position is a 100% on-site job, due to the hands-on work and frequent transport of equipment required.

Responsibilities

• Install, troubleshoot and support IT Desktop Technology including Windows proficiency, software installation, testing desk-side network and phone cable termination, PC imaging, BIOS / Service Pack patching, Desktop ergonomic wire-management, and General Troubleshooting support.
• Manage and support Windows PCs & laptops, DELL WYSE thin clients, printers, copiers, phones, scanners, barcode readers, e-Sign devices, tablets, and other IT endpoint devices.
• Collaborate with vendors or other DCH technical departments to install allowed software using approved application deployment systems or standard manual methods.
• Proactively improve IT performance, correct issues or reactively restore service in cooperation with various User stakeholders, Information Technology teams, DCH Departments, independent DCH business partners and vendor support personnel.
• Simulate or recreate User problems to understand operating difficulties. Recommend system modifications or improvements to reduce User problems.
• Document progress and complete tasks in the appropriate IT support solution. Follow up daily on open cases with the customer, making notes or conversations in the ticket in order for the communication to be part of the record.
• Communicate technical or complex terms and explanations in user friendly, non-technical language. Respond promptly to phone calls and electronic communications.
• Use the online knowledge base to resolve known issues at the lowest point of escalation. Contribute to the knowledge base in order to improve the entire team’s subsequent troubleshooting.
• Identify when high impact, urgent or complex issues need to be escalated rapidly. Use informed reasoning to try to resolve tasks before escalating them, whenever possible. Ensure the success of escalated issues by providing a statement in the ticket of what was attempted, and what assistance is still needed.
• Ensure the success of escalated issues by providing a statement in the ticket of what was attempted, and what assistance is still needed. Verify the point of escalation is aware of the issue.
• Participate in Desktop Team on-call coverage, usually 1 out of every 9 weeks.

Qualifications

• Associates / Technical degree in a Computer Science or related field with 1 year of relevant work experience.
• OR HS diploma / GED with a combination of relevant IT Certifications and 2 or more years of relevant IT Desktop work experience.
• OR HS diploma / GED with 3 or more years of relevant IT Desktop work experience.
• Higher Level Degrees, Certifications And Experience Are Preferred.
• IT Desktop Support experience in a Health Care IT setting is preferred.
• Related skills, certifications and experience for a Desktop Support Specialist include mid-level proficiency in some combination of personal computer, desktop hardware, networking (LAN/WAN), telecommunications, applications, operating system skills, and customer service.
• Must be able to read, write legibly, speak and comprehend English.

Skills

• Windows proficiency
• Software installation
• Network troubleshooting
• BIOS / Service Pack patching
• Desktop ergonomic wire-management
• General troubleshooting support
• Mid-level proficiency in personal computer, desktop hardware, networking (LAN/WAN), telecommunications, applications, operating system skills, and customer service

Benefits

This position offers a competitive salary and benefits package, including health insurance, retirement plans, and paid time off.

Pay

Salary range: $50,000 - $60,000 annually.

Schedule

Full-time, 40 hours per week, with occasional on-call coverage.

Work Context

• Frequent Contact with Others via face-to-face meetings, telephone, or otherwise.
• Frequent Dealing Professionally with External Customers including Patients, Physicians, Vendors, Contractors and Business Partners.
• Occasional need to deal with Unpleasant or Angry People, this is a customer facing service role.
• Frequent monitoring and response to Electronic Mail or Text Messages during work hours is expected.
• Frequent and meaningful communication in face to face meetings, email, and telephone use.
• Teamwork is key for this position, priorities can change suddenly and the team must adapt.

Physical Work Conditions

• Dynamic Strength - primarily repetitive functions like using a screwdriver to tighten/loosen several screws.
• Extent Flexibility - The ability to bend, stretch, twist, or reach with your body, arms, and/or legs.
• Static Strength / Trunk Strength - enough to lift a 50 pound printer on and off a cart and replace one on the user’s desk.
• Support Team duty involves lifting 50 pounds and lifting and/or carrying such articles as printers, paper boxes, PC's, ladders and telephone hardware including sets and distribution system materials.
• Desktop Support involves standing, walking, climbing ladders, pulling cables, drilling holes, and other mechanical duties that require sound motor skills.
• Requires being able to stoop, kneel, and crouch downward and forward by bending legs and spine.
• Has the ability to reach and extend hands and arms in any direction, bending, crawling, and stooping.
• Proper protective equipment will be provided as work environments can include new construction, existing office spaces/desks and medical treatment areas.
• May involve occasional need especially in Patient Rooms to - Wear Common Protective or Safety Equipment such as Safety Shoes, Gloves, Gowns, mouth/nose face mask, Hard Hats.

Physical Factors

• Ability - Dynamic Strength, Extent Flexibility, Static Strength / Trunk Strength, Support Team duty, Desktop Support, Stoop, Kneel, Crouch, Reach, Extend Hands and Arms, Bend Legs and Spine, Reach and Extend Hands and Arms in Any Direction, Bending, Crawling, Stooping, Wear Common Protective or Safety Equipment such as Safety Shoes, Gloves, Gowns, mouth/nose face mask, Hard Hats.

Requirements

Please indicate the physical requirements of the job. Frequently - Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.