Desktop Support Technician II

About the role

The Desktop Support Technician II functions at an ITIL Tier 2 support level—the first escalation point after the IT Help Desk attempts to resolve a problem. This position is responsible for the implementation, troubleshooting, and ongoing support of IT desktop technology, including Windows proficiency, software installation, desk-side network and phone cable termination, PC imaging, BIOS/service pack patching, desktop ergonomic wire management, and general troubleshooting support. The role applies IT solutions to a wide range of issues and requires on-site presence due to hands-on work and frequent transport of equipment. It also involves servicing equipment in and out of patient care areas using appropriate clinical safety precautions.

Responsibilities

• Install, manage, and support Windows PCs and laptops, Dell Wyse thin clients, printers, copiers, phones, scanners, barcode readers, e-sign devices, tablets, and other IT endpoint devices
• Install, manage, and support all desktop hardware running on hardwired, wireless, DHCP, and static IP networks
• Collaborate with vendors or other DCH technical departments as needed
• 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 user stakeholders, IT teams, DCH departments, independent business partners, and vendor support personnel
• Simulate or recreate user problems to understand operating difficulties and recommend system modifications or improvements to reduce user problems
• Commit to heightened security by following IT security policies and participating in annual HIPAA training
• Document progress and complete tasks in the appropriate IT support solution; follow up daily on open cases with customers and record communications in tickets
• Communicate technical concepts 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 and contribute to improve team troubleshooting
• Identify when high-impact, urgent, or complex issues need rapid escalation; attempt resolution before escalating when possible
• Ensure the success of escalated issues by documenting what was attempted and what assistance is still needed; verify the escalation point is aware of the issue
• Participate in desktop team on-call coverage, typically 1 out of every 9 weeks
• Maintain performance, patient and employee satisfaction, and financial standards as outlined in performance evaluations
• Perform compliance requirements as outlined in the Employee Handbook
• Adhere to DCH Behavioral Standards, including creating positive relationships with patients/families, coworkers, and colleagues
• Perform essential job functions in a manner that ensures the safety of patients, visitors, and employees; identify and reduce unsafe practices
• Recognize and take appropriate action to reduce risks and hazards to promote safety for patients, visitors, and employees
• Use electronic mail, time and attendance software, learning management software, and intranet as required
• Adhere to all DCH Health System policies and procedures

Requirements

• Associate/technical degree in Computer Science or related field with 1 year of relevant work experience
• OR high school diploma/GED with a combination of relevant IT certifications and 2 or more years of relevant IT desktop work experience
• OR high school 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 healthcare IT setting is preferred
• Mid-level proficiency in some combination of personal computer hardware, desktop hardware, networking (LAN/WAN), telecommunications, applications, operating systems, and customer service
• Ability to read, write legibly, speak, and comprehend English

Work context

• Important interpersonal relationship skills needed: frequent contact with others via face-to-face meetings, telephone, or otherwise; frequent cooperation and cross-training with others; frequent dealing professionally with external customers including patients, physicians, vendors, contractors, and business partners; occasional need to deal with unpleasant or angry people
• Frequent monitoring and response to electronic mail or text messages during work hours; frequent and meaningful communication in face-to-face meetings, email, and telephone use
• Teamwork is key; priorities can change suddenly and the team must adapt

Physical work conditions

• Occasional cramped work space and awkward positions
• Occasional travel in an enclosed vehicle or transporting equipment
• Usual location: indoors, environmentally controlled; occasional: indoors not environmentally controlled
• Brief exposure during equipment transport: outdoors, exposed to weather
• Occasional need to spend time bending or twisting the body, climbing ladders, keeping or regaining balance, kneeling, crouching, stooping, or crawling
• Frequent long durations spent sitting; frequent need to spend time using hands to handle, control, or feel objects, tools, or controls
• Occasional need, especially in patient rooms, to wear common protective or safety equipment such as safety shoes, gloves, gowns, mouth/nose face masks, or hard hats

Physical factors

• Ability to perform dynamic strength tasks (e.g., repetitive use of a screwdriver); extent flexibility to bend, stretch, twist, or reach with the body, arms, and/or legs; static strength/trunk strength sufficient to lift a 50-pound printer on and off a cart and replace it on a user’s desk
• Support team duties involve lifting 50 pounds and lifting and/or carrying items such as printers, paper boxes, PCs, ladders, telephone hardware, and distribution system materials
• Requires standing, walking, climbing ladders, pulling cables, drilling holes, and other mechanical duties that require sound motor skills
• Must be able to stoop, kneel, and crouch downward and forward by bending legs and spine; reach and extend hands and arms in any direction; bend, crawl, and stoop
• Ability to travel to all Health System facilities
• Frequently: sedentary work involving sitting most of the time with occasional exertion up to 10 pounds
• Frequently: light work involving exertion up to 20 pounds occasionally, up to 10 pounds frequently, and negligible force constantly
• Occasionally: medium work involving exertion up to 50 pounds occasionally, up to 30 pounds frequently, and up to 10 pounds constantly
• Must be able to perform duties with or without reasonable accommodation
• Hearing and vision must be normal or corrected to within normal range
• Physical presence onsite is essential