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 Windows PCs & laptops, DELL WYSE thin clients, printers, copiers, phones, scanners, barcode readers, e-Sign devices, tablets, and other IT endpoint devices.
• Manage and support all Desktop Hardware running on hardwired, wireless, DHCP and Static IP networks.
• Collaborate with vendors or other DCH technical departments to install allowed software.
• 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. 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 and phone cable termination
• PC imaging
• Bios / Service Pack patching
• Desktop ergonomic wire-management
• General Troubleshooting support

Benefits

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

Pay

$60,000 - $70,000 annually

Schedule

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