Desktop Support Technician II

About the role

This position functions at an ITIL Tier 2 support level, serving as the first escalation point after the IT Help Desk. The Desktop Support Technician II is responsible for the implementation, troubleshooting, and ongoing support of IT desktop technology in a 100% on-site role. Due to the hands-on nature of the work and frequent transport of equipment, physical presence onsite is essential. This role requires servicing equipment in and out of patient care areas using appropriate clinical safety precautions.

Responsibilities

• Install, 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.
• Install, manage, and support desktop hardware on hardwired, wireless, DHCP, and static IP networks, collaborating with vendors or other 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, departments, business partners, and vendor support personnel.
• Simulate or recreate user problems to understand operating difficulties and recommend system modifications or improvements to reduce user issues.
• Follow Information Technology Security Policies and participate in annual security training, including HIPAA compliance.
• Document progress and complete tasks in the IT support solution, following up daily on open cases with customers and recording communications in tickets.
• Communicate technical or complex terms 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 the knowledge base to improve team troubleshooting.
• Identify and escalate high-impact, urgent, or complex issues rapidly, providing informed reasoning and documenting attempts made before escalation.
• Ensure the success of escalated issues by documenting what was attempted and what assistance is still needed.
• Participate in Desktop Team on-call coverage, typically 1 out of every 9 weeks.
• Maintain performance, patient, and employee satisfaction standards as outlined in performance evaluations.
• Adhere to DCH Behavioral Standards, including creating positive relationships with patients, families, coworkers, and colleagues.
• Perform essential job functions safely for patients, visitors, and employees, identifying and reducing unsafe practices.
• Use electronic mail, time and attendance software, learning management software, and the intranet as required.
• Adhere to all DCH Health System policies and procedures.

Requirements

• Associate’s or technical degree in Computer Science or a related field with 1 year of relevant work experience, or a high school diploma/GED with a combination of relevant IT certifications and 2+ years of relevant IT desktop work experience, or a high school diploma/GED with 3+ 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 personal computer hardware, networking (LAN/WAN), telecommunications, applications, operating systems, and customer service.
• Ability to read, write, speak, and comprehend English.

Skills

• Windows proficiency, including software installation, PC imaging, BIOS/service pack patching, and desktop ergonomic wire management.
• Testing desk-side network and phone cable termination.
• General troubleshooting and applying IT solutions to a wide range of issues.
• Strong interpersonal relationship skills, including frequent contact with others via face-to-face meetings, telephone, or other means.
• Ability to cooperate and cross-train effectively with team members.
• Professional interaction with external customers, including patients, physicians, vendors, contractors, and business partners.
• Handling unpleasant or angry individuals in a customer-facing service role.
• Monitoring and responding to electronic mail or text messages during work hours.
• Effective communication in face-to-face meetings, email, and telephone use.
• Adaptability to sudden priority changes and teamwork.

Working Conditions

• Physical Work Conditions:
  • Occasional cramped workspaces and awkward positions.
  • Occasional travel in an enclosed vehicle or equipment.
  • Usual location indoors, environmentally controlled; occasional exposure to non-environmentally controlled indoor spaces.
  • Brief exposure outdoors during equipment transport.
  • Occasional bending, twisting, climbing ladders, balancing, kneeling, crouching, stooping, or crawling.
  • Frequent sitting for long durations; frequent use of hands to handle, control, or feel objects, tools, or controls.
  • Occasional need to wear protective equipment such as safety shoes, gloves, gowns, masks, or hard hats, especially in patient rooms.
• Physical Requirements:
  • Frequently sedentary work: exerting up to 10 pounds of force occasionally.
  • Frequently light work: exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently.
  • Occasionally medium work: exerting up to 50 pounds of force occasionally, and/or up to 30 pounds frequently, and/or up to 10 pounds constantly.
  • Ability to lift and transport equipment, including printers, PCs, ladders, and telephone hardware (up to 50 pounds).
  • Standing, walking, climbing ladders, pulling cables, drilling holes, and performing mechanical duties requiring sound motor skills.
  • Stooping, kneeling, crouching, bending, crawling, and reaching in various directions.
  • Hearing and vision must be normal or corrected to within normal range.
  • Ability to perform duties with or without reasonable accommodation.
• Work Context:
  • Approximately 40-hour workweek, with occasional additional hours during on-call or disaster response.
  • Significant freedom in decision-making regarding prioritization and deployment of responsibilities.
  • High impact of decisions on co-workers or company results, as healthcare functions rely on operational IT equipment.
  • Constant monitoring and reprioritization of tasks due to time pressures and service level agreements.