IT Desktop Technician I, Full Time, Second Shift

About the role

UC Health is hiring a Full Time, Second Shift (12p to 8:30p) IT Desktop Technician I for IS&T Client Field Services department.

Responsibilities

• Maintains the Help Desk Call Ticketing System - Client Services queue and responds to user problem calls.
• Meets or exceeds SLAs defined by IS&T leadership.
• Uses technology tools to resolve problems.
• Responds quickly to reported issues.
• Listens to the end-user and asks insightful questions to determine the issue.
• Uses logical diagnostics techniques to determine root cause and communicates in a clear and professional manner the final resolution.
• Works with IS&T staff members and users to resolve system problems in a timely fashion.
• Applies knowledge of resources, guidelines, and organizational values in decision making process.
• Installs, tests, and deploys hardware and software.
• Maintains records regarding installation and maintenance of current hardware and software.
• Follows installation and inventory guidelines of the IS&T department.
• Interacts with technicians and other IS&T support staff to identify system/network problems.
• Utilizes the Help Desk Call Ticketing system to gather, organize, and track information.
• Utilizes the Internet, Handbooks, Vendors, and Resource guides to assist in pinpointing problems as quickly as possible.
• Performs diagnostic testing, end user training as necessary, documents solutions, and optimizes system performance.
• Uses technology tools to identify problems with the user.
• Works with IS&T staff, department representatives and vendors as necessary to provide technical support; installation, upgrade, and maintenance of new and current systems within UC Health.
• Affords assistance in testing and evaluating new hardware.

Qualifications

• Minimum Required: High School Diploma or GED
• Certificate: A+, MCPPreferred: 0-1 Years of IS&T experience.
• Working experience with computers, software installation, and networking.
• Proficiency in current computer operating systems such as MS Windows; some working knowledge of MAC OS, and Linux.
• Knowledge of SCCM imaging, good understanding of computer equipment, including laptops/desktops, printers, and other peripherals.