IT - Desktop Technician III

Erlanger Baroness Hospital, Chattanooga, TN – Standard full-time hours.

About the role

The Desktop Technician III serves as the primary technical resource for the Field Services team, collaborating with other teams to resolve issues. Key responsibilities include mentoring new technicians, maintaining documentation, and providing training. You will support all end-user computing devices—desktops, laptops, tablets, and related applications, peripherals, and tools—in a hospital environment.

Responsibilities

• Provide advanced troubleshooting and repair for personal computers, telecommunications hardware, and software.
• Support end-user computing devices, including desktops, laptops, tablets, and peripherals in a hospital setting.
• Mentor new technicians and deliver training to staff.
• Maintain accurate documentation and organize records.
• Install and troubleshoot Microsoft 365 products.
• Escalate complex issues as needed while resolving routine problems independently.
• Communicate effectively with a diverse customer base, including physicians, technical, and administrative staff.
• Monitor and manage deviations from service-level agreements (SLAs) and take corrective action.
• Verify timely completion of problem investigations and resolutions.
• Analyze problem-management processes and recommend improvements using available tools.
• Participate in an on-call rotation and travel to supported sites for project development, installations, and upgrades.
• Identify and investigate suspect software or hardware components to initiate preventive measures.
• Ensure known errors in systems and services are documented and managed.
• Produce reports on defect/problem data and keep relevant staff informed of system status.
• Perform other duties as assigned to meet departmental and organizational objectives.

Requirements

• Minimum 7 years of experience with advanced proficiency in troubleshooting and repairing personal computers, telecommunications hardware, and software.
• High School Diploma (required).
• Associate’s Degree in Computer Technology or equivalent work experience (required).
• Bachelor’s Degree in Computer Technology (preferred).
• Valid driver’s license (required).
• Microsoft Certified Desktop Professional certification (preferred).
• Knowledge of Apple products, tablets, mobile devices, and non-standard hardware.
• Any related computer certification or training (preferred).

Skills

• Strong verbal and written communication skills.
• Analytical problem-solving and planning abilities.
• Customer service excellence for a diverse user base.
• Ability to work under pressure, multitask, and manage multiple locations in stressful situations.
• Professional demeanor, teamwork, and flexibility in work schedule, including after-hours availability.
• Critical thinking to diagnose and resolve technical issues.
• Organizational skills for maintaining a neat work area and well-structured filing system.