IT Desktop Technician III, Full-Time, First Shift, IS&T

Responsibilities

• Maintains the Help Desk Call Ticketing System - Client Services queue and responds to user problem calls.
• Mets 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.
• Affords knowledge of resources, guidelines, and organizational values in decision making process.
• Acts as a technical resource for IT Desktop Technician 1 and Technician 2 during and after shift hours.
• Provides on the job training for newly hired technicians.
• Coordinates queue assignments among technician groups.
• Installs, tests and deploys hardware and software.
• Affords equipment warranty status, coordinates RMAs and any related discrepancies.
• Performs routine check on equipment repair queue.
• 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.
• Utilizes technology tools to identify problems with the user.
• Reviews Client Services incident queues, identifies any patterns, and makes suggestions to improve processes.
• Performs pro-active rounding of hardware like MCPs, bar code scanners etc. to help manage device fleet and conduct related user training.
• Uses independent judgement to troubleshoot issues.
• 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.
• Performs departmental rounding of areas, ex. OR, ED.
• Ensures proper tracking of liquidation of assets – both hardware and software.
• Maintains site inventory of equipment and requests from central stockroom as needed.
• Responsible for coordinating equipment pickup from the dock, verifying updates in ITAM application, and moved to proper storage.
• Other duties as assigned.

Qualifications

• Minimum Required: Associate’s degree in IS&T or related field.
• Preferred: Bachelor’s degree.
• 2 Years equivalent experience can substitute for an Associate’s degree plus 4 years work experience.
• Preferred Certificate: CompTIA A+
• Minimum Required: 4 Years equivalent experience.

About the role

The IT Desktop Technician 3 is a very hands-on member of the infrastructure team responsible for PC desktop/laptop configuration and maintenance, mobile devices, printers, peripheral devices, and application support including Windows operating systems, software, and other applications. This is an internal customer-facing role, and requires excellent prioritization, responsiveness, and customer service along with excellent verbal/written communication skills. Using effective communication, technical, and analytical skills, IT Desktop Technician 3 will participate in projects, provide technical support including maintenance and upgrading of desktops and laptops. IT Desktop Technician 3 will develop and maintain positive working relationships with all internal and external customers and vendors. IT Desktop Technician 3 will coordinate the installation, maintenance, and technical support of all UC Health desktop software and hardware. IT Desktop Technician 3 will provide technical expertise and support to the end user with primary focus on support of Windows OS, MS Office Suite, UC Health supported browsers and application software.