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

Location: Cincinnati, OH, United States

About UC Health

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching—a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction.

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering. As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world.

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, the IT Desktop Technician 3 will participate in projects, provide technical support including maintenance and upgrading of desktops and laptops, and develop and maintain positive working relationships with all internal and external customers and vendors.

Responsibilities

• Monitors 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.
• 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.
• Assesses equipment warranty status, coordinates RMAs, and any related discrepancies.
• Performs routine checks on equipment repair queue.
• Monitors and 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.
• Uses the Internet, handbooks, vendors, and resource guides to assist in pinpointing problems as quickly as possible.
• Uses technology tools to identify problems with the user.
• Reviews Client Services incident queues, identifies any patterns, and makes suggestions to improve processes.
• Performs proactive rounding of hardware like MCPs, barcode scanners, etc., to help manage the device fleet and conduct related user training.
• Uses independent judgment 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, e.g., 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 moving to proper storage.
• Other duties as assigned.

Requirements

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