Site Support Technician/Full-time/ Mercy St. Louis

About the role

The Service Center Technician is responsible for Level 1 support of all Mercy owned desktop hardware installation, maintenance, peripherals (monitors, scanners, handheld devices, etc.) and network equipment. Duties also include asset and inventory management, routine audits, and software support. The primary function is to fulfill customer requests, resolve customer technical problems and respond to customer questions in a quality and timely manner to ensure ongoing effectiveness of the desktop computing environment.

Responsibilities

• Provide service and customer support during field visits while building positive relationships with customers.
• Complete work orders and incidents as assigned for hardware related issues.
• Diagnose errors or technical problems and determine proper solutions.
• Deploy and track new desktop hardware and peripheral assets.
• Maintain asset inventory compliance for all Mercy hardware.
• Perform end-user training for best practices including Mercy's hardware and software standards.
• Assist Hardware Lifecycle Management in hardware configuration, repair, RMAs, and decommissioning of client hardware devices.
• Perform warm hand-offs of priority tickets to other MTS teams.
• Perform preventive maintenance for all desktop hardware and related peripherals.
• Ensure that security policies and best practices are implemented and followed effectively at every location.
• 24 x 7 support for all Priority 1 and 2 incidents.
• Hours may vary based upon labor needs including weekends and nights.
• Travel up to 125 miles may be required.
• Activation and installation of network and phone devices.
• Support of activation and setup of Mercy owned handheld devices.
• Responsible for individual and department moves.

Required Qualifications

• Associate's degree in computer science, Information Systems, or other two- or four-year degree with significant IT experience OR equivalent experience.

Preferred Qualifications

• Bachelor's Degree in Computer Science or Information Systems (or equivalent experience)
• Three years' experience in a large healthcare system.
• Dell Desktop Hardware Certification

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Tuition support
• Matched retirement plans for team members working 32+ hours per pay period