Desktop Support Technician II

Desktop Support Technician II

The Desktop Support Technician II role functions at an ITIL Tier 2 support level – which is the first escalation point after the IT Help Desk attempts to resolve a problem. Desktop Support Technician II is responsible for the implementation, troubleshooting, and ongoing support of IT desktop technology that includes Windows proficiency, software installation, testing desk-side network and phone cable termination, PC imaging, BIOS/Service Pack patching, desktop ergonomic wire-management, and general troubleshooting support – applying IT solutions to a wide range of issues. This position is a 100% on-site job, due to the hands-on work and frequent transport of equipment required. This position is required to service equipment in and out of patient care areas using the appropriate clinical safety precautions.

Responsibilities

Install, manage, and support Windows PCs & laptops, DELL WYSE thin clients, printers, copiers, phones, scanners, barcode readers, e-Sign devices, tablets, and other IT endpoint devices.

Install, manage, and support all desktop hardware running on hardwired, wireless, DHCP, and static IP networks. May involve collaborating with vendors or other DCH technical departments.

Install allowed software using approved application deployment systems or standard manual methods.

Proactively improve IT performance, correct issues, or reactively restore service in cooperation with various user stakeholders, information technology teams, DCH departments, independent DCH business partners, and vendor support personnel.

Simulate or recreate user problems to understand operating difficulties. Recommend system modifications or improvements to reduce user problems.

Commit to fostering an environment of heightened security by following information technology security policies and participating in security training, such as Health Insurance Portability & Accountability Act (HIPAA), on an annual basis.

Document progress and complete tasks in the appropriate IT support solution. Follow up daily on open cases with the customer, making notes or conversations in the ticket in order for the communication to be part of the record. Communicate technical or complex terms and explanations in user-friendly, non-technical language.

Respond promptly to phone calls and electronic communications.

Use the online knowledge base to resolve known issues at the lowest point of escalation. Contribute to the knowledge base in order to improve the entire team’s subsequent troubleshooting.

Identify when high impact, urgent or complex issues need to be escalated rapidly. Use informed reasoning to try to resolve tasks before escalating them, whenever possible.

Ensure the success of escalated issues by providing a statement in the ticket of what was attempted, and what assistance is still needed. Verify the point of escalation is aware of the issue.

Participate in Desktop Team on-call coverage, usually 1 out of every 9 weeks.

DCH Standards

Maintains performance, patient and employee satisfaction, and financial standards as outlined in the performance evaluation.

Performs compliance requirements as outlined in the Employee Handbook.

Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues, and with self.

Performs essential job functions in a manner that ensures the safety of patients, visitors, and employees.

Identifies and reduces unsafe practices that may result in harm to patients, visitors, and employees.

Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors, and employees.

Requires use of electronic mail, time and attendance software, learning management software, and intranet.

Must adhere to all DCH Health System policies and procedures.

All other duties as assigned.

Qualifications

Required Minimum Qualifications:

• Associates/Technical degree in a computer science or related field with 1 year of relevant work experience.

OR

• HS diploma/GED with a combination of relevant IT certifications and 2 or more years of relevant IT desktop work experience.

OR

• HS diploma/GED with 3 or more years of relevant IT desktop work experience.

Higher level degrees, certifications, and experience are preferred.

IT desktop support experience in a health care IT setting is preferred.

Related skills, certifications, and experience for a Desktop Support Specialist include: mid-level proficiency in some combination of personal computer, desktop hardware, networking (LAN/WAN), telecommunications, applications, operating system skills, and customer service.

Must be able to read, write legibly, speak, and comprehend English.