Technical Support Specialist II (Desktop Support)

Job Description:

VALLEY MEDICAL CENTER

JOB DESCRIPTION

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands, and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.

TITLE: Technical Support Specialist II (Desktop Support)

ROLE: Desktop Support

DEPARTMENT: Information Technology, Technical Services.

WORK HOURS: As required to fulfill responsibilities.

REPORTS TO: Manager/Supervisor, Technical Services

PREREQUISITES:

• Minimum two (2) years of technical school or similar experience may replace schooling, required.

• Minimum two (2) years' experience troubleshooting in a Customer Service or Help Desk Support role. Exceptional customer service skills are a must.

• Minimum two (2) years' experience with Wintel PC's and iOS / Apple products, required.

• Demonstrated ability to install and repair PC hardware, software, printers, PC peripherals and related equipment via ticketing system.

• Minimum two (2) years' experience with the installation or management of Windows 2K Networks.

• Experience with Install and support of PC, laptop, tablet and mobile hardware and software via remote management tools (certifications from CompTIA, Microsoft or HDI are a plus).

• Comptia A+ OR HDI Desktop Support Technician OR ITIL foundations OR Comptia Project+, required.

• Experience with VDI, Citrix, and other virtual desktop technologies.

QUALIFICATIONS:

• Ability to work independently and in teams with exceptional customer service, troubleshooting, communication, and organizational skills.

• Experience with currently installed computer and telephone equipment, operating systems, PC peripherals and desktop applications.

• Install, configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment

• Diligent, results-oriented work habits. Ability to diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature.

• Ability to set priorities, produce accurate work, and meet deadlines; ability to function in a setting with a wide variety of duties and numerous interruptions.

• Demonstrated ability to understand and follow detailed instructions.

• Demonstrated continued professional development.

• Experience working with project management methodologies and acting as a project resource.

UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT, AND WORKING CONDITIONS:

Requires the ability to move PC's and printers weighing up to 50 lbs. Can tolerate all aspects of a hospital environment specifically in an operating room setting. Requires planning, organizing, and working on multiple tasks at one time. Tolerates ambiguity in instructions and work situations.

PERFORMANCE RESPONSIBILITIES:

• Generic Job Functions: See Generic Job Description for Administrative Partner.

• Essential Responsibilities and Competencies:

• High Level independent and team PC troubleshooting skills. Able to troubleshoot complicated, integrated systems.

• Detailed documentation and organization skills.

• Ability to mentor and assist onboarding new staff.

• Keeps CIO/Manager/Supervisor informed of any major system problems.

• Prepares for new and changed systems and operating environment by completing training programs as required.

• Understands current and emerging technologies and health care trends.

• Reports all compromises of security or information to Manager /Supervisor immediately.

• Completes assigned tasks within designated time frames.

• Operates equipment following established procedures.

• Troubleshoots all hardware and software problems, taking appropriate corrective action, or escalates trouble ticket to Supervisor or analyst. Follows up on all problems insuring prompt resolution.

• Provides after-hours support according to posted on-call schedule.

• Documents all problems and their resolution according to department procedure. Updates, creates, assigns, follows-up, and closes open trouble tickets as needed.

• Answers, logs, and follows up on all tickets assigned to Desktop Support queue.

• Creates and/or maintains departmental documentation to reflect current environment and any system or procedural changes.

TASK LIST:

• Escalates technical trouble calls to technical support staff or appropriate resource.

  Track equipment for RMA and work orders.

  Maintains a trouble call clearance rate in accordance with departmental standards.

  Maintain/update customer and equipment database records as well as tracks user problems for trends.

  Maintains supplies as needed for production.

Date Created:

Revised: 7/19, 6/23

Grade: NC06

FLSA: E

Cost Center: 8552

Job Qualifications:

PREREQUISITES:

• Minimum two (2) years of technical school or similar experience may replace schooling, required.

• Minimum two (2) years' experience troubleshooting in a Customer Service or Help Desk Support role. Exceptional customer service skills are a must.

• Minimum two (2) years' experience with Wintel PC's and iOS / Apple products, required.

• Demonstrated ability to install and repair PC hardware, software, printers, PC peripherals and related equipment via ticketing system.

• Minimum two (2) years' experience with the installation or management of Windows 2K Networks.

• Experience with Install and support of PC, laptop, tablet and mobile hardware and software via remote management tools (certifications from CompTIA, Microsoft or HDI are a plus).

• Comptia A+ OR HDI Desktop Support Technician OR ITIL foundations OR Comptia Project+, required.

• Experience with VDI, Citrix, and other virtual desktop technologies.

QUALIFICATIONS:

• Ability to work independently and in teams with exceptional customer service, troubleshooting, communication, and organizational skills.

• Experience with currently installed computer and telephone equipment, operating systems, PC peripherals and desktop applications.

• Install, configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment

• Diligent, results-oriented work habits. Ability to diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature.

• Ability to set priorities, produce accurate work, and meet deadlines; ability to function in a setting with a wide variety of duties and numerous interruptions.

• Demonstrated ability to understand and follow detailed instructions.

• Demonstrated continued professional development.

• Experience working with project management methodologies and acting as a project resource.