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.