IT Desktop Technician I, Full Time, Second Shift

IT Desktop Technician I

UC Health is hiring a Full Time, Second Shift (12p to 8:30p) IT Desktop Technician I for IS&T Client Field Services department. The IT Desktop Technician 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.

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. Learn more at uchealth.com.

Responsibilities

Problem Resolution

• 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.

Installation

• Installs, tests, and deploys hardware and software.
• Monitors and maintains records regarding installation and maintenance of current hardware and software.
• Follows installation and inventory guidelines of the IS&T department.

Problem Identification

• 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.
• Performs diagnostic testing, end user training as necessary, documents solutions, and optimizes system performance.
• Uses technology tools to identify problems with the user.

Project Support

• 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.
• Assists senior support technicians in testing and evaluating new hardware.

Qualifications

• Minimum Required: High School Diploma or GED
• Certificate: A+, MCP
• Preferred: 0-1 Years of IS&T experience.
• Working experience with computers, software installation, and networking. Proficiency in current computer operating systems such as MS Windows; some working knowledge of MAC OS, and Linux. Knowledge of SCCM imaging, good understanding of computer equipment, including laptops/desktops, printers, and other peripherals.

Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!

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. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is an EEO employer.