Desktop Support Technician

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Corporate Services

Department: IS - HUP

Location: HUP/hybrid

Summary:

The Desktop Support Technician:

• Provides on-site field support to customers. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.

• Provides on-site field support to customers including installation, servicing and repairing of systems equipment.

• Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.

• Assists in instructing customers in the operation and maintenance of systems/equipment.

• Acts as a liaison with customers on administrative and technical matters for assigned projects.

• Performs analyses and prepares reports on system problem trends and issues.

• Performs testing of the final product and works with the customer to assure that the product performs as planned.

• Performs or updates inventory as appropriate.

• Updates tickets and assignments according to established procedures.

• Participates in on-call rotation as assigned.

• Performs other duties as assigned.

Responsibilities:

• Delivers customer service to IS clients seamlessly across system boundaries.

• Ensures safety, confidentiality & security of employee and Patient data.

• Promptly identifies, documents, and resolves problems with system functionality.

• Clearly communicates problems, issues and potential solutions to team members, clients and organizational administration.

• Excellent interpersonal & communication skills to work with users, fellow team mates and management.

• Good organization & time management skills.

• Demonstrates good follow up and follow through skills to ensure that all break/fix and project assignments are completed timely and in a quality fashion.

• Develops a detailed technical knowledge of end user devices business processes, identifies process improvement initiatives and targeted opportunities for improvements.

• Collaborates with peers across the enterprise to develop new policies and procedures relating to change control, and maintenance of the applications and hardware systems.

• Participates in the creation and maintenance of all documentation for assigned applications and hardware systems in order to establish standards for configuration and enhancements within the entity.

• Participates in the development, and execution of test plans that are comprehensive and inclusive of application & hardware functionality changes and/or enhancements to ensure successful outcomes.

• Demonstrates analytical and problem solving skills. Ability to solve non-complex hardware and equipment problems.

• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures

• Other duties as assigned to support the unit, department, entity, and health system organization

Education or Equivalent Experience:

• H.S. Diploma/GED is required.

• 3+ years of field support experience is required.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

REQNUMBER: 333959