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 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. Required Minimum Qualifications Associate’s / Technical degree in Computer Science or related field with 1 year of relevant work experience. HS diploma / GED with a combination of relevant IT certifications and 2 or more years of relevant IT Desktop work experience. HS diploma / GED with 3 or more years of relevant IT Desktop work experience. Preferred Qualifications 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. Working Conditions Important interpersonal relationship skills needed. Frequent contact with others via face‑to‑face meetings, telephone, or otherwise. Frequent duties to cooperate and cross‑train with others effectively. Frequent dealing professionally with external customers including patients, physicians, vendors, contractors and business partners. Occasional need to deal with unpleasant or angry people; this is a customer‑facing service role. Frequent monitoring and response to electronic mail or text messages during work hours is expected. Frequent and meaningful communication in face‑to‑face meetings, email, and telephone use. Teamwork is key; priorities can change suddenly and the team must adapt. Physical work conditions encountered include: occasional cramped work space, awkward positions; occasional travel in an enclosed vehicle or equipment; usual location indoors, environmentally controlled; occasional outdoors, exposed to weather; occasional bending, twisting, kneeling, crouching, stooping, and climbing. Frequent long durations sitting, and frequent use of hands to handle, control or feel objects, tools or controls. Structural job characteristics: typical work week about 40 hours, occasionally more when on‑call or involved in disaster response. Significant freedom and frequency in making decisions regarding prioritization and deployment of responsibilities. Impact of decisions on co‑workers or company results is high, because most healthcare functions require working IT equipment or software to operate effectively. Time pressures (Service Level Agreements) and resource levels require constant monitoring and reprioritization of tasks. Physical Factors The Americans with Disabilities Act (ADA) requires the job description to document physical factors, including ability, activities, and requirements. Dynamic strength—primarily repetitive functions such as using a screwdriver to tighten/loosen several screws. Flexibility—the ability to bend, stretch, twist, or reach with your body, arms, and/or legs. Static strength / trunk strength—enough to lift a 50‑pound printer on and off a cart and replace one on the user’s desk. Activities: support team duty involves lifting 50 pounds and carrying items such as printers, paper boxes, PCs, ladders, and telephone hardware. Desktop Support involves standing, walking, climbing ladders, pulling cables, drilling holes, and other mechanical duties that require sound motor skills. Requires stooping, kneeling, crouching, and forward bending. Requirements: indicate the physical requirements of the job. Frequently—sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Frequently—light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Occasionally—medium work. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Must be able to perform the duties with or without reasonable accommodation. Hearing and vision must be normal or corrected to within normal range. Ability to travel to all Health System facilities and transport equipment if needed. Physical presence onsite is essential. #J-18808-Ljbffr