Desktop Support Technician

Desktop Support TechnicianJob Description: After further discussion with PM and Stakeholders, we have decided to add additional 4 more resources. This is still covered under the approved JMH Capital budget for this project. Windows 11 deployment project Core Function: The technology support specialist provides onsite IT support at a customer site (hospital & clinic environments) within John Muir Health. This position is responsible for a wide variety of hardware, software, application, throughout the healthcare system. This function includes support to incident break/fix, service request fulfillment, deployments, upgrades, hardware lifecycle management, and collaborative work with other tier II and III IT and shared services teams throughout the organization as the boots on the ground resource.Primary Responsibilities & Competencies: • Project Support: Participate in IT projects such as system upgrades, application rollouts, or infrastructure changes. • Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organization. • Maintains detailed and accurate records in workload management, asset management, and administrative applications. • Provides tier I and II support in all areas of the organizational service portfolio. • Provides excellent customer service to all levels of employees including customers, peers, and leadership. • Accurately follows documentation and checklists to ensure efficiency and consistency. • Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department. • Communicates in a professional, positive, and timely manner in person, on the phone, and via electronic means. • Provide customer service support to both internal users, external customers, and vendors on JMH's Network. • Proactive Maintenance: Perform regular checks and maintenance on systems and devices to ensure optimal performance and prevent failures. • Service Level Agreements (SLAs): Ensure adherence to SLAs for response and resolution times, prioritizing tasks accordingly. • Cross-Team Collaboration: Act as a liaison between on-site teams and higher-tier IT teams to escalate and resolve complex issues effectively. • Incident Documentation and Root Cause Analysis: Accurately document issues and resolutions in ticketing systems and assist in root cause analysis to prevent recurrenceLocation: In-person CA-Concord-2540 East St -94520 (CA421) Hours: 8 hours/day