Desktop/Device Support Tech 2 - IS

Duties: This role specific: Experience supporting health care (or medical insurance) environments where patient data privacy and security is priority Customer Service focused attitude Reliable transportation as position will require travel supporting sites throughout the East and South Bay areas (25%) Ability to work in a 24/7 support environment (regular and On-Call shifts) Windows & and Windows 10 support experience Office 365 support experience Knowledge of SCCM and Active Directory VDI (Citrix) knowledge helpful Skills: Troubleshooting (40%) Provides first level problem resolution for enterprise/side-wide computer/mobile device hardware, operating system software, application programs, peripheral equipment, and LAN enterprises. Utilizes knowledge and experience for resolving escalated technical and/or customer service issues. Within general guidelines, manages priorities based upon severity, workflow, and time constraints. Applies system expertise, skills, and knowledge effectively in solving desktop workstation and personal computer, associated equipment and network connectivity technical problems throughout the Client user community. Works with other Desktop Support staff, Network Engineers, and system/program application personnel to resolve technical issues as required. Works with other IS team members to provide timely support services to the user and receive, log-in, document, and close-out trouble calls using the service tracking tool(s). Coordinate tasks and activities with other departments/sections and vendors as appropriate or directed. Formulates service support efforts based on customer schedule needs. Maintains courteous rapport and friendly customer relations; communicates with users at their level of understanding. Maintains confidentiality of all data per Client policies. Hardware (20%) Provides analysis, defines specifications, configures, coordinates, installs, repairs and tests computer/mobile devices, peripheral equipment (including but not limited to: projectors, scanners, and other multimedia equipment) and LAN interfaces. Provides analysis and defines specifications for user computer/mobile device requirements. Configures and installs new hardware and upgrades to existing user system components. Ensures proper configuration and performance of installed computer/mobile devices. Coordinates installation of computer/mobile devices and peripherals with vendors. Assists with the accuracy and integrity of the asset control process. Software (20%) Performs installation of approved software on computer/mobile devices, following standard procedures. Coordinates installation of computer/mobile device software with customers. Understands and supports technical requirements for supported software. Configures and installs software upgrades/fixes or patches. System Maintenance (20%) Provides evaluation, analysis and maintenance of computer/mobile devices to meet Client's enterprise technical and security standards. With limited direction and supervision, maintains the proper updates and OS patch configurations. Education: Languages: English Read Write Speak Skills: RequiredPROBLEM RESOLUTIONMAINTENANCEMOBILE DEVICESCUSTOMER RELATIONSNETWORK CONNECTIVITYAdditionalTRAININGLANWORKFLOW