About
Job Description
Job Description
Information Technology
The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.
TITLE: Technical Support Specialist II (Desktop Support)
ROLE: See job description for Administrative Partner
for generic job duties.
AREA OF ASSIGNMENT: Information Technology, Technical Services.
HOURS OF WORK: As required to fulfill responsibilities.
RESPONSIBLE TO: Manager/Supervisor, Technical Services
PRE-REQUISITES:
* Minimum two (2) years of technical school or similar experience may replace schooling.
* Two (2) years’ experience troubleshooting in a Customer Service or Help Desk Support role. Exceptional customer service skills are a must.
* Two (2) years’ experience troubleshooting IBM-compatible PC’s.
* Demonstrated ability to install and repair PC hardware, software, printers, PC peripherals and related equipment via ticketing system.
* Minimum two (2) years’ experience with the installation or management of Windows 2K Networks.
* Experience with Install and support of PC, laptop, tablet and mobile hardware and software via remote management tools (certifications from CompTIA, Microsoft or HDI are a plus).
* Comptia Net+ Certification required.
* Experience with VDI, Citrix, and other virtual desktop technologies.
GENERAL QUALIFICATIONS:
* Ability to work independently and in teams with exceptional customer service, troubleshooting, communication, and organizational skills.
* Experience with currently installed computer and telephone equipment, operating systems, PC peripherals and desktop applications.
* Install, configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment
* Diligent, results-oriented work habits. Ability to diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
* Ability to set priorities, produce accurate work, and meet deadlines; ability to function in a setting with a wide variety of duties and numerous interruptions.
* Demonstrated ability to understand and follow detailed instructions.
* Demonstrated continued professional development.
* Experience working with project management methodologies and acting as a project resource.
UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT, AND WORKING CONDITIONS:
* Requires the ability to move PC’s and printers weighing up to 50 lbs.
* Can tolerate all aspects of a hospital environment specifically in an operating room setting.
C. Requires planning, organizing and working on multiple tasks at one time.
D. Tolerates ambiguity in instructions and work situations.
PERFORMANCE RESPONSIBILITIES:
A. Generic Job Functions: See Generic Job Description for Administrative Partner
B. Unique Job Functions:
* High Level independent and team PC troubleshooting skills. Able to troubleshoot complicated, integrated systems.
* Detailed documentation and organization skills.
* Ability to mentor and assist onboarding new staff.
* Keeps CIO/Manager/Supervisor informed of any major system problems.
* Prepares for new and changed systems and operating environment by completing training programs as required.
* Understands current and emerging technologies and health care trends.
* Reports all compromises of security or information to Manager /Supervisor immediately.
* Completes assigned tasks within designated time frames.
* Operates equipment following established procedures.
* Troubleshoots all hardware and software problems, taking appropriate corrective action, or escalates trouble ticket to Supervisor or analyst. Follows up on all problems insuring prompt resolution.
* Provides after-hours support according to posted on-call schedule.
* Documents all problems and their resolution according to department procedure. Updates, creates, assigns, follows-up, and closes open trouble tickets as needed.
* Answers, logs and follows up on all tickets assigned to Desktop Support queue.
* Creates and/or maintains departmental documentation to reflect current environment and any system or procedural changes.
TASK LIST:
* Escalates technical trouble calls to technical support staff or appropriate resource.
* Track equipment for RMA and work orders.
* Maintains a trouble call clearance rate in accordance with departmental standards.
* Maintain/update customer and equipment database records as well as tracks user problems for trends.
* Maintains supplies as needed for production.
Revised: 3/18
Grade: 20
FLSA: Non-Exempt
CC: 8552
Job Qualifications:
PRE-REQUISITES:
* Minimum two (2) years of technical school or similar experience may replace schooling.
* Two (2) years’ experience troubleshooting in a Customer Service or Help Desk Support role. Exceptional customer service skills are a must.
* Two (2) years’ experience troubleshooting IBM-compatible PC’s.
* Demonstrated ability to install and repair PC hardware, software, printers, PC peripherals and related equipment via ticketing system.
* Minimum two (2) years’ experience with the installation or management of Windows 2K Networks.
* Experience with Install and support of PC, laptop, tablet and mobile hardware and software via remote management tools (certifications from CompTIA, Microsoft or HDI are a plus).
* Comptia Net+ Certification required.
* Experience with VDI, Citrix, and other virtual desktop technologies.
GENERAL QUALIFICATIONS:
* Ability to work independently and in teams with exceptional customer service, troubleshooting, communication, and organizational skills.
* Experience with currently installed computer and telephone equipment, operating systems, PC peripherals and desktop applications.
* Install, configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment
* Diligent, results-oriented work habits. Ability to diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
* Ability to set priorities, produce accurate work, and meet deadlines; ability to function in a setting with a wide variety of duties and numerous interruptions.
* Demonstrated ability to understand and follow detailed instructions.
* Demonstrated continued professional development.
* Experience working with project management methodologies and acting as a project resource.
UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT, AND WORKING CONDITIONS:
* Requires the ability to move PC’s and printers weighing up to 50 lbs.
* Can tolerate all aspects of a hospital environment specifically in an operating room setting.
C. Requires planning, organizing and working on multiple tasks at one time.
D. Tolerates ambiguity in instructions and work situations.