Job Directory Technical Support Specialist II (Desktop Support)

Technical Support Specialist II (Desktop Support)
Renton, WA

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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.  

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