Can successfully support end-user computing peripherals (printers, scanners, e-Sig readers, bar code scanners, etc.)
Experience with desktop/laptop imaging and deployment
Mobile technology (smartphones, tablets, MDM, etc.)
Fundamental video conferencing knowledge and experience
SUPPORT, ANALYSIS, and RESEARCH
Demonstrates attention to detail in data gathering, specifications development, documentation, process and data flows, and record keeping.
Communicates effectively with clients, colleagues and developers.
Demonstrates basic degree of analytical skill.
TEAM SUPPORT and MANAGEMENT
Works under direct supervision in support of team initiatives. Depends on knowledge and experience to make decisions on the best course of action for troubleshooting issues or completing assigned work
The Desktop Services Support Technician will be:
Responsible for the administration and support of the client infrastructure and end-point computing devices and their associated peripherals and software
Provide direct technical support for 1st and 2nd level client support issues
Assists with departmental move requests
Assists with new location build-outs
Deploys and refreshes laptops, desktops, mobile devices and other peripheral devices
Proactively and routinely performs rounding in critical care areas to ensure patient care computing devices are reliable and in working order
Challenges current processes and procedures; looks for new ways of meeting responsibilities and accomplishing assigned work
Acts as an advocate and role-model for information security to other IT team members and our non-IT team members while protecting and maintaining user data at all times
Researches complex issues independently through various online resources before escalating issues to other teams. Fully documents troubleshooting steps completed as part of a warm-hand-off process to the escalated team and suggests areas of possible root cause collaboratively with the escalated team
Collaborates with helpdesk, system engineering and application teams to troubleshoot and resolve multi-disciplinary issues
Instructs users in the use of equipment, software and peripherals
Interacts with employees to facilitate and promote effective use of information technology
Demonstrates an impeccable level of attention to detail and thorough technical documentation creation and maintenance
Follows departmental change control procedures and reports changes to appropriate personnel.
Performs 24/7 on-call support on a rotational basis
Performs all other duties as assigned
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
Policies and procedures related to functional unit supported
Attention to detail
Customer focused mindset
Strong communication & follow-up skills
Real-time prioritization and triaging
Multi-task and embrace change
Handle a fast paced, high volume environment
Work in a team environment alongside multiple disciplines
Research issues independently and leverage knowledge and resources to effectively solve novel issues
Develop close working relationship with systems teams and peers.
Develops collaborative working relationships with client departments
Strong analytical abilities and professional office experience required.
Demonstrates basic knowledge of the job, activity or function, needs supervision or mentoring on advanced assignments. Junior to mid-level position with basic technical skills.
May be required to travel to/from and work in the various CCMC locations, including patient care areas.
May be required to travel for mandatory certifications
Amount of Time
(Choose which ones do apply)
< 25% day
> 75% day
Manual Dexterity/Repetitive use of hands, wrists, arms, elbows