Desktop Services Support Technician at Connecticut Children's Medical Center in Hartford, Connecticut

Posted in Other 1 day ago.





Job Description:




Job Title
Desktop Services Support Technician

Status
Full Time

Education and Experience


  • Bachelor's Degree in Computer Science, Engineering, Information Technology or related discipline; equivalent combination of education/certification and or experience acceptable.

  • 1+ Years minimum in-depth experience in several of the following areas:

    • Windows 7/10 client support

    • Computer hardware and software deployment, upgrades and replacements

    • AD and its related technologies

    • Supporting IT environments with 150+ users and computers

    • End-client peripheral devices (printers, scanners, e-Sig readers, etc.)




Licenses and Certifications


  • A+ required

  • MTA preferred


Location
Hartford, CT

Projected Schedule (not guaranteed)
Monday - Friday: 9:00am - 5:00pm

Requisition Number
10508




Department
Technology Services-011703

Job Description

SUMMARY


CORE TECHNICAL KNOWLEDGE



  • Demonstrates basic understanding of Microsoft client technologies as a core competency

  • Basic knowledge with Active Directory infrastructure (AD, DNS/DHCP, DFS, GPOs, logon scripts, PKI, migrations, etc.)

  • Basic knowledge and experience with SCCM/GPOs/other central management solutions

  • Ability to perform end-point network troubleshooting independently (ping, tracert, netstat, wireshark, DNS/DHCP, etc.)

  • 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





ROLE RESPONSIBILITIES


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


KNOWLEDGE OF:



  • Policies and procedures related to functional unit supported

  • ITIL



SKILLS:



  • Attention to detail

  • Customer focused mindset

  • Strong communication & follow-up skills

  • Real-time prioritization and triaging


ABILITY TO:



  • 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.



Work Environment:


TRAVEL


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





Physical Requirements:









































































Amount of Time


(Choose which ones do apply)





< 25% day



Occasional


25-50% day



Frequent


50-75% day



Constant


> 75% day



Stand











Walk











Sit











Manual Dexterity/Repetitive use of hands, wrists, arms, elbows











Forward reach w/hands and/or arms











Climb or balance











Stoop, kneel, crouch











Overhead/above shoulder reaching


















































Choose Applicable Lifting Demands



LIFT



Floor-Waist



Waist-Shoulder



Above Shoulder



< 15 lbs.



Frequently



Frequently



Frequently



15 - 25 lbs.



Frequently



Frequently



Frequently



25 - 40 lbs.



Frequently



Frequently



Frequently



50 lbs.



Occasionally



Occasionally



Occasionally



























PUSH/PULL





< 50 lbs.



Frequently



50 - 100 lbs.


(push/pull only)



Not Applicable



More than 100 lbs.*


(push/pull on wheels only)


*indicate weight range



Not Applicable


























lbs