IT Customer Service - Desktop Client Services Tech Support II

Job Title & Specialty Area : Desktop Client Services Tech Support II

Department : IT Customer Service

Location : Plano, TX

Shift : Full-Time (Night Shift)

Job Type : On-Site

Why Children’s Health?

At Children's Health, our mission is to Make Life Better for Children, and we recognize that their health plays a crucial role in achieving this goal.

Through our cutting-edge treatments and affiliation with UT Southwestern, we strive to deliver an extraordinary patient and family experience, ensuring that every moment, big or small, contributes to their overall well-being.

Our dedication to promoting children's health extends beyond our organization and encompasses the broader community. Together, we can make a significant difference in the lives of children and contribute to a brighter and healthier future for all.

Summary :

Develop and apply technical expertise in one or more IT disciplines that support Children's technical infrastructure. Provide support and maintenance to Children's staff and the technologies they leverage daily. Ensure the stability, usability, and day-to-day functionality of technologies within the position's purview.

Responsibilities :

• Provide exceptional customer service and support relative to technologies within position's purview.
• Respond to and resolve requests for service within established Service Level Agreements.
• Provide technical support for hardware, software, and other end-user technologies implemented at Children's.
• Provide technical support to customers across various Children's campuses including Dallas, Plano, and other locations
• Accurately document incidents and requests for service in a timely manner including root cause, problem analysis, and steps to final resolution.
• Provide input to desktop team leadership related to administrative and operational needs.
• Provide Support, expertise, and mentoring to Desktop Client Service Technician position
• Provide an interim escalation for issues prior to escalation to DTT leadership
• Must follow all department policies and procedures including escalation process and response times.
• Responsible for completing training as assigned by management and Training Department.
• Regularly update customers on open issues providing ETA of resolution.
• Proactively round in assigned areas to identify and remediate issues. Items includes hardware, software, cable management, and security protocols
• Exceptional oral / written communication skills
• Strong organizational and follow-up skills
• Work in a team environment to ensure customer satisfaction and continuous improvements in service
• During employment must be flexible for potential schedule changes in a 24-hour 7 day week environment. Flexible schedules require availability for nights and weekends including unplanned and unscheduled overtime
• Ability to work under pressure
• Ability to handle multiple issues or projects at any time
• Drive company and / or personal vehicle between various Children's locations to service and / or install equipment

WORK EXPERIENCE

EDUCATION

LICENSES AND CERTIFICATIONS

A Place Where You Belong

We put our people first. We welcome, value, and respect the beliefs, identities and experiences of our patients and colleagues. We are committed to delivering culturally effective care, creating meaningful partnerships in the communities we serve, and equipping and developing our team members to make Children’s Health a place where everyone can contribute.

Holistic Benefits – How We’ll Care for You :

As an equal opportunity employer, Children's Health does not discriminate against employees or applicants because of race, color, religion, sex, gender identity and expression, sexual orientation, age, national origin, veteran or military status, disability, or genetic information or any other Federal or State legally-protected status or class. This applies to all aspects of the employer-employee relationship including but not limited to recruitment, hiring, promotion, transfer pay, training, discipline, workforce adjustments, termination, employee benefits, and any other employment-related activity.