Desktop Support III

Job Duties

• Responsible for supporting Deaconess Health System users.
• Works to maintain and improve the deployment of IT leased hardware.
• Address any maintenance upgrades required.
• Able to work to standards and document efforts.
• Ability to work independently.
• Demonstrates a strong sense of teamwork, professional appearance, solid communications and customer service skills.
• Maintains accurate asset tracking inventory.
• Utilizes and helps to maintain Help Desk tracking software.
• Utilizes and adheres to Change Management procedures.
• Provide technical support, including routine maintenance and / or problem investigation / resolution for installed applications as assigned. Develop Subject Matter Expert (SME) capabilities for applications and / or technologies as assigned. SME responsibilities differ depending on the application but always include consulting regarding application operation, application performance monitoring / optimization, and coordination of vendor support.
• Analytical and problem solving skills.
• Assists in developing and improving the Help Desk's productivity and customer service rating.
• Ability to answer the ACD telephones and respond accurately and courteously to customer inquiries.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies :

JOB Requirements & QUALIFICATIONS

Qualifications to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

Associates Degree in Computer Information Services or Computer Science with 5+ years of relevant Desktop Support Experience.

Certificates, Licenses, Registrations

Baseline Certification per Career Development Plan

Plus 3+ Advanced Certifications and / or College Course per Career Development Plan

Language Skills

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information in one-on-one and small group situations and respond to questions from managers, customers, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret charts and graphs.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

Desktop Operating System Experience

Backup Software

Desktop and Laptop Hardware troubleshooting and repair

Handheld and PDA configuration and troubleshooting

Other skills, ability or knowledge

None

PHYSICAL DEMANDS

Subject to some eye, hand and wrist fatigue from working at a computer terminal. Must be able to lift or move up to 50 pounds. Will be exposed to electrical components of desktop computers and printers. Job may require working extended periods of time during critical times of installation and support of the customer systems or on special projects. Will need to stand, kneel and sit to install and repair equipment. Must be able to use hands and fingers to type, handle and reach.

Work Environment

Works in a clean, well-lighted, temperature controlled office. May be exposed to patient care areas of the hospital. Travel may be required for off campus training and user group meetings.

OTHER REQUIREMENTS

Mental and Emotional

There are mental and emotional requirements of all position working in a health care setting due to the nature of the services provided. The requirements include : handling multiple priorities, making decisions under pressure, working in close proximity to others and / or in a distracted environment, managing anger / fear / hostility, managing stress appropriately, working with others effectively, and working alone effectively.

Compliance and Regulatory All employees are required to comply with all laws, regulatory guidelines, and health care policies. This included, but is not limited to : federal, state, and local laws, State Department of Health (ISDH), Healthcare Facilities Accreditation Program (HFAP), The Joint Commission, Health Insurance Portability and Accountability Act (HIPAA), and Deaconess Policies and Procedures.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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