Desktop Technician II

Desktop Technician II

Position Summary

Provides senior level desktop support. Serves as an escalation point to the Desktop Technician team. Installs, tests, supports, and decommissions approved end user equipment and software. Performs end user equipment maintenance, as required, to ensure proper and safe operation. Provides assistance to end users in the use of PCs, related hardware, and software applications.

Education

Associates of Information Systems - Required

Experience

3-5 Years Support of PCs printers, PDAs and Microsoft software. - Required

Minimum of 1 - 2 years experience as subject matter expert on one or more end-user technologies used in an enterprise environment or successful rotation in the Desktop Team Lead role.

Extensive experience with Windows desktop operating systems - Required

License & Certification

Professional Certification - Required

Must possess one of the following certifications; CompTIA A+ / Network+, Microsoft MTA / MCSA (Windows 7 or greater), or Cisco CCENT / CCNA

Core Job Functions

• Provides second tier support for more difficult problems and projects that require escalation. Serves as the team’s subject matter expert on one or more end-user technologies such as : computers on wheels, desktop imaging, document scanning, etc. Represents the team in meetings and projects. Works directly with the manager of IS Operations to ensure the team is meeting and exceeding customer expectations.
• Serves as front line end user support and responds to request for technical assistance. Enters and manages tickets in the IS work order system. Tracks issues to resolution updating the internal work order and communicating with the end user to verify problem has been resolved to their satisfaction, or if needed, escalates problem(s) to appropriate support team for resolution. Creates, modifies, disables, and deletes Active Directory user accounts according to established policies and procedures.
• Determines if an end user device (i.e. PC, Computer on wheels, printer, etc.) needs to be replaced or re-imaged. Assists in recommendation of new desktop hardware standards and ensures recommendation is consistent with technical requirements and standards of the customer's network. Accurately documents instances of desktop equipment or component failure, repair, installation and removal. Assists Network Administrator Team in maintaining accurate maps of network infrastructure.
• Supports the mission of St. Joseph's / Candler Health System. Works regularly with information, which is restricted to specific persons. Discretion and integrity are recognized requirements of the job. Requires close concentration to large volumes of work and project tasks, which must be completed within designated time frames. Responsible for high degree of accuracy and control of details. Mistakes might cause considerable downtime, confusion, or delays. Ability to engage in multiple competing priorities during high stress situations. Participates in professional development activities and periodically attends continuing education courses. Ability to listen objectively, understand issues, and gather information in a supportive problem solving manner. Ability to demonstrate effective presentation, oral and written communication skills. Ability to think critically and grasp new ideas quickly. Has contact by phone, correspondence, or personal meetings with persons in other departments or outside the hospital. Tact is required in these contacts and employee assumes the responsibility for harmonious relationships. Requires ability to read and comprehend extremely complex technical information both on the computer monitor and on printed material formats. Required to work a variety of hours to meet the needs of the organization. Travel to remote sites in personal vehicle may be required.

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