About this role
Department : Information Technology
Position : IT Desktop Support Technician II
Employee Category : Non-Exempt
Reporting Relationship : Desktop Support Supervisor
Character Core Qualities:
- Dependability - Fulfilling what I consented to do, even if it means unexpected sacrifice.
- Flexibility - Willingness to change plans or ideas without getting upset.
- Responsibility - Knowing and doing what it expected of me.
- Alertness - Being Aware of what is taking place around me so I can have the right responses.
Summary of Duties and Responsibilities:
Installs, modifies, and makes minor repairs to desktop computer hardware and software systems, and provides technical advice and support to system users.
Primary Duties and Responsibilities :
- Identifies and procures the hardware and software needed to satisfy user requirements.
- Install all peripheral components such as printers, scanners phones and disk drives.
- Load appropriate software packages such as operating systems, networking components and office applications.
- Assists in the customization and adaptation of existing programs to meet users requirements.
- Provides telephone, chat, in-person, and remote support to end-users.
- Coordinates activities with network services and information systems groups.
- Provides updates, status and completion to management and/or users, via voice mail, e-mail, chat or in-person communication.
- Connects users to networks and provides initial training.
- Monitors ticketing system and completes tickets in a timely manner.
- Provide support path for ticket escalation from Desktop Support I.
- Travels between sites to perform assigned duties.
- Performs all other duties as assigned by Supervisor.
- Support Variety Cares accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable. Provide leadership and work with all staff to achieve the goals of the Triple Aim of healthcare reform—to improve the experience of care, improve health outcomes, and decrease healthcare costs.
- Performs miscellaneous job-related duties as assigned.
Qualifications
Requirements, Special Skills or Knowledge :
- High School graduate with 1-3 years work related experience in information technology.
- Knowledge of all current Windows operating systems.
- Troubleshooting hardware and software issues.
- Expert knowledge of help desk software, databases, and remote control.
- Expert communication skills.
- Expert Documentation skills.
- Experience with multi-tasking.
- A+ certification preferred.
Essential Functions
- Must be able to lift 50 pounds
- Must have excellent concentration ability.
- Must be physical fit to occasionally stand, bend, reach, crawl, lift, etc.