Desktop Support Tech II

Position Summary / Career Interest:

Provides support, through multiple channels with a primary focus on side by side support, on installation, configuration and ongoing usability of desktop computers, peripheral equipment and software. Creates and maintains knowledge articles in accordance with departmental standards. Leads enterprise level projects from a desktop support perspective.

Responsibilities and Essential Job Functions

• Primary responsibility is assisting users with the installation, configuration, and ongoing usability of supported computing platforms, peripheral devices and software within established standards and guidelines.
• Secondary responsibility is completion of Hospital projects as they are related to the HITS department.
• Tertiary responsibility is assisting users over the telephone, through email, online chat and/or at the desk side in a prompt, professional and courteous manner.
• Works with third-party vendors to resolve technical problems with desktop computing equipment and software.
• Works in conjunction with the HITS PMO department to evaluate, make recommendations and complete projects as they are related to the HITS department.
• Skilled in communication, both oral and written, under potentially adverse situations with a focus on customer service and satisfaction.
• Responsible for obtaining and thoroughly documenting all pertinent information in the diagnosis and resolution of a problem using the Hospital Service Desk tracking system.
• Maintains an ever-increasing level of proficiency in hardware, software, networking and other technologies related to the HITS department.
• Maintains an accurate accounting of time spent on end user issues and on HITS projects.
• Demonstrates competence in prioritizing and resolving user issues within Hospital defined Service Level Agreements (SLAs).
• Demonstrates competence in troubleshooting and resolution of reported issues and the ability to collaborate with and escalate to, using appropriate channels, technology teams required to resolve issues that cannot be resolved at Tier I. Demonstrates competence in documenting trouble ticket resolutions with a keen attention to detail, maintains Hospital knowledgebase articles and actively participates in maintaining support policies and procedures.
• Demonstrates the ability to manage time and resources in the best interest of the Hospital.
• Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records.
• Identifies opportunities for training that would improve productivity and proficiency within the department or within the Hospital.
• Trains end users on basic hardware, software and network resources, on a one-on-one basis.
• Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
• Provides escalated support for the Service Desk and Desktop Support Technician I.
• Participates in on-call rotation and provides end user support during off hours, holidays and weekends.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate
• 1 or more years of closely related experience required in addition to Associate's degree OR
• 2 or more years experience in lieu of Associate's degree.

Preferred Education and Experience

• Associates Degree Formal education in IT or experience equivalent to Associate's degree in Information Technology or similar field.

Preferred Licensure and Certification

• Additional certification relevant to work duties

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.