DESKTOP SUPPORT TECHNICIAN II Information Technology Hours: M-F 8AM - 4:30PM Days - Full-time Paygrade/Wages/Salary Info: OH 2013-74 - 40321A
Job Summary Intermediate level Desktop Support Technician role that provides second line Information Technology support at Owensboro Health. Responsible for assisting lower level technicians in solving basic technical problems and for investigating complex issues by confirming the validity of the problem and seeking known solutions. # Job Responsibilities Supports and maintains Owensboro Health#s managed workstation environment. Provides hardware and software support services to enable business productivity on user devices. Troubleshoots problem areas (in person, by telephone, via e-mail or remote control) in a timely and accurate fashion; applies, documents, and shares the resolution findings. Assists to proactively mitigate problems from re-occurring. Provides end-user training assistance where required. Discusses and diagnoses issues. Provides technical assistance on the use of corporate-supported applications and systems to resolve incidents and requests such as: hardware and software problems, upgrades, removing malware, and supporting various systems and/or user changes. Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines. Effectively manages work; understands and meets Service-Level Agreement (SLA) requirements (personal, team, and department#s work queue) through the utilization of a ticketing processes. May be part of 24x7 rotation. Accounts for and maintains an accurate desktop and Personal Computer (PC) software related inventory. Provides effective communication of ongoing activity related to service requests and incidents. Assists in the development of Knowledge Based Articles (KBAs) for use. Utilizes excellent customer service skills and exceeds customer#s expectations. Preserves and grows knowledge of Desktop Support procedures, products, and services. Assists in the development and audit of desktop infrastructure documentation. Assists with the training of new team members. Assists lower level team members with support/customer issues. Performs duties outlined in Level I as required. Participates in team projects that enhance the quality of the service level and promote technical and career growth. Works with a high level of autonomy and responsibility. Qualifications High school diploma, General Equivalency Diploma (GED) or higher required upon hire A minimum of 2 years# relevant experience required No licensure/certification/registration required Skills and Attributes Requires critical thinking skills and decisive judgment. Works under minimal supervision. Must be able to work in a stressful environment and take appropriate action. Excellent organizational, interpersonal, verbal, written and communication skills. Broad knowledge of Information Technology, processes, and procedures. Physical Demands Standing: Occasionally Walking: Occasionally Sitting: Frequently Lifting 0-25 lbs: Rarely Lifting 25-75 lbs: Never Lifting over 75 lbs: Never Carrying 0-25 lbs: Rarely Carrying 25-75 lbs: Never Carrying over 75 lbs: Never Pushing/Pulling 0-25 lbs: Rarely Pushing/Pulling 25-75 lbs: Never Pushing/Pulling over 75 lbs: Never Climbing: Rarely Bending/Stooping: Rarely Kneeling: Rarely Crouching/Crawling: Rarely Reaching: Occasionally Talking: Frequently Hearing: Occasionally Repetitive Foot/Leg Movements: Never Repetitive Hand/Arm Movements: Frequently Keyboard Data Entry: Frequently Running: Never Vision: Depth Perception: Frequently Vision: Distinguish Color: Frequently Vision: Seeing Far: Frequently Vision: Seeing Near: Frequently Owensboro Health Core Commitments INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers. RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community. TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future. INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health. SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do. EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.