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Desktop Support Technician I

Owensboro Health

Location: 42303
Type: Non-Remote
Posted on: September 13, 2022
DESKTOP SUPPORT TECHNICIAN I Information Technology Hours: M-F 8AM - 4:30PM Days - Full-time Paygrade/Wages/Salary Info: OH 2013-73 - 40320A
Job Summary Entry level Desktop Support Technician role that provides second line Information Technology support at Owensboro Health. Responsible for resolving support requests while meeting customer satisfaction and continuous service delivery demands over the phone, through e-mail, in person, and self-service. # Job Responsibilities Supports 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. 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, 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 process. 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. Follows established Knowledge Based Articles (KBAs), processes, and procedures. Utilizes excellent customer service skills and exceeds customer#s expectations. Preserves and grows knowledge of Desktop Support procedures, products, and services. Performs other related duties as assigned. Qualifications High school diploma, General Equivalency Diploma (GED) or higher required upon hire No experience required No licensure/certification/registration required Skills and Attributes Requires critical thinking skills and decisive judgment. Works under general supervision. Must be able to work in a stressful environment and take appropriate action. Excellent organizational, interpersonal, verbal, written and communication skills. Knowledge of asset management software and/or inventory-tracking systems. Working knowledge of current IT technologies including hardware platforms, software applications and server software across the enterprise. 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.