Desktop Services Technician

NTT DATA•Phoenix, AZ

About The Position

Responsibilities include responding to incidents and problems, and fulfilling requests. Team member supporting Epic Gold upgrades and deployment, covering multiple CommonSpirit Health locations throughout the Greater Phoenix metropolitan area. Provides the desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects and/or provides support for the user community with high complexity. Performs troubleshooting for highly complex hardware, software and system problems for multiple device types. Works on multiple projects as a project team member. May act as a subject matter expert in one or more areas. Responsible for working with customers in the support, maintenance and deployment of desktop hardware as well as the information support processes. Responds to incidents, diagnoses and resolves complex problems and provides guidance to other team members. Contributes to knowledge management database for problem reporting and resolution. Escalates issues when necessary. Integrates with problem management and performs root cause analysis when necessary. Responds to customer requests of high complexity. Interacts with the customers in a courteous and professional manner. Maintains the device asset management system and the knowledge management systems to capture knowledge and work processes. Responds to assigned issues and participates in the advanced troubleshooting, purchasing, and deployment of new devices, upgrades, fixes and new installations. Provides feedback on technical process issues to improve overall service delivery. Participates in local and enterprise projects of low to moderate complexity. Ability to work closely with cross- functional IT teams on complex issues. Continues to build solid understanding of processes, procedures, and CommonSpirit Health standards. May be required to support Intermediate Distribution Frame (IDF) cable management and patching activities. Day to day interactions with user community and works collaboratively with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery on small to medium size project. Understanding and adherence to policies and procedures. Develops new or modifies existing policies. Demonstrates potential leadership qualities through team motivation, coaching, and mentoring.

Requirements

Associate degree or technical institute degree/certificate or 3-5 years relevant experience is required
3-5 years of experience in the service industry
Proficient in Windows operating system environment, network printing systems and Microsoft Office & Google Suite modules

Responsibilities

Responding to incidents and problems, and fulfilling requests
Supporting Epic Gold upgrades and deployment
Providing desktop hardware deployment and implementation
Troubleshooting hardware, software and system problems
Working on multiple projects as a project team member
Working with customers in the support, maintenance and deployment of desktop hardware
Diagnosing and resolving complex problems
Contributing to knowledge management database for problem reporting and resolution
Escalating issues when necessary
Performing root cause analysis when necessary
Responding to customer requests of high complexity
Maintaining the device asset management system and the knowledge management systems
Participating in the advanced troubleshooting, purchasing, and deployment of new devices, upgrades, fixes and new installations
Providing feedback on technical process issues
Participating in local and enterprise projects of low to moderate complexity
Supporting Intermediate Distribution Frame (IDF) cable management and patching activities
Working collaboratively with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery on small to medium size project
Developing new or modifies existing policies
Demonstrates potential leadership qualities through team motivation, coaching, and mentoring