Desktop Services Technician

NTT DATA•Phoenix, AZ

About The Position

Team member supporting Epic Gold upgrades and deployment, covering multiple CommonSpirit Health locations throughout the Greater Phoenix metropolitan area. Provides desktop hardware support for the user community. systems that tend to be of moderate to high complexity. Performs troubleshooting for moderate to high complex hardware, software and system problems. Acts as subject matter expert for at least one device type. May be assigned to one or more projects as a project team member. Responsible for desktop hardware support to the user community for functional area(s) and ensure reliability of the devices. Responds to incidents, performs diagnosis, executes incident resolution for those requiring medium to high complexity. Utilizes previous experience to reach resolution and will contribute General knowledge of Operational Level Agreements (OLAs) and always works within those metrics. May be required to support Intermediate Distribution Frame (IDF) cable management and Day to day interactions with user community and works collaboratively with Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management. Understanding and adherence to policies and procedures. Contributes to new or modified policies. Provides guidance, training and problem solving assistance to other team members. Escalates issues when necessary. Responds to customer requests received via the Service Management application. Fulfills requests of moderate to high complexity. Interacts with the customers in a courteous and professional manner. Assists in the maintenance of and enters appropriate data into the device asset management system and the knowledge management systems to capture knowledge and work processes. Responds to assigned issues and troubleshoots problems with desktops, laptops, tablets, mobile carts, printers and peripherals, including purchasing and deployment of new devices. Identifies potential issues that could adversely impact end-user experience and takes corrective action. Participates in low complexity local and enterprise projects. Participates in on-call rotation

Requirements

2-4 years of experience in the service industry
Strong knowledge of Windows operating system environment
Strong knowledge of network printing systems
Strong knowledge of Microsoft Office & Google Suite modules

Responsibilities

Supporting Epic Gold upgrades and deployment
Providing desktop hardware support
Troubleshooting hardware, software and system problems
Acting as subject matter expert for at least one device type
Responding to incidents, performing diagnosis, executing incident resolution
Supporting Intermediate Distribution Frame (IDF) cable management
Interacting with user community and working collaboratively with Business and IT Stakeholders
Understanding and adherence to policies and procedures
Providing guidance, training and problem solving assistance to other team members
Responding to customer requests received via the Service Management application
Assisting in the maintenance of and enters appropriate data into the device asset management system and the knowledge management systems
Troubleshooting problems with desktops, laptops, tablets, mobile carts, printers and peripherals, including purchasing and deployment of new devices
Identifying potential issues that could adversely impact end-user experience and takes corrective action
Participating in low complexity local and enterprise projects
Participating in on-call rotation