Desktop Support Tech I

The University of Kansas Health System

246d

About The Position

The Desktop Support Tech I 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. This role involves creating and maintaining knowledge articles in accordance with departmental standards.

Requirements

• Associates Degree in Technology related field or 1 year of experience in lieu of Associates Degree.
• High School Graduate or GED.

Nice To Haves

• Training or experience in Windows operating system and/or Apple ecosystems.
• Experience in face to face or online customer service/support.

Responsibilities

• Assisting users with the installation, configuration, and ongoing usability of supported computing platforms, peripheral devices, and software within established standards and guidelines.
• Assisting users over the telephone, through email, online chat, and/or at the desk side in a prompt, professional, and courteous manner.
• Working with third-party vendors to resolve technical problems with desktop computing equipment and software.
• Communicating effectively, both orally and in writing, under potentially adverse situations with a focus on customer service and satisfaction.
• Documenting all pertinent information in the diagnosis and resolution of a problem using the Hospital Service Desk tracking system.
• Maintaining an ever-increasing level of proficiency in hardware, software, networking, and other technologies related to the HITS department.
• Participating in Hospital technology projects as assigned.
• Maintaining an accurate accounting of time spent on end user issues and on HITS projects.
• Prioritizing and resolving user issues within Hospital defined Service Level Agreements (SLAs).
• Troubleshooting and resolving reported issues and collaborating with technology teams for issues that cannot be resolved at Tier I.
• Documenting trouble ticket resolutions with attention to detail and maintaining Hospital knowledgebase articles.
• Managing time and resources in the best interest of the Hospital.
• Compiling data to maintain inventory, purchasing, shipping, and other records.
• Identifying opportunities for training that would improve productivity and proficiency within the department or Hospital.
• Training end users on basic hardware, software, and network resources on a one-on-one basis.
• Providing on-site and remote support for workstations and networking components in multiple locations.
• Participating in on-call rotation to provide end user support during off hours, holidays, and weekends.
• Working in a team-oriented, collaborative environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: Associate degree