Desktop Support Tech I

The University of Kansas Health System-posted 12 days ago
Full-time • Entry Level
Shawnee Mission, KS
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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. Creates and maintains knowledge articles in accordance with departmental standards.

  • 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.
  • Obtaining and thoroughly 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 resolution of reported issues and the ability to collaborate with and escalate to, using appropriate channels, technology teams required to resolve issues that cannot be resolved at Tier I.
  • Documenting trouble ticket resolutions with a keen attention to detail, maintains Hospital knowledgebase articles and actively participates in maintaining support policies and procedures.
  • 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 within the Hospital.
  • Training end users on basic hardware, software and network resources, on a one-on-one basis.
  • Providing on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
  • Participating in on-call rotation to provide end user support during off hours, holidays and weekends.
  • Working in a team-oriented, collaborative environment.
  • Performing the professional, clinical and or technical competencies of the assigned unit or department.
  • Associates Degree in Technology related field or 1 year of experience in lieu of Associates Degree.
  • High School Graduate or GED.
  • Skilled in communication, both oral and written, under potentially adverse situations with a focus on customer service and satisfaction.
  • Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
  • Training or experience in Windows operating system and/or Apple ecosystems.
  • Experience in face to face or online customer service/support.
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