Desktop Support Technician II

DCH Health Care Authority•Tuscaloosa, AL

1d•Onsite

About The Position

The Desktop Support Technician II role functions at an ITIL Tier 2 support level, serving as the first escalation point after the IT Help Desk. This position is responsible for the implementation, troubleshooting, and ongoing support of IT Desktop Technology. Key areas include Windows proficiency, software installation, testing, desk-side network and phone cable termination, PC imaging, BIOS/Service Pack patching, desktop ergonomic wire management, and general troubleshooting. The role applies IT solutions to a wide range of issues and requires frequent hands-on work and equipment transport, making it a 100% on-site position. Service in patient care areas requires adherence to clinical safety precautions.

Requirements

Associates / Technical degree in a Computer Science or related field with 1 year of relevant work experience.
OR HS diploma / GED with a combination of relevant IT Certifications and 2 or more years of relevant IT Desktop work experience.
OR HS diploma / GED with 3 or more years of relevant IT Desktop work experience.
Mid-level proficiency in some combination of personal computer, desktop hardware, networking (LAN/WAN), telecommunications, applications, operating system skills, and customer service.
Must be able to read, write legibly, speak and comprehend English.
Must be able to perform the duties with or without reasonable accommodation.
Hearing and vision must be normal or corrected to within normal range.
Ability to travel to all Health System facilities and transport equipment if needed.
Physical presence onsite is essential.

Nice To Haves

Higher level degrees, certifications and experience are preferred.
IT Desktop Support experience in a Health Care IT setting is preferred.

Responsibilities

Install, manage, and support Windows PCs & laptops, DELL WYSE thin clients, printers, copiers, phones, scanners, barcode readers, e-Sign devices, tablets, and other IT endpoint devices.
Install, manage, and support all Desktop Hardware running on hardwired, wireless, DHCP and Static IP networks.
Collaborate with vendors or other DCH technical departments.
Install allowed software using approved application deployment systems or standard manual methods.
Proactively improve IT performance, correct issues, or reactively restore service in cooperation with various User stakeholders, Information Technology teams, DCH Departments, independent DCH business partners, and vendor support personnel.
Simulate or recreate User problems to understand operating difficulties.
Recommend system modifications or improvements to reduce User problems.
Foster an environment of heightened security by following Information Technology Security Policies and participating in annual security training, such as Health Insurance Portability & Accountability Act (HIPAA).
Document progress and complete tasks in the appropriate IT support solution.
Follow up daily on open cases with the customer, making notes or conversations in the ticket.
Communicate technical or complex terms and explanations in user-friendly, non-technical language.
Respond promptly to phone calls and electronic communications.
Use the online knowledge base to resolve known issues at the lowest point of escalation.
Contribute to the knowledge base to improve the entire team’s subsequent troubleshooting.
Identify when high impact, urgent, or complex issues need to be escalated rapidly.
Use informed reasoning to try to resolve tasks before escalating them, whenever possible.
Ensure the success of escalated issues by providing a statement in the ticket of what was attempted and what assistance is still needed.
Verify the point of escalation is aware of the issue.
Participate in Desktop Team on-call coverage, usually 1 out of every 9 weeks.
Maintain performance, patient and employee satisfaction, and financial standards.
Perform compliance requirements as outlined in the Employee Handbook.
Adhere to the DCH Behavioral Standards, including creating positive relationships with patients/families, coworkers, colleagues, and self.
Perform essential job functions in a manner that ensures the safety of patients, visitors, and employees.
Identify and reduce unsafe practices that may result in harm to patients, visitors, and employees.
Recognize and take appropriate action to reduce risks and hazards to promote safety for patients, visitors, and employees.
Use electronic mail, time and attendance software, learning management software, and intranet.
Adhere to all DCH Health System policies and procedures.
Perform other duties as assigned.