Desktop Support Technician

Crusader Community Health•Rockford Township, IL

16h•Onsite

About The Position

The Desktop Support Technician will provide systems support to all departments of the organization. The position will assist the Director of Information Technology in ensuring that all desktops, printers, phones, and other peripherals are up to date and operating normally. This position is responsible for resolving escalated support calls at the second level of contact. Administrative tasks may include answering phone calls, supporting desktop hardware and software, managing software licenses, keeping an inventory of hardware and software, and creating user guides. The Desktop Support Technician reports to the Director of Information Technology.

Requirements

High school graduate or equivalent required.
Associate’s degree in a computer-related discipline; however, equivalent experience may substitute for education requirements.
CompTIA A+, Comp TIA Network+, or Comp TIA Security+ certification required.
Experience with Desktop-level environments.
Experience with CompTIA A+ certification.
Experience with Current Windows Desktop OS certification.
Experience with Familiariy with network fundamentals (TCP/IP, DNS, DHCP), switch port configurations.
Experience with Microsoft Office 365 products.
Knowledge of Multi-function devices.
Knowledge of Mobile devices.
Knowledge of Remote access support tools and solutions.
Knowledge of Anti-virus, anti-spam, and malware solutions.
Knowledge of Detection and removal of viruses and malware.
Knowledge of Strong customer service and troubleshooting skills.
Knowledge of Networked devices.
Knowledge of Active Directory.
Knowledge of VOIP systems.
Ability to Follow all Crusader Community Health policies and guidelines.
Ability to Support the mission of the organization.
Ability to Communicate effectively.
Ability to Speak in front of a group of people.
Ability to Troubleshoot, diagnose, and find solutions.
Ability to Prioritize in accordance with project plans and timelines.
Ability to Multitask daily.
Ability to Remain organized in a fast-paced environment.
Ability to Present facts and recommendations effectively in oral and written form.
Ability to Identify and resolve problems associated with operating system malfunctions.
Ability to Work under stressful conditions.
Ability to Frequently deploy and rearrange hardware and cables both above and below desks.
Ability to Develop training manuals, user guides, and technical documentation.
Ability to Frequently drive to and from all Crusader facilities (Driver’s License, Liability Insurance, and own transportation are required).
Ability to Work with minimum or no supervision.
Ability to Work evenings and/or weekends as needed.
Ability to Participate in an on-call rotation: 4:30p-9p M-F, 8a-12p Saturday.
Ability to Display positive customer service skills.
Ability to Manage time effectively.
Ability to Think logically.
Ability to Show ownership of tasks and accountability to follow through.
Ability to Establish and maintain professional working relationships with all levels of staff, vendors, and patients.
Ability to Be detail-oriented.
Ability to Be part of a team-unit and cooperate in the accomplishment of departmental goals and organizational objectives.
Ability to Be determined and self-motivated.

Nice To Haves

Microsoft 10 and higher, Mac OS, and Linux a plus.

Responsibilities

Accountable for demonstrating the qualities outlined in the “Customer Service Standards of Excellence” program when interacting with patients, their families and friends, and fellow employees.
Support the Director of Information Technology by installing and configuring desktop hardware and software.
Troubleshoot and resolve issues with hardware and software.
Provide technical support to end-users for computer issues such as password resets, software installs, and connectivity problems.
Maintain accurate inventory for all desktop and peripheral IT hardware and software licenses.
Responsible for entering time and expenses as they occur.
Provide recommendations for hardware and software upgrades to improve performance and productivity.
Provide appropriate documentation on services provided and status updates as needed.
Collaborate with colleagues and vendors to resolve complex technical issues as they arise.
Troubleshoot performance issues and issues with browsers and plugins.
Resolve service tickets while completing detailed documentation listing requests for technical assistance, steps taken to resolve them, and the specific dates and users involved.
Support conference room equipment.
Ensure security protocols and policies are followed and implement security measures to prevent unauthorized access, loss of data, and connectivity for all applications and systems.
Troubleshoot and resolve software and hardware user support requests related to patient technology.
Work with multiple platforms and systems used throughout the organization.
Perform other duties as assigned by the Director of Information Technology and his/her designee.